Service design focuses on understanding what customers want, then designing services which meet their needs. Sound familiar? Web designers have focused on user-centred design for years to create websites and applications that are user friendly.
Service design is well established in Europe and North America and there’s already a handful of Australian businesses offering service design. What is it? Does experience in designing for screen interaction translate to designing services too? Will service design be the next big thing?
11. Why the world wants service design
Demanding
Economy is Delivers
customers
changing innovation
Companies
already use
It’s service
growing design
12. Why the world wants service design
…only
80%
of companies
8%
think they
offer a of their
superior customers
service… agree
http://www.bain.com/bainweb/PDFs/cms/Public/BB_Closing_delivery_gap.pdf
21. Has your team got the skills?
Experience People
in design trained to
research observe
People who
design for
people
22. Pitching service design
• Large service providers looking to
differentiate
• Energetic and agile management teams
• Reactively developed services
• New focus on customer experience