e-services in poland, europe

Why don’t we design services?

Services yesterday

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Services today

2/3 of the world’s business are services.

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76,8% 73,8%

Polish market is similar to the Western ones

79,5% 73,1%

73,5%

Source: International Monetary Fund, World Economic Outlook Database, April 2011

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Perception of service quality

There is a major gap between the evaluation of service quality by producers and by consumers.

80%   8%  

SATISFACTION  OF  PROVIDERS   SATISFACTION  OF  CUSTOMERS  

As many as 80% companies are satisfied with the quality of their services

Only 8% of the customers are satisfied with service

quality

Source: Bain & Company, Closing the delivery gap, 2005

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Designing services will be a complex task

Trust – the new service currency.

hitchhiking

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Accommodation „on the couch”

Designing services will be a complex task

Trust – the new service currency.

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Designing services will be a complex task

Trust – the new service currency.

Loans without bank as intermediary

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The search for the Holy Grail continues

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Just like100 years ago

Chair No. 14 manufactured by company Thonet, designed in 1859.

Silver cutlery, 1851

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In the 21th century we need service design

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In the 21th century we need service design

Service design – let’s take the bull by its horns

We studied e-service design in Poland

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We are monitoring e-service design

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Where are we heading?

Our actions will lead to the disappearance of the gap in service quality evaluation.

80%  

COMPANY  SATISFACTION   CUSTOMER  SATISFACTION  

As many as 80% companies are satisfied with the quality of their services

80% customers are satisfied with the level of services

8%  80%  

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Co-financing of the project

The project Design Your Profit is co-financed from the funds of the European Regional Development Fund

within the Operational Project Innovative Economy