What is Digital Service Design?


See on Scoop.itEnterprise Social Media

“A beginner’s guide to the concepts underlying the NEXT Service Design conference to be held in October.”

 

You perhaps have heard of a concept called Design Thinking. It has grown out of disciplines of user experience design and planning. Wikipedia has a nice definition: “the methods and processes for investigating ill-defined problems, acquiring information, analyzing knowledge, and positing solutions in the design and planning fields.”

 

I don’t know about you, but that sounds a lot like what I do every day.

 

Anyway, an offshoot of these ideas is service design thinking, whose five major elements are, according to this article:

 

1. It’s user-centered – decisions are made for the benefit of the customer, not the service provider
2. It’s co-creative – all the different departments or people in the service provider work together to create the perfect experience
3. It’s sequenced – the provider understands the sequence of customer contact points and the customer’s journey with the service, and understands how to provide a good experience at each step
4. It’s evidenced – it’s brought to tangible life at every point of contact
5. It’s holistic – it involves the whole of the service ecosystem

 

If that doesn’t sound like your customer service, you should read this article and attend the conference.

 

See on nextberlin.eu

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About Social Media Performance Group

Social Media Performance Group is a premier enterprise social media consulting company that offers a unique approach to integrating social media into the enterprise — forget about the tools, it's all about the strategy! Rather than focusing on the tactics (do this or that on LinkedIn, Twitter, YouTube), first we work with you and your senior leadership to comprehend your corporate strategy. Once we understand your strategic objectives and goals, we show you how a comprehensive social media strategy can integrate with and support your corporate strategy. We take an enterprise-wide view based on our unique Enterprise Social Media Framework, which maps social media to all appropriate touchpoints in your enterprise. We go beyond the obvious quick hits — sales and marketing — and help you achieve social-media-driven results in areas such as product development, customer service, and employee engagement and retention. As a result, social media is not just bolted on; it is integrated with, and provides support for, your company's existing strategy and operations, yielding unprecedented results.
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