A Fun Dive into Service Design & UX

Last week, I had the pleasure of leading an engaging and fun-filled session on Service Design & UX at RV Collage Bangalore, where we explored how great experiences are built not just on screens, but across entire journeys. We kicked things off with a playful icebreaker and everyone revealed their superhero name and design powers (my personal favorite: Captain Clarity), setting a creative tone for the day.

We dove into the foundations of Service Design, how aligning people, props, and processes leads to seamless services. A big hit was our deep dive into psychological design rules like cognitive load, loss aversion, and flow theory. These principles sparked plenty of “a-ha” moments as attendees connected theory to everyday experiences.

One of the most impactful parts of the session was reviewing real world UX fails and seeing how a service design lens brought lasting fixes. Whether it was broken confirmation flows or support team blind spots, participants saw how a well-crafted service blueprint can reveal what’s really going wrong and how to fix it.

We wrapped up with the key takeaway: UX and Service Design aren’t separate, they’re partners. UX focuses on individual moments, while Service Design zooms out to connect the whole experience. Together, they create services that are not just usable, but deeply human.