New Service Design and Customer Experience
Services are often designed in an ad hoc and informal manner. Additionally, many services are oriented towards transactions rather than towards the creation of good customer experiences. S.Lab develops and applies methodologies for designing services in a structured way that balance customer experience and operational efficiency (Design Thinking from the Hasso Plattner Institute in Germany, Service Blueprinting, etc.).
Examples of questions that can be addressed through projects in this area:
- How to translate the service concept into a set of well-articulated processes capable of providing a good service experience to customers?
- How to redesign the customer and staff experience in the provision of a new service?
- Which digital technologies should be used to support the interaction of customers with the service provider? How to design the separation between the service’s front and back offices?
- How to design operations in a way that supports efficient service delivery throughout the entire customer experience?
- How to collect and treat data obtained through Biofeedback, AI, Image and Signal Processing, and Applied Neurosciences to design a better experience?
- How to organize the new service design process in order to ensure a structured decision-making process and foster the collaboration across the different functions within the firm?
- How to implement and maintain an innovation strategy in service firms and in public services?