Service Design: Key Methods and Strategies
August 6, 2009 | Levent OZLER
Over the last few decades, the economy has shifted dramatically from products to services.
More-informed, demanding, and time-scarce consumers are looking for companies that can help make their lives easier, more productive, and more enjoyable.
The decisions we make, the brands we are loyal to, the way we spend our time and money are mostly based on the services we receive.
As a result, even traditional product-based companies are now offering a broad spectrum of value-added services.
Service Design is the collaborative process of improving the economic, social, and environmental value that products and services can offer to customers.
Unlike traditional design disciplines, service design employs a holistic approach to assess the demand, offerings, and strategies to deliver services across multiple touchpoints and channels over time.
It looks at adding value for both users and providers by improving not only factors such as ease, satisfaction, and look and feel of services, but also the systems and operational processes behind them.
This seminar will focus on practical methods and strategies that professionals can use to deliver great service experiences.
Through case studies and interactive sessions, the seminar will also show how to employ customer-centric approaches to innovate services, from empathic techniques to uncover what customers want, through to co-creation and creative methods to develop new service propositions.
more: dmi.org/dmi/html/education/seminars/ok.htm (82)
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