The 5 Ps in Service Design

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



Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s