SERVICE DESIGN

If employees have difficulty with IT or your systems they are not productive or delivering the best product for you. Chances are you’re not making margins you desire. Service design is all about taking a service and making it meet the user’s and customer’s needs for that service. We help to uncover and clarify the digital experience and enable IT to fix the issues.

The long-winded version of “Great service”.

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THE CUSTOMER’S PERSPECTIVE

Nothing’s final until after a customer interacts.

Service design applies to everyone and everything. Or, well, it should.

Concepts like customer experience, customer understanding, customer orientation, uniform service quality, service promise and value proposition are basic concepts of service design, without forgetting the business resources.

These are typically terms not found in IT today. But they should.

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OUR VISION

Companies that practice service design are inherently closer to their employees and customers. This practice makes them healthier and more profitable.

How does it work?

The general principles of service design are to focus the designer’s attention on generic requirements of all services. They are complemented by principles that relate to process design, organizational design, information design and technology design. They should be designed based on:

  • A genuine comprehension of the purpose of the service, the demand for the service and the ability of the service provider to deliver that service.
  • Customer needs rather than the internal needs of the business.
  • A unified and efficient system rather than component-by-component which can lead to poor overall service performance.
  • Creating value for users and customers and to be as efficient as possible.
  • Understanding that special events (those that cause variation in general processes) will be treated as common events (and processes designed to accommodate them)
  • Designed with input from the users of the service
  • Prototyped before being developed in full
  • Designed in conjunction with a clear business case and model
  • Developed as a minimum viable service (MVS) and then deployed, then iterated and improved to add additional value based on user/customer feedback.
  • Delivered in collaboration with all relevant stakeholders (both external and internal)
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Why service design for IT?

Technology design principles are used to support the delivery of service. They should:

  • Always be used to enable a service; it should not be the driver of a service.
  • Be pulled into a service design rather than pushed into it.
  • Be flexible enough and agile enough to allow fast modification in the face of changing customer requirements

The Benefits of Service Design

  1. Products and services are designed for users and the group of purchasing customers
  2. Closer cooperation between departments
  3. Producing a positive customer experience
  4. Implementing things sensibly while delivering value to the customer
  5. Strengthening customer orientation
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Our Process

Service Design process

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