Good service is an important requirement for customer loyalty and satisfaction and is therefore a key factor in a company's success. With the help of service design, companies can develop outstanding processes that ensure maximum customer satisfaction. In this blog post, we explain what Service Design is and how you can use it for your business.
What is Service Design?
Service Design deals with the question of how successful services can be designed. It's not about working on individual touchpoints between customers and employees, but about looking at the entire service economy of a company. In other words: all processes that can be designed and optimized in terms of a positive customer experience.
To improve a company's service, service design looks at various processes within and around the company: This can be the interaction with the customer himself. But also the communication within the company or the user experience with a service or a product. Service is understood here as an overall system that moves through all company processes and interactions. Service design is then used to develop a concept and make suggestions for improving the processes.
Do you want to learn more about service design? Then have a look at our certification to become a certified A4Q Service Designer
Why is good service so important?
In an era in which competition in the business sector is constantly increasing, new companies are constantly entering the market and user demands are rising, good services and positive user experiences are important for retaining customers and attracting new ones.
Especially in the digital age, the service experience often makes all the difference: even small mistakes like a confusing website, unclear navigation, or lack of customer support can make users turn their backs on a company and complete a purchase with the competition.
At the same time, online giants such as Amazon, Paypal or Netflix show that good service can lead to enormous corporate success: With their comprehensive services, which are specifically designed to offer added value for customers, the big players delight millions of users every day and are among the market leaders in their industry.
A SAS study also shows how important service is: internationally 61 % of all respondents are willing to pay more for a product or service if the company offers them a good customer experience.
Success through service design: Here's how!
In order to be able to design user-friendly processes and inspire customers with unique experiences, service designers always try to take the user perspective and put themselves in the position of the customer. The first step is to understand the customer's experience along his or her customer journey and to understand his or her wishes, needs, and challenges.
This involves looking at all the touchpoints, both personal and virtual, between the customer and the company, and identifying any pain points that may negatively impact the customer's experience. Building on these findings, considerations are made as to how the processes in the company and in the interaction with the customer can be improved.
It is important to always keep the customer's needs and goals in mind and to understand that customers often do not look at the individual touchpoints but rather evaluate the overall experience with a company.
Conclusion: Service design can be learned!
The design of unique and convincing services is becoming increasingly important in today's business world. Service design can help to take a holistic view of processes and create successful service systems that positively accompany customers from their first contact with a company to the conclusion of a purchase (and beyond!).
Within the service design process, various interdisciplinary methods can be applied, e.g. design thinking, user design, or business analysis, which help to better understand complex problems and solve them in a goal-oriented manner.
With A4Q's Service Designer certification, you will learn methods and techniques that allow you to look at problems from a user-centered perspective and develop innovative solutions.
You will learn about different areas such as Business Service Design, Design Thinking, and Customer Experience Analysis and how to use them to design successful service processes.
You can find out more about A4Q's Service Designer certification here.
Do you have questions or want to share your own experiences with Service Design?
Then feel free to leave us a comment, we look forward to hearing from you!