What are the key factors affecting the design of products or services and possible benefits to be gained from good design?

Factors affecting service design:

Divergence:

Deviation from standard procedures and systems set up for service implementation.

service provider need to customize his offering to meet customer expectation.

E.g.: Veg-Non Veg, Halal Food.

Complexity:

Complexity of service production process has to be considered.

Can be reduced by specialising in certain steps.

E.g.: Take away outlets.

Customer Participation and Interaction:

Identify requirements of customer's interaction with the staff.

Wherever interaction is more, design has to be customer friendly and according to the status of the customer.

E.g.: Banking (Premium / Normal Customers)