Achieve maximum conversion, loyalty, and ROE.
The distinction between goods and services is fast becoming blurred. It’s blatantly obvious that products can’t be created without design. Services—being intangible, transparent, and ephemeral—are much harder to spot. Businesses are starting to realize that services cannot be delivered without design.
Previously, exceptional service provision was hailed as extraordinary, and examples were few and far between. Today—when alternatives abundantly abound—it’s becoming a matter of survival to dazzle customers with stellar service or risk losing them to the competition.
Welcome to Service Design!
What is Service Design?
Service Design is a human-centered approach focused on customer experience and the quality of service provided. It’s a comprehensive approach that takes into consideration…
The Service Frontstage:
Customer-facing parts including store fronts, reception areas, touchpoints of interaction, and the products and their positioning and layout (analogous to a website’s UI).
The Service Backstage:
Processes, policies, and technologies governing service provision. They are non-customer-facing but impact the experience and are analogous to a website’s backend and logic.
Service design requires organizing a business’s resources—people, props and processes—to map the customer’s journey & improve the quality of interaction with providers, taking into account what happens in both the frontstage & the backstage.
Service design also improves employee experience allowing them to provide superior service.
Why Design Your Services?
A designed experience is systematic and consistent and is the only way to ensure customer satisfaction every time they walk through the door. Service Design results in:
Enhanced CX & Loyalty
Great customer experience doesn’t happen by accident. Neither does loyalty. They require concerted efforts on all fronts, with empathy embedded in every step.
Boosted Conversion
Incorporating empathy into your service creates positive positive emotions with your customers. This will eventually lead to them loving your brand, buying from you, and advocating you.
Increased Revenue & ROE
Increased conversion is one aspect, but what about wasted raw material & time? Employee morale? Turnover? All these are improved by service design, increasing revenue & ROE.
Case Study
See how we became known as “The People Who Uplifted the B.TECH Experience”,
Read the ArticleHow We Design Services that Stand Out?
Service Design starts with understanding the business and the industry through a series of interviews with stakeholders and customer and competitor research.
We stake out the current provision of service, lifting the process onto customer journeys & blueprints, identifying fail points & factors that affect service provision and customer experience.
Then we bring out our weapons! We bunker down in ideation sessions employing a variety of techniques to produce astronomical numbers of valid ideas.
We evaluate with stakeholders the ideas produced, create blueprints for a Minimum Viable Service, roll it out, and observe it in action for feedback & improvement, then plan for full-scale.
Examples of Service Design Activities
Embedding researchers within customer and employee environments to explore real insights into their behaviors and habits, uncovering the difference between what they say and what they do.
Visually representing the customer’s flow and their interactions with various touch-points, allowing you to put yourself in their shoes, observing the service from their perspective, empathizing with them, identifying gaps in the service or communication.
The quintessence of service innovation, this is where we bring out the full arsenal of ideation techniques and, together with the service stakeholders, hash out the multitude of ideas ranging from the simple to the highly disruptive.
Blueprints serve as a playbook diagramming every step in the processes to produce the service, containing scripts for engaging customers. They are produced initially for the current service provision, and post-design to serve as the new service plan.
Our services are tailored according to your specific position and needs. Two common starting off points are:
Full Customer Experience Design
Service Audits & Blueprinting
Service design is rife with research. Our research team is ready.
Need a comprehensive interface with customers wherever they may be?
Your service is your business. When it’s consistently satisfactory,
your customers will associate that with your brand.
“We’ve all heard of the Nordstrom Way, the Four Seasons’ Way. Isn’t it time you had Your Way?”
Amir Moussa
