Aesthetics in service design
Simon Clatworthy · Edward Elgar Publishing eBooks · 2023
This chapter delves into the intersection of aesthetics, experience and service design. The author argues that service design has not fully embraced aesthetics as a means to enhance user experience. The chapter explores the work of Mads Nygard Folkmann on product and digital aesthetics and how it can be applied to service design. The author highlights key concepts such as the importance of touch-points and time in service design, the use of co-design tools, and the emphasis on the experiential journey and aesthetic offering/value proposition. The chapter also points to the use of different design methods such as mood boards, graphic novels, and video segments to assist in the integration of aesthetics and experience in service design. The author concludes by emphasizing the importance of understanding users as a community or culture in service design, and the need for new forms of collective experiences.