as a basis for the strategic consulting approach
Service design is the strategic development of services that’s convincing, with particular focus on customer expectation, operational circumstances and the environment.
Service design examines and optimises the experience of services.
It is possible to determine, not only the supposed but the actual expectations of customers, and also to surpass those expectations. A special experience can make such an impression that it is imprinted in the customer’s memory and thus creates loyalty.
Likewise, the employees recognise the expectation of the customers, work actively on the design process and, in so doing, live out the promise of service.
Satisfied customers and employees are your guarantee for lasting corporate success and will lead almost inevitably to a better return of investment (ROI).
Excursus: Prof. Birgit Mager, Cologne University of Applied Sciences, sedes|research, Centre for Service Design Research
“Service design is a way of thinking, an offer of methods and a common language for the process of designing services. The approach is always customer-focused, the way is interdisciplinary. The goal is to create unique customer experiences and services in line with the market.”
Design Thinking + Service Innovation = Great Customer Experience
(CC-BY ServiceDesign Linz)