The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model, write Thomas A. Stewart and Patricia O’Connell in strategy+business.
Experiences matter. Experiences are journeys. Journeys are designed. These statements are fundamental to understanding service design and its delivery. Experiences happen over time and, often, over space. They are journeys, whether physical (like a flight from Dallas to Detroit) or temporal (like a 10-year relationship with an insurance company) or intellectual (like a consulting engagement). For customers, journeys involve need, planning, anticipation, embarkation, the event itself, disembarkation, and memory. Companies must analyze and design every stage of that journey, every customer touch point because each is an opportunity to engage — or alienate — a customer. […]
Well-designed service succeeds on two dimensions simultaneously: technical excellence and customer experience. In this way, great service design resembles great industrial design, which also seeks to achieve excellence and efficiency at the same time. Service design sees customer satisfaction and cost management as complementary, not contradictory. When you, as a seller, do not have a good design, you are more likely to base decisions on cost rather than value, because you cannot tell the difference between spending money and investing it.
The cleverly written article ends with ten elements of customer delight and five principles of service design.
We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.
Vaccine hesitancy is a top10 global health threat. Dealing with it successfully requires understanding it as a behaviour and generating a holistic view of people’s perspectives & ecosystems. This way we can identify the best opportunities for intervention. Here is Experientia’s position on vaccine hesitancy and our tailor-made support for the vaccine industry.
100&Change is a MacArthur Foundation competition for a $100 million grant to fund a single proposal that will make measurable progress toward solving a significant problem. 100&Change will select a bold proposal that promises real progress toward solving a critical problem of our time. And it will award a $100 million grant to help make […]
Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]
Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “Transforming the Healthcare Experience Together”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]
Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]