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is the only source of competitive advantage left
Service design is a customer / user centric development process that helps you deliver a better customer experience. At a time when quality is universal, and you and your competitors say the same thing about the same thing at the same time, the customer experience is the only source of competitive advantage left.
The relationship between your customers is beyond your control. What they share is their experience of your brand. By learning to understand your customers, you can design their experience. A better experience delivers customer recommendations, which fuels over 92% of purchases!*
It isn’t the streetcar that makes the experience good.
It is the timetable.
In learning service design, you will first and foremost learn empathy. You’ll learn the methods and tools of how you can “walk a mile in your customer’s shoes,” to realise, that no matter how good the shoes, they won’t improve the pavement.
Understanding the customer’s motivation behind decisions, why they do things, not just what, will allow you to become not only customer centric, but customer responsive throughout your whole organisation.
Sneak a peek
behind the scenes
And it’s not only about your customer. It’s as much about internal processes and internal “customers”. Often, we presume that inside the organisation things will go automatically. However, often external services fail only because internal processes have failed to take into account how people really work. Change is something people resist unless they understand and “buy” the reason for change. Service design methods are equally applicable inside the company as outside.