- Service design
Service design
Service design helps organisations innovate by understanding the changing needs of their customers and building an organisation that is capable of developing products and services people love to use. - Our clients
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Service Design
Building the ultimate customer experience
Koos creates services people love to use
Innovate for the world of tomorrow
The world around us is changing faster than ever. As an organisation it is no easy task to reinvent yourself, remaining relevant to your customer and realizing sustainable growth.
Service design is a results-oriented methodology, which organisations can use to seize or create opportunities, test service concepts and commercialise them quicker than any other.
Darwin already knew it; to stay successful on the long term, you need to be able to adapting to the changing world around you.
Creating sustainable growth
Where ‘adapting to change’ is important when circumstances change rapidly, it is the skills of optimisation, efficiency and streamlining that let organisations flourish and grow in more stable environments.
If you want to ‘survive and flourish’ in the long term, you need to be able to let your organisation excel in both environments. Finding the right balance between incremental and radical service innovation gives you the ability to create ultimate and sustainable growth.
Every Euro spent on design, results in an extra turnover of over 20 Euros, and an additional net profit of 4,12 Euros.
Research by UK Design Council , 2013
Service Design as a verb
Service Design is a process that can be applied to innovation services. The methods help to improve current services (incremental innovation) and to design complete new service propositions (radical innovation). The Service Design process consists of 5 phases; Empathize, Define, Ideate, Prototype en Test.
Research plays a central role in the Empathize phase, where customer insights are gained by the use of several explorative research methods, like contextmapping and deep customer interviews. In the Define phase, the actual innovation strategy is defined, where tools like Morphology and Personas are used. In the Ideate phase multiple brainstorm techniques are used to create service improvements and new service concepts. The Prototype and Test phases help to use a quick and lean process to realise service prototypes and validate them with customers. Thereby, new input for another iteration of the Service Design process is created.
the 5 Service Design Principles
Usercentered
With everything we do, we put the user in a central role.
Holistic
Looking at the entire service delivery from start to finish.
Co-creation
We work with a diverse and multidisciplinary team to execute projects.
Surface to core
Work work from the surface of the service towards processes and systems deep in the organisation.
Iterative
Service Design is an iterative and continuous process.
Service Design as innovation engine
Service Design is a discipline that helps organisations to streamline both incremental and radical innovation. It aims to create value for the customer and thereby increases both loyalty and the Net Promoter Score. Additionally, it creates value for the organisation in terms of efficiency, competitiveness and profitability.
Time after time, research has proven that companies putting design at the core of the organisation can innovate more quickly and efficiently. Therefore they can not only be more competitive, distinctive and profitable, but have more satisfied customers.
A recent research by Design Management Institute shows that companies that put design at their core outperform S&P companies by 228% over a period of 10 years! Read more…
Services conquer the world
New developments like ‘mobile connectivity’, ‘enabling platforms’ and ‘the internet of things’ give a big boost to the development of service-systems. Service-systems. They are cleverly designed holistic experiences that deliver the right customer experience throughout each touchpoint of the entire customer journey.
