ISSD Fall 2009 School of Information, UC Berkeley

“Service” once only implied face-to-face interactions between two people, one offering the service and the other receiving it. But in today’s service-led and information-powered economy, service domains and interactions are vastly more complex. An “outside-in” or “customer-centric” design perspective is important, but it is essential to take a “service systems” perspective that combines the visible “front stage” where service providers and customers interact with the invisible “back stage” where information and resources needed by the front stage are created and managed.