SD-UX-CX三者关系原文翻译.docxVIP

How Does Service Design Relate To CX And UX?How Does Service Design Relate To CX And UX? Kerry Bodine此文讲述了服务设计、消费者体验以及用户体验之间的关系。三者分别是什么User experience?primarily focuses on the design and development of digital interactions. Today, this typically means websites, mobile phones, and tablets, but UX can also include touchpoints like kiosks, desktop software, or interactive voice response systems.用户体验基本上指的是数字电子类产品比如手机网站等交互，但是也包括触点比如电话亭、桌面软件以及应答系统的交互设计Customer experience?focuses on the design, implementation, and management of interactions that happen across the entire customer journey. This includes the interactions that take place as customers discover, evaluate, buy, access, use, get support, reengage, and leave.顾客体验是指整个过程的，从顾客发现，考量，购买，触及，使用，支持，再次购买，离开等等整个方面的设计、执行和管理。不单单是像ux那里只是设计和改善那些界面交互Service design, like customer experience, focuses on the design and implementation of interactions that happen across the entire customer journey. Service designers also design the behind-the-scenes activities that enable those experiences to be delivered as planned.服务设计和顾客体验有点类似，也是包括消费正在消费的整个过程的设计执行和管理。但是服务设计还会对看不见的幕后的活动进行策划设计从而保证顾客在消费过程中的获得的这些体验So why, as the next image shows, doesn’t service design completely overlap with CX? 解释为什么SD没有全包含CX和UX！！为什么没包含全部的CXFirst, there are components of customer experience management (things like measurement and governance)（1消费者体验这部分有评估和管理，但是SD没有这块） that fall outside the scope of service design. That’s not to say that you can’t incorporate aspects of measurement and governance into a service design project —but most companies don’t typically approach these ongoing management activities today with a service design mindset（不是说服务设计不能把评估和管理加进来，只是按照服务设计的思维模式来说现在的公司不处理这些日常事务）. Second, there’s a significant number of service designers who focus on improving the quality of life for people in need through social innovation — and while noble, this work doesn’t fit into today’s?commonly held definition of CX.(2 现在很多服务设计的设计师关注在如何通过社会交互social innovation提高人们的生活质量