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Designing the Digital Experience is pretty easy
October 11, 2017
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October 26, 2018

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October 11, 2017 raviraiya

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THE STORY BEHIND SERVICE DESIGN

DESIGN HIGHLY SUCCESFUL CUSTOMER EXPERIENCES THAT ACCELERATE THE INNOVATIVE CAPACITY OF YOUR BUSINESS

Service design is a method for creating or improving a service by describing and re-imagining a service through the eyes of the people using it. When people are using your product or a service, they interact with various interfaces and communication channels. Within larger companies, the design of these “touchpoints” is often done by different departments, which usually leads to gaps and breaches in the buying ‘journey’. In order to orchestrate consistent, cross-channel customer experiences, there is a growing demand for designers, managers and consultants with ‘Service Design’ expertise.

The entire service journey needs to be understood before the individual elements that make up a service can be designed or improved. As you can imagine, each step in this journey might look completely different, like how an ambulance, paramedic’s equipment, car park, hospital reception, hospital bed and hospital interior all form part of one service journey to better health. As a result, in service design, a wide range of design and business disciplines need to come together.

THE PROBLEM WITH GAPS IN YOU CUSTOMERS EXPERIENCE

DESIGN HIGHLY SUCCESFUL CUSTOMER EXPERIENCES THAT ACCELERATE THE INNOVATIVE CAPACITY OF YOUR BUSINESS

INTEGTRATED PERSPECTIVE ON YOUR SERVICE

Service design is a method for creating or improving a service by describing and re-imagining a service through the eyes of the people using it. When people are using your product or a service, they interact with various interfaces and communication channels. Within larger companies, the design of these “touchpoints” is often done by different departments, which usually leads to gaps and breaches in the buying ‘journey’. In order to orchestrate consistent, cross-channel customer experiences, there is a growing demand for designers, managers and consultants with ‘Service Design’ expertise.

The entire service journey needs to be understood before the individual elements that make up a service can be designed or improved. As you can imagine, each step in this journey might look completely different, like how an ambulance, paramedic’s equipment, car park, hospital reception, hospital bed and hospital interior all form part of one service journey to better health. As a result, in service design, a wide range of design and business disciplines need to come together.

CONNECTING CUSTOMERS EXPERIENCE

DESIGN HIGHLY SUCCESFUL CUSTOMER EXPERIENCES THAT ACCELERATE THE INNOVATIVE CAPACITY OF YOUR BUSINESS

CONNECTING YOUR ORGANISATION WITH SERVICE DESIGN

Service design is a method for creating or improving a service by describing and re-imagining a service through the eyes of the people using it. When people are using your product or a service, they interact with various interfaces and communication channels. Within larger companies, the design of these “touchpoints” is often done by different departments, which usually leads to gaps and breaches in the buying ‘journey’. In order to orchestrate consistent, cross-channel customer experiences, there is a growing demand for designers, managers and consultants with ‘Service Design’ expertise.

The entire service journey needs to be understood before the individual elements that make up a service can be designed or improved. As you can imagine, each step in this journey might look completely different, like how an ambulance, paramedic’s equipment, car park, hospital reception, hospital bed and hospital interior all form part of one service journey to better health. As a result, in service design, a wide range of design and business disciplines need to come together.

THE ART OF DESIGNING PEAK EXPERIENCES

DESIGN HIGHLY SUCCESFUL CUSTOMER EXPERIENCES THAT ACCELERATE THE INNOVATIVE CAPACITY OF YOUR BUSINESS

THE SERVICE DESIGNERS TOOLKIT

Service design is a method for creating or improving a service by describing and re-imagining a service through the eyes of the people using it. When people are using your product or a service, they interact with various interfaces and communication channels. Within larger companies, the design of these “touchpoints” is often done by different departments, which usually leads to gaps and breaches in the buying ‘journey’. In order to orchestrate consistent, cross-channel customer experiences, there is a growing demand for designers, managers and consultants with ‘Service Design’ expertise.

PERSONA

The entire service journey needs to be understood before the individual elements that make up a service can be designed or improved. As you can imagine, each step in this journey might look completely different, like how an ambulance, paramedic’s equipment, car park, hospital reception, hospital bed and hospital interior all form part of one service journey to better health. As a result, in service design, a wide range of design and business disciplines need to come together.

CUSTOMER JOURNEY MAPPING

CUSTOMER EXPERIENCE SKETCHBOARDING

AGILE SCRUM IMPLEMENTATION

LAURENS TRIMPE


Sinds 2005 heb ik als zelfstandige creatieve communicatiestrateeg meer dan 40 organisaties geholpen met het ontwikkelen van corporate communicatie, marketingcampagnes en nieuwe online tools. Naarmate de digitale revolutie zich voltrok, merkte ik hoe productontwikkeling en marketing steeds nauwer verbonden werden. Conventionele marketing- productontwikkelmethodes waren niet langer voldoende om een dienst te laten excelleren. Het was tijd voor een nieuwe manier van werken, een methode waarin een verbonden visie op het ontwikkelen van klantbelevingen centraal staat.



Toen ik in 2014 in aanraking kwam met Service Design, vielen de stukje op hun plek. Service Design biedt een canvas voor het ontwerpen uitzonderlijke klantervaringen, in co-creatie met alle stakeholders. Service Design zorgt voor een prettige, natuurlijke verbinding tussen mensen en merken. Bovendien verbetert deze methode de samenwerking tussen creatieve en technologische professionals die de dienst mogelijk maken.

Sinds 2016 verzorg ik trainingen in Service Design. Deze educatieve organisatie floreert en heeft inmiddels een betrokken community van getalenteerde Service Designers bijeengebracht. Hiernaast ben ik als Service Designer consultant werkzaam voor diverse organisaties in de Medische Sector, gemeentelijke overheden en het MKB.

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