5 WAYS SERVICE DESIGN CAN OPTIMIZE CUSTOMER EXPERIENCE
Views Blog Moi Studio
Learn 5 ways to improve your customer experience with service design. We look at the benefit of service design to your users and business.
5 WAYS SERVICE DESIGN CAN OPTIMIZE CUSTOMER EXPERIENCE
Very often, companies are looking at optimizing their Customer Experience to increase efficiency and output. This is great! And something that should be done regularly. To thrive today, we all need to become more efficient, increase output, and innovate. Never forget innovation, it’s the missing ingredient to the companies that thrived and then failed. Companies and individuals are expected to do more with less time and budget. Customer expectations are always high. There is no doubt that increasing reputation through a reliable service and product takes time and years but shattering that trust can happen overnight. The thing is, our customers can be our employees, our audience, or even our consumers. This is what makes things tricky. So, the question is, how can we constantly improve, but not destroy what we have built?
Service Design
In my opinion, I believe service design principles is an answer. Service design can aid us tremendously in optimizing the customer experience. At Moi Studio we define service design as the study and improvement of customer interactions through various service provider mediums. This can through a magazine, point of sale, or an app. Any time a person has an area of interaction, we can analyze it to make sure it meets the customer’s wants and expectations. It is always about the customer. So, let’s talk about a couple of ways to utilize service design to optimize processes.
1. Customers
Understanding our customers is essential. The whole purpose of service design is to understand our customers and their interactions. Every company should have a mission to do so as well. It is very unlikely that we will create something meaningful if we don’t know who we are creating for. Right… I hope we are all in agreement. Are our customers millennial, Physician Assistants, female, gamers… This means we should know the demographics and psychographics of our customers. An easy way to optimize is to make sure we are placing effort in targeting the “right” customer.
2. Understand Customer Ecosystems
Breaking down the customer experience can seem like a daunting task. The key is to start. If we don’t understand the ways people utilize our services, how are we going to optimize it? Constructing a Customer Ecosystem is the first step to see what reach we have with our customers. A Customer Ecosystem identifies all the touchpoints a customer has with our communication, services and products. Remember, everything we offer should be meaningful. Very often, we will find that there are duplicate and unnecessary areas in our communication, services, or products. Or there might be missing links. Suddenly, we can be in a panic because there is no social media integration within the customer experience, or our app isn’t connected to our products. It is better to identify our weaknesses, than to ignore them. We can optimize our customer experience by strengthen our weak areas and understand our strengths in the Customer Ecosystem.
3. Explore Touchpoints
Once we understand our Customer Ecosystem, we can explore each touchpoint. There are multiple tools we can use to do this, from contextual research to interviews to mapping. It is important to explore how users interact with the communication, service, or product at that touchpoint. This will lead to discovering painpoints and opportunity spaces. Each time we dig deeper into our customer understanding, we find areas of inefficiency that should be simplified and optimized.
5. Innovation is the best Optimization
Optimizing a customer experience may sometimes lead to a misconception. Incremental improvements are not always the key to success. We, as creatives, should always try to innovate throughout the customer experience as we improve it overall. This is the greatest value of utilizing service design principles. We can breakdown, analyze and understand customers and their interactions. When we understand the customer experience, it will give us options to innovate, which is the best way to optimize. Remember, innovation is key to success, companies that decide to just gradually improve themselves will eventually get overshadowed by those that have innovation in their DNA.
Service design tools are great to optimize how and why we invest time in our initiatives. At Moi Studio, we always recommend clients to start with strategic methodologies such as service design. We utilize service design principles to define, analysis and improve our clients’ initiatives. We can figure out the strengths and weaknesses and create focus. The focus will allow us to optimize and improve customer experiences.
Also, if you want to learn more about Customer Ecosystems click here or if you want to learn more about Experience Webs click here.
I hope you all enjoyed this article. If so, feel free to like and comment below!
Thanks.
Want to Learn More?
How we Develop Service Design
Building Strategic Business Services
Learn how we innovate business through service design. Looking at the customer touchpoints we encounter everyday.
Top 5 Work From Home Tips From Moi Studio
Develop Customer Ecosystems
How Strategy Can Impact Your Design Process!
Impactful Experiences- Experience Webs
Three Reasons to Use Storytelling In Your Design Process
Contact Moi Studio
Are you interested in learning more about how to include storytelling your design, project, and/or company.
Hi! Thanks for this info. I noticed there are only 4 points listed here since #4 is missing? Was that removed at some time in the past year?
Cheers!
I see something genuinely interesting about your website so I saved to fav.
Hello there, just became alert to your blog through Google, and found that it is
really informative. I’m gonna watch out for brussels.
I will be grateful if you continue this in future.
A lot of people will be benefited from your writing.
Cheers!
Howdy, i read your blog from time to time and i own a similar one and i was just curious if
you get a lot of spam responses? If so how do you reduce it, any plugin or anything you
can advise? I get so much lately it’s driving me crazy so any help is
very much appreciated.
Hi Julio,
Thanks for reading. I would recommend checking your comment settings to increase security and reduce bots from commenting. Do a quick search with these keywords and you may find some aid “stop spam comments WordPress.” Of course, this is if you are utilizing WordPress.
Thanks for reading.
-Moi Studio
Hello mate, I just wanted to tell you that this article was actually helpful for me. I was fortunate to take the tips you actually so kindly shared and even put it to use. Your web blog article truly aided me and i also would like to inform your dedicated audience that they really have someone that has her or his thoughts fixed. Thank you once more for the excellent posting. I’ve truly bookmarked this on my favored online bookmarking web site and i also recommend everyone else do the very same.
This is my first time pay a visit at here and i am really happy to read everthing at one place.
Your blog is a success, very complete. Ahhh when passion is there, everything is 🙂
C’est en réalité une information agréable et utile. Je suis convaincu que vous venez de partager ces informations utiles avec nous. S’il vous plaît, gardez-nous au courant de ceci. Merci d’avoir partagé.
Beeindruckend! Dies könnte einer der nützlichsten Blogs sein, die wir jemals zu diesem Thema gesehen haben. Eigentlich großartig. Ich bin auch Spezialist für dieses Thema, damit ich Ihre Bemühungen verstehen kann.
Vous avez relevé des détails intéressants ! ps site décent.
Yeah. that’s what I was exploring for.. thanks.
Ich habe es genossen, Ihren Artikel zu lesen.
Você tem um fabuloso blog de graças.
Your blog is a success, very complete. Ahhh when passion is there, everything is 🙂
Va ser divertit llegir el seu article.
excelente artículo.