The 5 Ps in Service Design

September 7, 2014

The 5 Ps of Service Design:

  • PEOPLE: service scripts, protocols for employees; feedback channels for customers
  • PROPS [or Products]: product design or graphic design of the artifacts used by the service
  • PLACE: architecture or interior design of the service’s location(s); interaction design within the virtual environment
  • PROCESS: workflows (rituals) and workflow affordances between customer and employee, employee and employee, etc.
  • PARTNERSHIPS: contracts, proposed relationships between partners to improve the value proposition of the service

From: http://www.ixda.org/node/24950

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