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The library of essays of Proakatemia

Learning journey – Service design



Kirjoittanut: Taru Jytilä - tiimistä SYNTRE.

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Learning Journey. We had our first Learning journey with the Swiss students right here at our premises. We hosted them for two weeks and focused on sales.

During our learning journey we were focusing quite lot in sales days, but this paja stood out as there was some technical and practical tips where to focus whilst looking at the product through your customers eyes. We went through customer journey canvas, which was new to me. On this essay I will reflect on what we learned.

The goal of the paja was to learn the basics of service design. I will take in use these steps in my work with the sauna boats.

Dialoque diamond is important in the service design process.

These four elements are a key for a high quality discussion. You must have voice, you must listen without interruption, respect and understand and suspend to stop and think about your thoughts.

Relationship between UX and SD – User experience and Service design

User experience focuses on what the end user faces, while service design focuses on how this user experience is created internally and sort of behind the scenes.

 

Service design

 

A process called service design places a strong emphasis on creating services that are both customer- and user-centered. The user experience, the perspective of the service provider, and the goals of the company are all included in this holistic approach to service delivery.

Designing effective, usable, and appealing services is the goal of the service design methodology. It is a client-centered strategy that seeks to produce services that satisfy the client. By concentrating on the customer experience, service providers’ perspectives, and organizational goals, service design aims to increase the quality of services. It entails comprehending the needs of the client.

The ability to develop services that cater to the needs of the consumer is one of the advantages of service design. Organizations can create services that are more user-friendly, effective, and efficient by concentrating on the demands of the consumer. Organizations can find areas for improvement and service gaps with the use of service design. Increased client happiness and loyalty, better service delivery, and higher revenue are all possible results of this.

The fact that service design promotes creativity and teamwork is another advantage. A multidisciplinary team that comprises designers, business analysts, customer service agents, and other stakeholders is involved in service design. Together, the team can pinpoint issues, come up with concepts, and create solutions that satisfy the needs of the client. By collaboration, firms may produce more original and imaginative solutions that set them apart from their rivals.

Many steps are included in the service design process, including research, analysis, ideation, prototyping, and testing. The first step is research, which entails compiling data on the client, the business, and the service. You can get this information via interviews, surveys, and other research techniques. The material obtained during the research stage is analyzed during the second stage, which is called analysis. This can assist in identifying the needs of the client, the goals of the organization, and any service gaps.

In the ideation phase, thoughts and ideas for the service are created. Workshops, brainstorming sessions, and other forms of teamwork can be used to accomplish this. Prototyping, which is the fourth stage, entails making a service prototype. The team can test the service using either a physical or digital prototype to find areas for improvement.

The prototype is tested with the customer during the testing phase, which is the last step. User testing, focus groups, and other research techniques can be used to accomplish this. The service can be improved upon and made more user-friendly using the input received during the testing phase.

Summary

In summary, service design is a methodology that emphasizes creating services that are customer-centered and user-centered. Understanding the needs of the consumer, developing the service, and providing the service are all components of this holistic approach. Organizations can gain from service design by enhancing service quality, fostering teamwork and creativity, and raising customer happiness and loyalty. Many steps are included in the service design process, including research, analysis, ideation, prototyping, and testing. Organizations can develop services that are more user-friendly, effective, and efficient by using this technique.

 

Links:

Interaction Design, 2021. Read on 20.3.2023. Link: https://www.interaction-design.org/literature/topics/service-design

Dialogue Associates, 2012. Read on 20.3.2023. Link: https://autismdialogue.wordpress.com/the-four-dialogic-practices-3/

Justin Pybus, 2019. Read on 20.3.2023. Link: https://uxplanet.org/ux-vs-service-design-whats-the-difference-2071fa03c947
Paja 14.3.2023, Link: What is Service design.pdf
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