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

Apr 20, 2023 •344 likes •509 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,

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, Build prototypes of new understand how findings to identify customer journeys services and test with customer view their collective customer & lifecycles which customers, refine them interactions with your needs, wants, eliminate pain pilot them again get organisation feelings & pain points points and drive further feedback before delight launching
Customer Experience Pyramid Enjoyable “I felt good about it” Easy “I didn’t have to work hard” Useful “My needs were met” Source: Forrester
Listening To Customers & Employees Front Line Staff Post Interaction/ Event Surveys Mystery Shoppers Employee Satisfaction Surveys Unstructured Ethnographic Data Research
Personas Different customers will have different needs & expectations.
Customer Lifecycles & Journeys Where your customers come At the beginning of On-going usage & Do your customers from your relationship interactions stay loyal or leave Before Buy & Begin Own & Use After
Organisational Structure Front-stage & Back-stage Those people who your People from other parts customers see of the organisation who are invisible to your customers but impact on them Customer Experience Ecosystem
Inside-out vs. Outside-in
How Are We At Meeting Customers Needs? Source 2018 Temkin Experience Ratings: (10,000 US Consumers rated 318 companies across 20 industries
Moments of Truth Poor Communications Non-Aligned Channels Product & Service Issues Broken Systems & Processes
From Data To Wisdom Data Information Knowledge Wisdom Insight Who? How? Why? Making the What? right decisions Where? based on how When? and why
Contact Centre To Insight Centre
The Benefits Companies who proactively manage their customer journeys outperform those who don’t Source: Aberdeen Group Source:
Joining It Up
Thank you !!!! Amy Scott 07970 486 654 amy@sedulous.co.uk www.sedulous.co.uk

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