presentatie service design
TRANSCRIPT
Utrecht, 3 June 2015www.eluxis.com
Service Design 4 diamonds to make Content a Service
About Eluxis
About Eluxis
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low highgeneric
specificdifferent
undifferentiated
market value
div
ers
ity
cust
om
er
need
source: Pim and Gilmore, ‘The experience economy’
extractcommodities
make goods
deliverservices
provideexperiences
STEVE JOBSCEO, APPLE
“Find out what people want, and give it to them.”
80 %
8 %
Companies that believe theyprovide a superior proposition
Companies whose customer agree
Perc
en
tag
e o
f com
pan
ies
service anticipation
gap
source: Bain Customer-led growth diagnostic questionaire; Satmetrix; Net Promoter Database
= opportunity
Service Designaims to create services that are useful, useable, desirable and efficient;is a human-centered approach that focuses on customer experience and the quality of service encounter as the key value for success;is a holistic approach that considers in an integrated way strategic, system, process, and touch-point design decisions;is a systematic and iterative process that integrates user-oriented, team-based multidisciplinary and creative methods in every learning cycles.
≠
customer insights
business results
business insights customer satisfaction
≠
usable
efficient desirabl
e
logistics
marketing
engineering
psychology
management
ethnography
servicedesignthinking
+
Service Design
22% higher gross margin
20%increase of profit
attract new customers grow margins &Streamline operations
source: Amplifon, Continuum 2010; UK Design Council 2013; Orange Mobile, Engine 2000; Bank of America’s, IDEO 2006
+
DEVELOP
explore ideas &experiments
DISCOVER
define needs &opportunities
insight
plan shipbuild out
DEPLOY
transition & implement service
DELIVER
deliver service to customer(s)
DISCOVER DEVELOP DEPLOY DELIVER
|| quadruple diamond ||
By using service design you create solutions that add value to the user
and organization.
Peter van Bart
053 4803040
www.eluxis.com
Maree Govaarts
053 4803043
www.eluxis.com