How Barbara Minto of The Pyramid Principle might
approach selling the value of Service Design
Percentage of Australian
GDP generated by
80% of companies
say they deliver a
How many of these
firms customers agree?
➡ Customer expectations were never or rarely met 52%
➡ Customers who left at least one provider last year
due to poor service 64%
➡ Customers whose expectations are increasing
SMH 29.1.09 Accenture Report
Up until recently, there has been no skillset
& toolset specifically designed to develop new
or better services at the same as also
maximising the value of the service exchange
to both company and customer.
Should we continue to use tools and
frameworks developed for and using a
manufacturing mindset to solve challenges
that are unique to Service based companies?
The Answer - Service Design
Or is the answer to use a Service Design
approach that helps organisations identify
where, when and how their services can be
improved and made more valuable for both
themselves and their customers.
design and embed the systems necessary for
companies to profitably deliver those
services on an repeatable basis.