Just as the machine age utilized product-oriented methodologies and approaches to producing goods for mass market and optimizing companies for efficiency, our service economy and age of participatory interconnectivity now requires “service-oriented” thinking, a human-centered perspective, the holistic development of business eco-systems and the designing of end-to-end interactions. This is the work of service design. And it is aimed at enhancing and innovating "experiences" and creating authentic value for both service users and the organization. 

Companies that “reimagine” the meaning of service and integrate service design into their core competencies stand to make business gains and will have an advantage over slow adopters.