Service Design Quiz

Which of the following best defines service design?

• Designing the aesthetics of a product

• Planning and organizing people, infrastructure, and communication to improve service quality

• Focusing only on customer complaints

• Creating marketing strategies

The main goal of service design is to:

• Reduce service costs only

• Focus on product innovation

• Deliver services that are user-friendly, competitive, and relevant

• Replace customer feedback systems

Which of these is NOT a principle of service design?

• User-centered

• Co-creative

• Evidence-based

• Technology-centered only

Service Blueprinting is primarily used to:

• Analyze financial performance

• Map customer interactions and backstage processes

• Identify competitors

• Create physical prototypes

What does “frontstage” in service design refer to?

• Internal processes hidden from customers

• All visible interactions customers have with a service

• Financial planning in services

• Employee-only areas

Which of the following tools is most associated with service design?

• SWOT analysis

• Empathy map

• Gantt chart

• Pareto chart

The double diamond model in service design emphasizes:

• Divergent and convergent thinking in problem-solving

• Financial forecasting

• Marketing strategy creation

• Only focusing on technology

In service blueprinting, “line of visibility” separates:

• Customers from employees

• Frontstage and backstage activities

• Profitable and unprofitable services

• Old and new processes

Which of the following is NOT a key stage of the double diamond model?

• Discover

• Define

• Develop

• Destroy

Persona creation in service design is used to:

• Identify business competitors

• Represent archetypical users and their needs

• Map internal processes

• Estimate project costs