Lab+9


 * if you're anxious, you lose ability to solve problem
 * but if you're happy, happiness mode is working, there's a reward
 * the more you make something pleasant to do, the more people will do it
 * mcdonald's is an example: serve food fast- fill satisfaction, nice smell in restaurants, (say that their food make people happy) I'm love it" instead of we sell fine food
 * service economy- reduce shoplifting b/c when sales say hi to a person, he is recognized and harder to shoplift
 * emotion is acting
 * reflective-


 * According to the slideshow by Sylvain Cottong, who is an employee at [], what is the definition of 'service design', and why is it so important? (5 paragraphs)**

The employee at http://www.integratedplace.com is the user that the projects serve. It is because the users are the only ones who can provide feedback to improve on the design of the projects. With the users' feedback, the design can keep on improving to more perfectly suit its target users.

The main idea of 'service design' is to make products or interface of systems more user-friendly. A product that is integrated with service design turns out to be more useful, usable and desirable for the user according to the slideshow presentation. Also, the product owners would enjoy a more efficient, effective and valuable results from the design.

Service design values customer experience and the quality of service that a product gives. It focuses on the human-centered approach as the success of a product is determined by the users. Service design makes the experiences of using a service better, such us in "advertising, web, mobile phone & PC interfaces, physical environments, customer facing staff, communication and mailings etc" (Cottong, 34)

Service design is so important because according to the slideshow, "services represent between 60% and 70% of GDP of most industrialized nations". (Cottong, 30) When product design is combined with interaction design, products that are combined with services can increase the satisfaction level of the overall experience of the users and owners. The emergent of service design shows that more people value the quality of experience with products. Increase in service quality in a product also increase its selling opportunity because the experience with a product is seen as an important factor of a buyer.

Service design is also important because according to Don Norman, when something becomes more pleasant to do, more people will do it. Also, the economy will also benefit in service design as for example, the chance of shoplifting would decreases when the sales in the store present quality services to its customers. This is because when every customers are greeted and recognized by the sales person, it becomes harder to shoplift.