What is a service design?
Service design is the analysis and planning of processes, technologies and interactions that enable products or services to be delivered to the user with a user-centered approach. Service design is the planning and organization of the service provider's resources to improve the user experience and employee experience. It is to be divided into the process stages of the service offered and examined in terms of intervening actors, location and other factors and to produce solutions to meet the needs of the users as a result output. A comprehensive approach is applied to service design, including user experience and product experience. Macro and micro-level factors affecting the experience are taken into account in order to offer a solution proposal that covers all the actors involved in the process. In the service design process, problems must be identified and the needs of the user and service provider should be addressed in all dimensions.
In order to analyze the problems that occur when delivering service design service to users:
- All actors involved in the process of accessing and providing services,
- How users interact with the product or service currently offered and what they experience throughout the process,
- How customer service teams and front-runners interact with users,
- Systems that ensure the continuity of the service provided,
In summary, all elements of the service offered are examined in detail.
What does the service design respond to?
While most organizations use most of their resources to improve customer-oriented output, they can ignore internal processes. This imbalance causes disconnections within the organization and problems within the functioning. Service design to fill in the gaps when such problems arise:
- Harmonizes the business model with the service offered. It determines the requirements to provide adequate service throughout the product lifecycle and regulates its work in the same context.
- It prepares the environment for discussions that question procedures and conceived practices and reveal missing connections. It creates collaborative and cross-functional solutions of stakeholders.
- Mapping the holistic cycle of service processes provides a bird's eye view of your organization and service ecosystem. This study helps determine the problematic areas where resources are used inefficiently and where the problems that cause customer satisfaction to decrease occur. Identifying and eliminating inefficient use of resources saves money, increases employee productivity and reduces costs.
- Service design helps align the roles of actors in the background, organizational activities such as process and workflow, with foreground actors.
Why is service design important?
Service design systematically seeks a healthy balance between different needs of users and organizations. It maximizes the user's product experience to be profitable for your business as well.
Today, brands stand out with the product, service or brand experience they offer to their customers. Providing and maintaining a certain standard of service presents many challenges due to the need to operate through multiple channels and manage all channels. Service design allows you to meet the same standards in all channels where you bring your service to the user and to reach higher standards in line with the needs of the users on a regular basis.
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