A means of delivering value for the customer by facilitating results the customer wants to achieve.
Note 1: Services can include both human-system interactions (e.g. accessing a word processor through the web) and human-human interactions (e.g. a citizen interacting with a clerk at the post office counter).
Note 2: The “customer” is a user, and does not necessarily have a financial relationship.
ISO 9241-11 (2018) Ergonomics of human-system interaction — Part 11: Usability: Definitions and concepts