GB/T 47135-2026 Service Design—Vocabulary English, Anglais, Englisch, Inglés, えいご
This is a draft translation for reference among interesting stakeholders. The finalized translation (passing through draft translation, self-check, revision and verification) will be delivered upon being ordered.
ICS 13.220.10
CCS H 57
National Standard of the People's Republic of China
GB/T 47135-2026
Service Design - Vocabulary
服务设计 术语
Issue date: 2026-01-28 Implementation date: 2027-02-01
Issued by the General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China
the Standardization Administration of the People's Republic of China
Contents
Foreword
1 Scope
2 Normative References
3 Terms and Definitions
3.1 Fundamentals
3.2 Design Principles
3.3 Design Process, Methods, and Tools
3.4 Design Evaluation Indicators
Bibliography
Index
Service Design - Terminology
1 Scope
This document defines commonly used terms in the field of service design.
This document applies to the understanding of concepts and information exchange in the field of service design, as well as to scientific research, teaching, and application.
2 Normative References
There are no normative references in this document.
3 Terms and Definitions
3.1 Fundamentals
3.1.1 service
An activity or a set of activities provided for the benefit of or to fulfill the needs of a service recipient (3.1.2).
[SOURCE: GB/T 24620—2022, 3.11]
3.1.2 service recipient
The receiver of a service.
NOTE: Customers, users, and clients may all be service recipients.
3.1.3 customer
An individual who purchases a product or service.
3.1.4 user
An individual who directly uses, operates, or experiences a product or service.
3.1.5 client
An individual or organization that establishes a long-term cooperative relationship with a service provider (3.1.15).
3.1.6 service product
A product, tangible or intangible, provided by a service provider (3.1.15) through personnel, facilities, environment, or information, which can satisfy specific needs and realize value in market exchange.
NOTE: The environment includes artificial environments, human-machine collaborative environments, and system environments.
3.1.7 service system
An organic whole with specific functions, composed of interrelated and interacting elements related to the service, organized according to certain rules, to achieve one or more objectives.
NOTE: A service system can be composed of services, products, environments, information, and personnel.
3.1.8
service design
A design activity centered on the service recipient (3.1.2), collaborating with multiple stakeholders (3.1.14), through the rational organization of resources such as personnel, facilities, environment, and information, to achieve innovation in service behavior, service product (3.1.6), and service system (3.1.7), thereby enhancing service experience, service quality, and service value.
3.1.9
customer experience
The perceptions of a customer (3.1.3) resulting from interactions with an organization, its products, or services.
[SOURCE: GB/T 42185—2022, 3.6]
3.1.10
user experience
A user's (3.1.4) perceptions and responses resulting from the use or anticipated use of a service, product, or system.
NOTE 1: User experience is a consequence of the overall image, appearance characteristics, functional features, system performance, interactive behavior, and ancillary functions of the service, product, and system. User experience is influenced by the user's physical and mental state formed by prior experiences, attitudes, abilities, and personality, as well as the context of use.
NOTE 2: User experience is influenced by emotions, trust, preferences, cognitive impressions, comfort, behavior, and a sense of achievement experienced by the user before, during, and after using the service, product, or system.
[SOURCE: GB/T 18978.11—2023, 3.2.3, modified]
3.1.11
product experience
A user's feelings and reactions formed during the use of a product, based on multiple dimensions such as functional interaction, emotional resonance, and value perception.
3.1.12
experience design
A design activity centered on the service recipient (3.1.2), taking into account organizational value, that creates or optimizes valuable experiences by systematically designing the collaborative relationships of multiple touchpoints (such as scenes, products, services, environments, interactions, systems, etc.) throughout the user's entire process.
3.1.13
user needs
Expectations placed on a service by a user to solve a specific problem or achieve a specific goal.
3.1.14
stakeholder
A person or organization that can affect, be affected by, or perceive themselves to be affected by a decision or activity.
NOTE 1: Stakeholders can include users, purchasers, system owners and operators, and others indirectly affected by the operation of a system, product, or service.
NOTE 2: Different stakeholders may have different needs, requirements, and expectations.
[SOURCE: ISO 9241-220;2019, 3.1.12]
3.1.15
service provider
A person or organization that provides one or more services.
3.1.16
service designer
A person or organization that performs service design (3.1.8).
3.1.17
product service system
A solution that integrates the provision of products and services, rather than simply providing a material product.
Standard
GB/T 47135-2026 Service Design—Vocabulary (English Version)
GB/T 47135-2026 Service Design—Vocabulary English, Anglais, Englisch, Inglés, えいご
This is a draft translation for reference among interesting stakeholders. The finalized translation (passing through draft translation, self-check, revision and verification) will be delivered upon being ordered.
ICS 13.220.10
CCS H 57
National Standard of the People's Republic of China
GB/T 47135-2026
Service Design - Vocabulary
服务设计 术语
Issue date: 2026-01-28 Implementation date: 2027-02-01
Issued by the General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China
the Standardization Administration of the People's Republic of China
Contents
Foreword
1 Scope
2 Normative References
3 Terms and Definitions
3.1 Fundamentals
3.2 Design Principles
3.3 Design Process, Methods, and Tools
3.4 Design Evaluation Indicators
Bibliography
Index
Service Design - Terminology
1 Scope
This document defines commonly used terms in the field of service design.
This document applies to the understanding of concepts and information exchange in the field of service design, as well as to scientific research, teaching, and application.
2 Normative References
There are no normative references in this document.
3 Terms and Definitions
3.1 Fundamentals
3.1.1 service
An activity or a set of activities provided for the benefit of or to fulfill the needs of a service recipient (3.1.2).
[SOURCE: GB/T 24620—2022, 3.11]
3.1.2 service recipient
The receiver of a service.
NOTE: Customers, users, and clients may all be service recipients.
3.1.3 customer
An individual who purchases a product or service.
3.1.4 user
An individual who directly uses, operates, or experiences a product or service.
3.1.5 client
An individual or organization that establishes a long-term cooperative relationship with a service provider (3.1.15).
3.1.6 service product
A product, tangible or intangible, provided by a service provider (3.1.15) through personnel, facilities, environment, or information, which can satisfy specific needs and realize value in market exchange.
NOTE: The environment includes artificial environments, human-machine collaborative environments, and system environments.
3.1.7 service system
An organic whole with specific functions, composed of interrelated and interacting elements related to the service, organized according to certain rules, to achieve one or more objectives.
NOTE: A service system can be composed of services, products, environments, information, and personnel.
3.1.8
service design
A design activity centered on the service recipient (3.1.2), collaborating with multiple stakeholders (3.1.14), through the rational organization of resources such as personnel, facilities, environment, and information, to achieve innovation in service behavior, service product (3.1.6), and service system (3.1.7), thereby enhancing service experience, service quality, and service value.
3.1.9
customer experience
The perceptions of a customer (3.1.3) resulting from interactions with an organization, its products, or services.
[SOURCE: GB/T 42185—2022, 3.6]
3.1.10
user experience
A user's (3.1.4) perceptions and responses resulting from the use or anticipated use of a service, product, or system.
NOTE 1: User experience is a consequence of the overall image, appearance characteristics, functional features, system performance, interactive behavior, and ancillary functions of the service, product, and system. User experience is influenced by the user's physical and mental state formed by prior experiences, attitudes, abilities, and personality, as well as the context of use.
NOTE 2: User experience is influenced by emotions, trust, preferences, cognitive impressions, comfort, behavior, and a sense of achievement experienced by the user before, during, and after using the service, product, or system.
[SOURCE: GB/T 18978.11—2023, 3.2.3, modified]
3.1.11
product experience
A user's feelings and reactions formed during the use of a product, based on multiple dimensions such as functional interaction, emotional resonance, and value perception.
3.1.12
experience design
A design activity centered on the service recipient (3.1.2), taking into account organizational value, that creates or optimizes valuable experiences by systematically designing the collaborative relationships of multiple touchpoints (such as scenes, products, services, environments, interactions, systems, etc.) throughout the user's entire process.
3.1.13
user needs
Expectations placed on a service by a user to solve a specific problem or achieve a specific goal.
3.1.14
stakeholder
A person or organization that can affect, be affected by, or perceive themselves to be affected by a decision or activity.
NOTE 1: Stakeholders can include users, purchasers, system owners and operators, and others indirectly affected by the operation of a system, product, or service.
NOTE 2: Different stakeholders may have different needs, requirements, and expectations.
[SOURCE: ISO 9241-220;2019, 3.1.12]
3.1.15
service provider
A person or organization that provides one or more services.
3.1.16
service designer
A person or organization that performs service design (3.1.8).
3.1.17
product service system
A solution that integrates the provision of products and services, rather than simply providing a material product.
