Post by account_disabled on Mar 6, 2024 7:00:11 GMT
we say that it is a “human centered” discipline , that is, it focuses on clients, users, and flesh and blood people who interact with what is created. In fact, in service design, innovation is based on developing services so that people understand, connect and help solve their problems in a simple way. You can use service design to improve a current service or to launch a new one. And in case you didn't know, the roots of service design are in design thinking . If you want to know more about this methodology, we invite you to read this note . To carry out that innovation that causes a service to provide a “plus”, service design is based on different tools: – the customer journey map , a map that serves to identify the journey the user takes before, during and after the service. It allows you to observe the stages, the points of contact and decisive moments, as well as the emotional journey that goes through the entire experience. – the service blueprint , that is, a map of touch points, which describes how the tangible and intangible qualities of a service affect the way people feel and how much value they receive. As an operational tool, it allows you to visualize the components of a service with sufficient detail to analyze, implement and maintain it.
Read more details in this article . – the ecosystem map , a stakeholder map that graphs the user's relationships with the different actors and how value is exchanged through these interactions. – use cases or user stories, which are a technique from the agile methodology, and are used to describe the requirements of a digital service from the user's perspective. – empathy maps, that is, a guide that helps companies define the characteristics of their customers. From his name and age to his likes and weaknesses. Innovating in service design means focusing on people , it means helping to improve the existing relationship Buy Bulk SMS Service between clients and services. Do you dare to start or continue the journey towards innovation.by Shep Hyken Opinion | 0 Comments 3 ways to design services to improve the Employee Experience Awesome Responsibility is a concept I came up with several years ago. Describes the role an employee has when he or she interacts with a customer. At that moment, one person in the company represents everything in it. When people leave after doing business with a company, they often say things like, "I like doing business with them," or "They're so helpful.
Typically, the word "they" is used to describe the person who helped the customer. That person is responsible for offering the experience that represents the company . This is a very important job, which is why I refer to it as “the awesome responsibility.” Some may call that collaborator a brand ambador or company advocate, but I have a new title for that individual: CEO of the Moment. Each collaborator has great power: Amazing responsibility They may confirm your reputation, or not. They may deliver on your brand promise , or not. Either they may reflect the company's values, or they may not. You get the idea. Anyone who, at any time, interacts with a customer is confirming or eroding your brand promise. That is why it is so important to hire the right people and train them correctly. Let's talk about training for a moment. I've had discussions with clients about training seasonal employees, part-time employees, and employees who know they will leave within a year. My position is that everyone should receive training. Some may go through different levels of training, but all must be trained to provide a certain level of customer service. An employee is the reputation of your brand. Think about this.