Service Design
Glossary
German – English Terms
From A to Z. English technical term in small print above the German term.
All technical terms from the course from A to Z, with their English equivalents as used in workshops, methodology books, and specialist articles.
B
BACKSTAGE
Backstage
What happens behind the scenes of a service and is not seen by the customer.
C
CO-CREATION
Co-creation
Co-creating with customers, employees and partners.
CUSTOMER EFFORT SCORE
Customer Effort Score
Metric for the effort an action has cost the customer.
Thu
DESKTOP WALKTHROUGH
Desktop Walkthrough
Role-playing a service scenario with figures on a plan.
SERVICE
Service
A benefit that people experience over time, rather than owning a thing.
LEAD TIME
Lead time
Time from the start to the completion of a process, such as a repair.
E
ECOSYSTEM MAP
Ecosystem Map
Map of all stakeholders, channels and relationships around a service.
F
FEEDBACK LOOP
feedback loop
Recurring cycle of feedback, adjustment and re-testing.
FRONT OF STAGE
Front stage
What customers see and experience of a service.
J
JOURNEY MAP
Journey Map
A representation of a person's journey through a service, featuring stages and emotions.
K
CHANNEL
Channel
The way a service is experienced: website, app, counter, telephone, email.
L
LINE OF VISIBILITY
Line of visibility
Separates what the customer sees from what happens behind the scenes in the blueprint.
M
MINIMUM VIABLE SERVICE
Minimum Viable Service
The simplest version of a new service, tested in real everyday life and on a small scale.
MOMENT OF TRUTH
Moment of truth
A defining moment when an opinion about a service is formed.
N
NET PROMOTER SCORE
Net Promoter Score
Recommendation score: proportion of fans minus proportion of critics.
P
Pain point
Pain point
The moment when people get annoyed, wait, or give up.
PERSONA
Persona
Description of a typical person with goals and needs.
Pilot
The initial trial of a new service in one location or for a single group before it is rolled out everywhere.
PROTOTYPE
Prototype
An early, simple version of a service for trying out and learning.
R
ROADMAP
Roadmap
Plan what will be introduced and when.
ROLE-PLAY
Role-playing game
Prototype in which people take on the roles of customers and staff.
Rollout
Rollout
Rollout of a service across all locations and channels.
S
SERVICE BLUEPRINT
Service Blueprint
Representation of a service showing customer actions, frontstage, backstage, and support.
SERVICE SAFARI
Service Safari
Use a service yourself and record every step.
SHADOWING
Work shadowing
Shadowing and observing people using or providing a service.
STAKEHOLDER MAP
Stakeholder Map
Map of all service participants, sorted by distance.
T
Touchpoint
Touchpoint
Every moment a person comes into contact with the service.
W
VALUE PROPOSITION
Value proposition
The value a service promises, in a single sentence.