Everyday millions of people are using services provided by
different businesses. Some of these services are intangible such as banking,
education, transportation, and consulting and some services are related to
direct ownership transfer of goods such as grocery stores, retail stores, and
car dealers. In every business, despite of the kind of product and/or service
provided, customer service plays a very important role. Customer satisfaction
is very important factor in growth of a business and determines its future. Therefore,
it is important to understand what are the elements, which provides pleasant
experience for customers. This good experience will be the reason for them to
remember the business, recommend it to others, and eventually make them revisit.
Here is where Service design comes in.
Service design is a young field, which is basically the
knowledge behind providing a great experience to customer while using any kind
of service. Service Design is a mixture of science and design; psychology,
statistics, graphic design and many more specialties are demanded to create an
innovative and unique experience that makes sense for customers. In other word,
analytics from science and creativity of design is both required to get to
practicality. Service Design is not only beneficial for the customers but also
has great impact on the profitability of the business. A successful services design meets the needs
of the customers and a good experience will make the customers to return to the
same brand or place. Also, with providing solutions, service design will
increase the profitability of the brand and redefine the brand reputation with
providing usable efficient and also desirable experience.
Here is a short interview with Birgit Mager President for Service
Design Network. She is explaining the basics of service design.
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