UX applied to services

From the website of the Design Management Institute
this article applies thinking to the UX involved in product design. I see application for these strategies across the Service Design process as well. People "use" services. I'm looking for more material about the design of services so if you see any please let me know.

Viewpoints - Designing From the User’s Experience

By Peter H. Jones, Redesign Research

In summary, several guidelines are suggested from these points:

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Consider whether UX makes sense in your environment and organization. Ask designers and researchers what they know of the concept, and what it means to your product design process.
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Expand your concept of “user” to embrace the work practices and lifestyles of the customer for whom you are designing products. Invest in research that reveals their authentic experience. Use rapid ethnography, field research, and in-depth onsite evaluations to understand the context of work or engagement within which your product will be adopted.
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Use research methods that fit your projects and organizations. Review the methods used by innovation leaders in your industry to advance your UX research practices. Select from these to inform product decisions during the design process (use brief, iterative phases or parallel customer research if necessary to manage scheduling).
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Find ways to (simply) communicate the in-depth discoveries about your users and communities. Draw up personas (profiles), workflow scenarios, and rich pictures from your research findings. Build a user experience knowledge base that contributes to new design thinking from your team “living with” representations drawn from real user experience.
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When researching user experience, consider all the touchpoints and interactions surrounding the product, including its initial discovery, the initial interpretations about its use, and the impact of brand on experience and perception. Learn about the full lifecycle of customer experience - how the product will be found, shared, reused, or returned to over time.