CX Design + Service Design

CX & Service Design Should Marry

With so many similarities, why are we as designers not implementing both methodologies simultaneously ? From the outside looking in it would appear we leave an essential group of people out of the picture when we don’t include service design at the same time within the practice of CX. The employees. and the employee experience. These considerationsGo hand in Hand with ensuring customers have a positive experience throughout all company touchpoints.

Lets use one hypothetical:

a very busy bartender is always stressed at the restaurant bar as an outside observer you wonder why. his seats are all empty. He asks what you would like to drink and makes it in a hurry but has no time for small talk. There are a group of servers at the end of the bar giggle and showing each other photos on their smart phones.

He hands them their sodas and they then deliver their drinks to the customers. Soon after another server stops by with a ticket. and you notice he heads over to the espresso machine taking a few minutes and he makes what looks like a latte. The Server has left but three more have arrived. It is past lunch and its not a weekend so its a typically slow time most places face prior to the dinner rush.

You want to order another drink but you do feel nervous so you wait until he approaches you and you order another of what you are having. The bartender isn’t rude. He is just busy. What is wrong with…