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Service Design Thinking Designing services that people fall in love with
Icons by : Whitespring Service Design // www.whitespring.de
Age of the customer
Empowered buyers demand new level of customer obsession
www.flickr.com/photos/8058853@N06/6045258692
Products are becoming serviceswww.flickr.com/photos/juehuayin/3251667785/
Product market is satisfied
20 different available products are fulfilling same purpose
Basic Function & Quality is taken for granted
Service relationship can’t be copied
Good product design is not the only ingredient to success
www.flickr.com/photos/lexnger/10171653336/
Traditional organisation silos are breaking
Emotions are becoming a decisive factor
www.flickr.com/photos/bigfatgreycat/10313692763/
Emotions bigger impact on loyalty
Technology can’t measure sentiments
Employee engagement as priority www.flickr.com/photos/ronsombilongallery/5828172072
Services aren’t made on an assembly line
www.flickr.com/photos/pasukaru76/6893926948
Holistic service experience is new standards
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Service Design Benefits
What is Service Design ?
Service Design is a holistic approach that considers the end-to-end service experience across all channels and touch points from a customer and organisation perspective.
What is Service Design ?
Service Design Principles
Service Design Process
Service Design Process
Discover
Identify Problems
Opportunities Needs
Define the solution Space
Build a rich knowledge
resource with inspiration &
Insights
https://public.edigitalresearch.com/fs/fs/FSM-924840784/f/FSF-926908306/derekblog1image1.jpg
Define
Analysed output of discovery
phase
Synthesise the findings in to
reduce number of
opportunities
Define a clear brief for
sign-off by stakeholders
Business Model - The Empathy MapDesigned for: Designed by:
Customer Perspective:
What does she
THINK and FEEL?what really countsmajor preoccupationsworries & aspirations
What does she
SEE?environmentfriendswhat the markets offers
What does she
HEAR?what friends saywhat boss sayswhat influences say
What does she
SAY and DO ?attitude in publicappearancebehavior towards others
GAIN“wants”/needs, measures of success, obstacles
PAINfears, frustrations, obstacles
Date:
Interation:
Adapted from XPLANE. XPlane.comwww.XPLANE.com
Develop
Develop initial brief in to product or service for
implementation
Design service component in
detail & as part of holistic experience
Iteratively test concept with
end users
Deliver
Taking Product / Service to
launch
Ensure customer feedback
mechanism are in place
Share lessons from
development
Welcome
Service Design Intro
Stakeholder Mapping
LUNCH
Value Network Mapping
Personas
Customer Journey Mapping
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
Welcome
Business Model Canvas
LUNCH
Service Blueprint
Customer Journey Mapping
Basics Intermediate
Intros
Service Design
LUNCH
Acting as Prototype
Business Model Canvas
Advance
Customer Journey
Service Blueprint
Schedule
One-Day Workshop
References & Credits
Ramakant GawandeExperience and Service Design Specialist
Pune, India
http:// in.linkedin.com/in/ramakantg/en
This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection
