In the competitive world of business, what separates an industry’s players is often the service that comes with the product offering – the customer experience. Quality of service determines whether a customer will be loyal, or leave.
Service design is a relatively new discipline that asks some fundamental questions: “What should the customer experience be like? What should the employee experience be like? How does a company remain true to its brand, to its core business assets and stay relevant to customers?”
Design is a highly pragmatic discipline. That is why it is of such interest to business: it gets results.
But if at its heart lies the idea of experience, then, as this supplement shows, the methods and ideas behind service design can equally be applied to the public sector. Service methods can help design experiences that are more efficient and more effective.
Articles cover service innovation management in major industries, service reform in the public sector, sustainability in the financial sector, car design as service ecosystem design, environmental design and social innovation. Much attention is devoted to methodology. Also included are interviews with Dan Pink (author), Joe Ferry (Virgin Atlantic) and others.
http://www.guardian.co.uk/service-design
The Service Design Conference 2010 will take place in Berlin from 13-14 October 2010. For further information go to servicedesign-network.org
I am going to take a look at this now! what a find :) lots of information on what I am researching and interested in, good stuff!
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