THROUGH NEXT-GENERATION DATA & DIGITAL METHODS
Simply put, service design crafts “how” a product or service is taken to the customer.
Say you visit a hairdresser. The haircut itself is only part of your overall experience, even though it is the main product offering.
Service design concerns itself with all customer touchpoints. This includes the hairdresser’s booking app, your confirmation SMS, how long you wait upon arrival and whether you get offered a drink or not.
Imagine two coffee shops (alongside each other) selling similar coffees at the same prices. The only differentiator is service design. If one shop consistently serves customers better and faster, it will win more market share.
Service design is a critical differentiator, especially in a competitive market. The leader that does not pay attention to service design will inevitably see it in the numbers.
Using service design tools and techniques,
we identify and involve key stakeholders collaboratively. We design personas
and use data collection to give us
direction. Eventually, we map
out and optimize customer
touchpoints in the right sequence.
Clean, simple and elegant customer experiences. From sale to delivery,
the customer is left speechless.
HAVE I NOT HEARD OF SERVICE DESIGN?
The field itself is less than 40-years-old. Beyond this, it is well entrenched as a concept in the US and Europe. Today, some of the strongest minds and firms in this field emerge from Europe.
Evidently, it is not very established in Africa. While some saythat service design is a first world problem, we beg to differ. We have unique African challenges. We ought to take steps to understand our peoples and our markets, striving to bring Africa-relevant service models to bear.
& NORTH STARS
We’d be nothing without the mother of service design, Lynn Shostack, who coined the term and developed it further. We acknowledge the veteran brands that provide leadership, direction and thought. We are grateful to be part of a strong global ecosystem.
TIME TO IMAGINE
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