Difference Between Service Design and UX Design

4 min read

The difference between service design and UX design is often a source of confusion. Both play pivotal roles in crafting user interactions, but they diverge in their focus and scope. Service design extends its reach to the holistic service ecosystem, while UX design hones in on the digital interface and user interactions.

In this blog, we'll delve into the definitions, examples, and the symbiotic relationship between service design and UX design.

What is Service Design?

Service design(external link) is a strategic and comprehensive approach to improving and innovating services. It is not limited to digital interfaces; instead, it encompasses the entire user journey and the underlying processes. Service designers scrutinise every touchpoint, seeking to create a seamless and delightful experience. From the initial interaction to post-service engagement, every aspect is meticulously considered.

Examples of Service Design

Consider a retail bank's service design. It involves not only the online banking portal (which falls under UX design) but also the physical branches, customer support, and the overall communication strategy. A well-executed service design ensures that a customer's journey is smooth, from opening an account online to resolving an issue with a friendly and efficient customer service representative.


What is UX Design?

UX design(external link), on the other hand, is a subset of design that focuses specifically on improving the user's interaction with a digital product or service. It's about creating interfaces that are intuitive, user-friendly, and aesthetically pleasing. UX designers are concerned with how users navigate through a website or app, ensuring that each element contributes positively to the overall experience.

Examples of UX Design

Take a travel app, for instance. The UX design involves creating a straightforward and visually appealing interface for users to search, book, and manage their trips. From a seamless login process to an intuitive booking system and easy-to-navigate menus, the UX designer's role is to enhance every aspect of the user's digital interaction.

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How Service Design and UX Design Complement Each Other

While service design and UX design operate in different spheres, they are not mutually exclusive. In fact, they are highly complementary. A holistic service design often encompasses various touchpoints, including digital interfaces. Here, the meticulous work of UX designers comes into play.

The user's digital journey is a crucial component of the overall service experience. Integrating UX design principles within the broader framework of service design ensures a harmonious and consistent user experience. When service design considers both the physical and digital aspects, and UX design optimises the user interface, the result is a seamless and enjoyable end-to-end customer journey.


Somar Digital: Full-Service Digital Agency

We specialise in crafting exceptional digital experiences, and understand the importance of both service design and UX design. We specialise in user experience, user interface, customer experience, workshops, web design, web development, agile delivery, hosting, and digital marketing to create experiences that put people at the heart of everything we do.

We are an award-winning agency. For 14 years we have developed and worked on some incredible projects. We have built technologies and experiences that are part of everyday Kiwi life such as Metlink, and products that touch and change lives, like our work with the Cancer Society, and Plan My Walk for the Mountain Safety Council.

Our service design strategy involves a comprehensive analysis of the client's goals, target audience, and the entire service ecosystem. From there, they seamlessly integrate UX design principles to ensure that every digital touchpoint aligns with the overarching service goals. This integrated approach sets Somar Digital apart, providing clients with not just aesthetically pleasing interfaces but also a strategic and holistic service design.

Talk to one of our team about your next website design project

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by Somar Digital