Nearly every business views the “effortless customer experience” as a top strategic priority. But what does that really entail? What exactly constitutes “effort” in the eyes of the customer? What causes this effort? And how can it truly be reduced (or eliminated)?
Key topics include:
• Is effort really important to customers?
• Why businesses should take “effortless” very seriously?
• Which KPIs can help measure customer effort?
• 10 keys to reducing customer effort
• 9-step checklist for using self-service to reduce effort
Service Design is gaining traction as the leading methodology for designing and delivering service experiences across industries and sectors. Service Design Week compiled some leading case studies on just how service design is being utilized to maximize value for all stakeholders. In addition, check out some of the open source resources and communities forging the way forward in service experience innovation.
Interested in learning more about Service Design Week? Email us for a copy of the event brochure.
Emilee Kaufman, Manager, Corporate Partnerships, Population Services International (PSI)
Mary Philips, Program Manager, Population Services International (PSI)
Missed out on Service Design Week 2017? Brought to you by our Philanthropic Partner, PSI, PSI takes a business approach to saving lives by addressing HIV/AIDS, malaria, sanitation and access to contraception in the developing world. They believe it’s time to put health care directly into the hands of consumers. When beneficiaries are treated more like consumers, when they are deeply engaged in program design and when care is brought as close to them as possible, greater health outcomes are achieved, faster.
Attendees participated in a “Design for Good” challenge. Take a look at their presentation.
Easy Service Design Techniques to Design Customer Ecosystems Beyond the CX/UX Vertical
Peter March, Director of User Experience, FCB Health
Missed out on Service Design Week 2017? Leveraging case studies and anecdotes, Peter introduced attendees to the tested tools and techniques from the field of service design that they can start using immediately to help approach the design of services in a more holistic and comprehensive way.
Take a look at his presentation.
Content, Service Design, and Customer Support
Heather Simon, Director, Service Design, AutoDesk
Missed out on Service Design Week 2017? Five years ago, Autodesk recognized a need to reinvent how they were delivering services to customers. Heather Simon, Autodesk’s first Service Design Director, was brought on to build a service design organization for this purpose. Hear Heather’s service design journey, including:
- How her product management and communications background prepared her for service design leadership
- The cross-functional role of her service design shop acting from the operations silo
- “Train the trainer” initiatives across Autodesk design teams to evangelize service design methods
- Atlas, her team’s bespoke journey mapping software, now used company-wide
Take a look at her presentation.
- David Weissburg, Director, Design Strategy, Fidelity Labs
- Mark Rogers, Director, Design Strategist, Fidelity Labs
Missed out on Service Design Week 2017? Human-Centered design has emerged as the industry standard for design research. But might human-centered research, by its nature of putting “the user” in the middle, be in danger of serving only part of those in need of support?
In this workshop, David Weissburg introduced the budding concept of Relationship-Centered Design. Through interactive exercises comparing various depths of design research (customers, users, humans, relationships), observe the differing research outcomes achieved dependent on the methods used. attendees walked away with a new, relationship-centered mindset for navigating the fuzzy front end of innovation.
Take a look at their presentation.
Interested to see who attended Service Design Week? Take a look at our 2017 current attendee list where you will get a sneak peak at the organizations that will be joining you this year!
- Fidelity Labs
and many more. View the full list or email us if you have any questions.
Interested to see what happened last year?
Our inaugural Service Design Week was proud to gather the service design community, from newbies to experienced practitioners, diving deep into what service design can mean for customer management.
As we embark in 2018, we look forward to reconvening this community to continue the service design conversation. Until then, enjoy this report, key takeaways from your fellow attendees, and the fantastic work of our graphic artist.