Following on from Part 1 which explored the basic principles of service design, the practical and applied framework through which an organisation’s services are designed from scratch or existing services re-designed, is the service design process. The objective of this 4 step process is to effectively and holistically manage the quality and consistency of service [...]
Less than a decade ago patients would automatically consult a medical professional to address their health issues. Now with the proliferation of technology and availability of information, the patient approach to manage their healthcare has shifted. In Australia , 50% of patients use websites to manage their health, as well as mobile apps (29%), wearable [...]
Service Design is not a new concept. A strategic approach to Service Design solutions are however powerful differentiators for service-based organisations. Creating a vision, driven by the customer experience, that encompasses the flow of a customer journey and not only the quality of the interaction, is where the true value of good Service Design is [...]
Customer Experience (CX) is no longer a nice to have and is now a strategic business imperative. It is tipped to be most exciting opportunity for organisations in 2017. Furthermore, a study by Gartner predicts that by 2018, more than 50 percent of organizations will implement significant business model changes in their efforts to improve [...]
