From Door to Loyalty

Just as good product design leads to better usability, product performance, and user satisfaction, service design leads to happier customers, greater conversion, higher top & bottom line, and loyalty bordering on fanaticism. When the service provision experience is well-orchestrated, people don’t remember the service, they remember how it made them feel.

What has service design been known to do?

• Increase profits by 20%  (Amplifon)
• Attract millions of customers in less than a year  (Bank of America)
• Streamline operations during economic downturns  (Orange)
• Redefine brand reputation in a global marketplace  (Tiffany & Co.)

Great service happened by accident or intuition in the past. We do it by research and design.

Build to Enchant

Everybody’s building apps and websites, but not all of them survive. What is THE main determinant between product life or death? Users.

Users ignore designs that ignore them, and stop using products that aren’t easy, intuitive, and delightful. So how can you cater to such capricious masters? You put them first. Always.

Any product is created to serve a function. Don’t find out that it doesn’t after launch. Design and build it to serve.

Design with Science

Gone are the days when you can just design what you like. You have to design for your users, in context of your competitors, and you have to design for the bottom line. You can’t cater to them if you don’t know what they need. The problem is: They don’t come out and tell you.

How do you overcome the ambiguity of design and cater to all these factors?
Research. There’s no other way.