We design products. Here comes the time for design services.

1. Why don’t we design services?

2. Services yesterday

3. Services today
2/3 of the world’s business are services.
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4. Polish market is similar to the Western ones
73,5%
76,8%
79,5% 73,1%
73,8%
Source: International Monetary Fund, World Economic Outlook Database, April 2011
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5. Perception of service quality
There is a major gap between the evaluation of
service quality by producers and by consumers.
SATISFACTION
OF
PROVIDERS
SATISFACTION
OF
CUSTOMERS
As many as 80% companies
are satisfied with the quality
80%
8%
of their services
Only 8% of the customers
are satisfied with service
quality
Source: Bain & Company, Closing the delivery gap, 2005
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6. Designing services will be a complex task
Trust – the new service currency.
hitchhiking
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7. Designing services will be a complex task
Trust – the new service currency.
Accommodation „on the couch”
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8. Designing services will be a complex task
Trust – the new service currency.
Loans without bank as intermediary
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9. The search for the Holy Grail continues
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10. Just like100 years ago
Silver cutlery, 1851 Chair No. 14 manufactured by
company Thonet, designed in 1859.
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11. In the 21th century we need service design
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12. In the 21th century we need service design
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13. Service design – let’s take the bull by its horns

14. We studied e-service design in Poland

15. We are monitoring e-service design
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16. Where are we heading?
Our actions will lead to the disappearance of
the gap in service quality evaluation.
COMPANY
SATISFACTION
CUSTOMER
SATISFACTION
As many as 80% companies
are satisfied with the quality
80%
8%
of their services
80% customers are satisfied
with the level of services
80%
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17. Co-financing of the project
The project Design Your Profit is co-financed from the funds
of the European Regional Development Fund
within the Operational Project Innovative Economy
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