​​​​Why observe​

When something seems to go wrong during service, the issue often started earlier.

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Expectations, signals, organization, and rhythm have already shaped the experience before any interaction takes place.

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The look​

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- What the customer encounters before any interaction

- How the service presents itself without human interaction

- Which expectations are created in advance

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In everyday work​​

Before service, the customer observes.

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They notice the flow, the available information, and the rhythm of the place.

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Orientation cues, excess or lack of information, silence or noise all build an initial perception that influences the rest of the experience.

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What to observe

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✧ Does the customer understand the service before any interaction?

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✧ Are there clear signals of what to expect (time, process, choices)?

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✧ Does the environment help or hinder understanding of the service? 

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✧ Does the first contact reduce or increase anxiety?

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A question to keep with you​

What does the service communicate before anyone says a word?

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Observation lens​

Service Design​
 

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← Back to Observation guides

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