You may be familiar with buzzwords like service innovation, design thinking, CX, or UX design. Let's simplify it. The goal is to help our customers get something done that they want.
However, it's easier said than done.
🤓 We often presume to know what our customers want without truly understanding them. We quantify the 'what' and 'how much', neglecting the 'why' and 'how' driving their actions.
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🙈 We're treating symptoms, not the root cause, wasting time and money on the wrong solutions.
🛀🏽 We only focus on the moment our ‘product’ is used, disregarding the entire experience. Would you hire someone to clean only your bathroom or your entire house?
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📉 Low customer adoption and retention hindering growth
⭕️ Our focus remains on our department, not considering the ripple effects of change on other parts of the organisation.
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😵💫 A nightmare of complexity hampering progress and cross-functional collaboration
https://tella.video/introduction-to-fractional-service-design-47kt
The structured approach of design provides the right tools to design the entire service experience. Considering the customer journey end-to-end and the underlying processes and business model.
Strategic Design helps answer some key business questions. What is yours?
What business question is your priority?
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