September 30, 2015
By their very nature, heuristics offer a hands-on approach to discovery, where knowledge is culled through trial and error. They are rules of thumb that give us a framework as we move through the research and design process.
In service design, this kind of framework is also valuable for assessing completed projects to find the weak links. A heuristic can apply to a single interaction as well as to the overall service eco-system. Heuristics can be applied to a single moment in time or to a user’s entire long-term relationship with a service.
This conceptual approach to design recognizes that experiences are coproduced, and that human interaction is a key component of many, if not all, services. As systems grow ever more sophisticated and interconnected, designers will continue to face new challenges. Service design heuristics can help us to frame and think about…read more
By Usability Matters