& Reduce Costs What Is Service Design? The Double Diamond - - PowerPoint PPT Presentation

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Apr 20, 2023 344 likes •511 views

How Service Design Can Improve Experiences & Reduce Costs What Is Service Design? The Double Diamond Discover Define Design Deploy Research Insight Develop Prototype Undertake research to Synthesise research Design personas,

SLIDE 1

How Service Design Can Improve Experiences & Reduce Costs

SLIDE 2

What Is Service Design?

Discover Define Design Deploy

The Double Diamond

Research Insight Develop Prototype

Undertake research to understand how customer view their interactions with your

rganisation

Synthesise research findings to identify collective customer needs, wants, feelings & pain points Design personas, customer journeys & lifecycles which eliminate pain points and drive delight Build prototypes of new services and test with customers, refine them pilot them again get further feedback before launching

SLIDE 3

Customer Experience Pyramid

Useful

“My needs were met”

Easy

“I didn’t have to work hard”

Enjoyable

“I felt good about it”

Source: Forrester

SLIDE 4

Listening To Customers & Employees

Post Interaction/ Event Surveys Employee Satisfaction Surveys Unstructured Data Mystery Shoppers Front Line Staff

Ethnographic Research

SLIDE 5

Personas

Different customers will have different needs & expectations.

SLIDE 6

Customer Lifecycles & Journeys

Buy & Begin

At the beginning of your relationship

Before

Where your customers come from

Own & Use

On-going usage & interactions

After

Do your customers stay loyal or leave

SLIDE 7

Organisational Structure

Those people who your customers see

Front-stage

People from other parts

f the organisation who

are invisible to your customers

& Back-stage

but impact on them

Customer Experience Ecosystem

SLIDE 8

Inside-out vs. Outside-in

SLIDE 9

How Are We At Meeting Customers Needs?

Source 2018 Temkin Experience Ratings: (10,000 US Consumers rated 318 companies across 20 industries

SLIDE 10

Moments of Truth

Poor Communications Non-Aligned Channels Product & Service Issues Broken Systems & Processes

SLIDE 11

From Data To Wisdom

Data

Who? What? Where? When?

Information

How?

Knowledge

Making the right decisions based on how and why

Wisdom

Why?

Insight

SLIDE 12

Contact Centre To Insight Centre

SLIDE 13

Companies who proactively manage their customer journeys

utperform those who don’t

The Benefits

Source:

Source: Aberdeen Group

SLIDE 14

Joining It Up

SLIDE 15

Thank you !!!!

07970 486 654 www.sedulous.co.uk Amy Scott amy@sedulous.co.uk