Service design applies systematic thinking to customer experience. Mapping the customer journey identifies touchpoints where value is created or lost.
Customer experience includes physical space, digital interaction, ordering process, product delivery, and after-sales engagement. Weak points in any stage affect overall perception.
Service design tools such as journey maps and personas help businesses align operations with customer needs. Improvements may include layout changes, menu simplification, or staff training.
Designing experience requires cross-functional collaboration. Operations, marketing, and staff training must align to deliver consistent experiences.
Service design transforms coffee businesses from reactive operations into intentional systems focused on customer satisfaction.