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Service design is trendy. It is a way of thinking and a set of tools and methods that embraces the entire organization \u2013 you as well! No worries, you do not have to be a Service Designer or a know-it-all in customer experiences. As long as you understand what service design means for your work, it is enough. Here are the ABCs of service design, i.e. a crash course into the subject.<\/span><\/p>\n \u00a0<\/span><\/p>\n Customer-oriented thinking is not possible without the participation of the entire organization.<\/p><\/blockquote>\n If your organization has its own Service Designer, it is easy to just dump the task of customizing customer-oriented products and services to them. If you would like to say that \u201cI just write code\u201dor \u201cI reply to support requests\u201d or \u201cI lead people,\u201d it may seem frustrating to fuss over some new trend. However, the truth is that the market is won with customer-oriented productization, and it is only achievable if everyone has the same understanding about the goal.<\/span><\/p>\n No one alone in the company is responsible for the customer experience. Or you could say that everyone is equally responsible for the service. The Service Designer enables the activity but does not own it.<\/span><\/p>\n Customer-oriented thinking or a service-providing organization are not possible without the participation of the entire organization. Service design is the responsibility of everyone, including you.<\/span><\/p>\n The first idea of service design \u2013 the letter A \u2013 is to contemplate your work and actions from the perspective of the customer. What significance and benefit does your work provide to the customer? What does it enable? It may be a relief to know that it is enough to think of your colleague as your customer, whose work you want to make easier. Perhaps you will help your colleague do something that facilitates someone\u2019s work with a customer. How can you help your customer \u2013 end customer and\/or colleague \u2013 make progress in their work?<\/span><\/p>\n What can you do to improve the customer experience?<\/p><\/blockquote>\n For example, retrospectives <\/span><\/a>are a good opportunity to contemplate together with the team who the internal and external customers are and what they are satisfied or unsatisfied with. This contemplation can be facilitated and concretized with the help of a stakeholder map<\/span><\/a>. When you know who your customers are and which aspects you are successful in, it is time to contemplate what the team \u2013 and everyone individually \u2013 could do together to promote satisfaction and functionality.<\/span><\/p>\n So keep in mind:<\/span><\/p>\n A<\/b> = Assessment of the customer<\/span><\/p>\n B<\/b> = Path (please excuse my use of P instead of B)<\/span><\/p>\n C<\/b> = CX, i.e. customer experience<\/span><\/p>\n … and you will get far. For example, you can check out our Service design workshops<\/span><\/a> to get your started.<\/span><\/p>\n Did I forget something? Would you like to add something essential or do you disagree with me about something? Contact us<\/span><\/a>.\u00a0<\/span><\/p>\n <\/p>\nWhy Should You Know About Things Besides Your Own Work?<\/b><\/span><\/h3>\n
How Does Service Design Affect your Work in Practice?<\/b><\/span><\/h3>\n
The ABCs of Service Design<\/b><\/span><\/h3>\n
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