Service Design Thinking
Service design helps to create or improve services to make them more useful, usable, desirable for clients and efficient as well as effective for organizations.
Basically, when you have 2 coffee shops right next to each other and each sells the same coffee at the same price, service design is what makes you walk into one and not another.
This thinking process may be visualized as a sequence of different “touchpoints” – moments when a customer interacts with a business (person-to-person conversation, website navigation, email, etc.).
Service design thinking is based on 3 main principles:
- It is a co-creative process
- Sequencing
- User-centered
Service Design has plenty of tools, one of the most useful one is a Customer Journey Map that presents a customer experience through:
- Pre-service period (how clients receive the information about the service)
- Service period (a number of inter-connected touchpoints that create a user experience)
- Post-service period (satisfaction/dissatisfaction of the client)
In the context of the service-driven economy the service design thinking is crucial.
Dedicate it time and energy to make sure you are “the coffee shop” everyone walks into.
