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Service Design Thinking Designing services that people fall in love with

Icons by : Whitespring Service Design // www.whitespring.de


Empowered buyers demand new level of customer obsession

Age of the customer www.flickr.com/photos/8058853@N06/6045258692


Products are becoming services www.flickr.com/photos/juehuayin/3251667785/


20 different available products are fulfilling same purpose Basic Function & Quality is taken for granted

Product market is satisfied


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 http://www.kaaathryn.com/wp-content/uploads/2014/03/emirates.png


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


Identify Problems Opportunities Needs

Define the solution Space

Discover

Build a rich knowledge resource with inspiration & Insights


https://public.edigitalresearch.com/fs/fs/FSM-924840784/f/FSF-926908306/derekblog1image1.jpg


Analysed output of discovery phase

Synthesise the findings in to reduce number of opportunities

Define

Define a clear brief for sign-off by stakeholders


Business Model - The Empathy Map

Designed for:

Designed by: Date:

Customer Perspective:

Interation:

What does she

THINK and FEEL? what really counts major preoccupations worries & aspirations

What does she

SEE?

What does she

HEAR?

environment friends what the markets offers

what friends say what boss says what influences say

What does she

SAY and DO ? attitude in public appearance behavior towards others

PAIN

fears, frustrations, obstacles

www.XPLANE.com

GAIN

“wants”/needs, measures of success, obstacles

Adapted from XPLANE. XPlane.com


Develop initial brief in to product or service for implementation

Design service component in detail & as part of holistic experience

Develop

Iteratively test concept with end users


Taking Product / Service to launch

Ensure customer feedback mechanism are in place

Deliver

Share lessons from development


Schedule

Basics

Intermediate

Advance

10:00

Welcome

Welcome

Intros

11:00

Service Design Intro

Service Design Business Model Canvas

12:00

Stakeholder Mapping

13:00

LUNCH

14:00

Value Network Mapping

15:00

Customer Journey Acting as Prototype

LUNCH

LUNCH

Service Blueprint

Service Blueprint

Customer Journey Mapping

Business Model Canvas

Personas

16:00 Customer Journey Mapping 17:00

One-Day Workshop


http:// in.linkedin.com/in/ramakantg/en

Ramakant Gawande Experience and Service Design Specialist Pune, India ramakantg@gmail.com

References & Credits This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection


Service Design Thinking - Designing services that people fall in love with