Service Design


Services are designed to deliver both value and a positive customer experience by facilitating the results customers want to achieve.


  • Services are shared strategic assets within a portfolio that support Tufts mission and business objectives. 
  • Well-designed services provide better consistency and help reduce overall TCO expense.
  • Customers should feel that services are useful, usable, accessible, efficient and enjoyable and that these services can help them succeed both professionally and personally.


  • Services should be designed “outside in” from the customer’s perspective using an iterative, holistic and collaborative approach.
  • A culture of service design thinking should be fostered and encouraged.
  • There needs to be an emphasis on investing in design capabilities.
  • Must be pro-actively managed throughout their entire operating lifecycle.