Service Design

Today's world is all the same. Similar products, similar prices, similar qualities. Where do you decide would be the driving and decision points of your customers. Product innovation is the answer, they say. But it takes a considerable amount of time, money and effort to make it a reality and sellable in the market. And just when it reaches the shelf, its replications are sitting right next to it.

Service innovation is the key to being the market leader in today's world. People do not just buy products, they buy aspirations, dreams and experiences. Services are critical when buying a product. They are almost impossible to replicate and easy to customise. They encompass the pre, during and post sales stages supporting the sales of the product. If the need of the product is fulfilled along with touching the emotions of the customers with efficient services, the customer would be delighted. Product and services are the two sides of the same coin, of the offering of the company.

Services form the ecology in which the product functions. The product is supplied by one company but the services in the ecology are rendered by a number of people and players. Thus to create harmony, amongst them, product and the expectations of the user, design plays an important role. If you hire a graphic designer to design graphics, interior designers to design your interiors, then why leave services to untrained people.

Services require understanding of the system and more importantly the interaction of people with these systems and the emotions and experiences generated thus. This process starts with understanding the consumer, identifying the needs and opportunity, understanding the environment and then creating a service which would deliver a whole new experience.

Past Service Design Projects