From health insurers adopting wearable devices, to Google’s Self-Driving Car Project, all eyes are on the creation of dynamic customer experiences. Marketing Directors are telling their teams to really push customer communications. Operations Managers are putting aside “service innovation” budgets.
What many do not realise, is that although our services and technologies are evolving digitally, the fundamentals of quality Service Design have not changed. Expert Service Design requires process changes to be justified by an increase in value to the customer.
As leading providers of Service Design in Dublin, we find ourselves answering the same questions for new and existing clients alike. ‘What does Service Design mean to me, as a B2B service provider?’ or ‘Is this new trend relevant to our industry?’ To this end we are publishing a short series of blog posts to simplify key terms and definitions associated with Service Design. The first post in our Service Design series explained the most important step in any Service Design initiative; understanding your Service Touchpoints:
“…any interaction a customer has with your service. These are experiences which must make positive impressions, impart essential information and add value to the experience of your brand.”