What separates bad service from good service? And how can we achieve great service? Those are the questions we are tackling today.
The Good, the Bad, and the Fantastic
Think about a bad service you’ve experienced. Immediately, you’re probably thinking about the DMV, cable companies, or that restaurant that always loses your order. It’s easy to think of bad services.
It’s easy to get excited about designing products and forget about services, but trust me, what’s easy for you isn’t good for your users. You have to make sure your services are designed for user experience just as much as your products are.
Where Service Design comes into play
The very first step to creating a truly enjoyable service is knowing who your users are. If you’re seeing a trend in the stuff we like to talk about, you’re right. We’re all about user experience over here. Get to know your target audience, then move to step two. Research and brainstorm every point they enter into contact with you service. Service Design promotes shaping your users engagements at these precise moments in time and place. It’s about making sure your users are having great experiences at each touch point.
If each point of contact with your service is great or better, then the minimum you’ll get are users walking away with good feelings. That’s the worst case scenario. At best, you’ll have users that are actively excited about their experience with your service. They’ll talk about. Share it. Come back. And they’ll bring their friends.
In the end, you’ll have a positive impact on your users and create business value and increased ROI for your company. There’s a whole lot of difference between bad service and awesome service. Make sure you’re providing the latter.