Comments on: What are the common Service Design pitfalls? http://www.31v.nl/2009/03/what-are-the-common-service-design-pitfalls/ +31 30 890 3220 / energie@31v.nl Mon, 05 Dec 2011 09:00:10 +0000 hourly 1 By: Justin Knecht http://www.31v.nl/2009/03/what-are-the-common-service-design-pitfalls/comment-page-1/#comment-1106 Justin Knecht Thu, 23 Apr 2009 10:25:40 +0000 http://www.31v.nl/?p=1883#comment-1106 As far as any special skills, no. On the customer side, I think you learn more from those people at extremes of use. Power users. People who have switched. Front-line employees should be chosen in relation to having contact with customers at key points of contact. As far as any special skills, no. On the customer side, I think you learn more from those people at extremes of use. Power users. People who have switched. Front-line employees should be chosen in relation to having contact with customers at key points of contact.

]]> By: Aletha Bitter http://www.31v.nl/2009/03/what-are-the-common-service-design-pitfalls/comment-page-1/#comment-1100 Aletha Bitter Thu, 16 Apr 2009 19:12:21 +0000 http://www.31v.nl/?p=1883#comment-1100 Thank you for your comments. Can you ask just any customer or front-line employee to participate in an service design project or do they need special skills? I know a service designer guides them through the process, and the customer/ front-line employee knows a lot about the services offered, but are you asking random people to help designing or do you select certain people? Thank you for your comments. Can you ask just any customer or front-line employee to participate in an service design project or do they need special skills? I know a service designer guides them through the process, and the customer/ front-line employee knows a lot about the services offered, but are you asking random people to help designing or do you select certain people?

]]> By: Justin Knecht http://www.31v.nl/2009/03/what-are-the-common-service-design-pitfalls/comment-page-1/#comment-1099 Justin Knecht Thu, 16 Apr 2009 14:27:41 +0000 http://www.31v.nl/?p=1883#comment-1099 I think as service designers we need to pay special attention to the aspect of service implementation and training. It's all very exciting and glamorous doing service and experience mapping, but you can't forget that you're going to have to get buy-in and behaviour change from front-line employees. As well as understanding if and how the implementation can scale. I think as service designers we need to pay special attention to the aspect of service implementation and training. It’s all very exciting and glamorous doing service and experience mapping, but you can’t forget that you’re going to have to get buy-in and behaviour change from front-line employees. As well as understanding if and how the implementation can scale.

]]> By: Joel http://www.31v.nl/2009/03/what-are-the-common-service-design-pitfalls/comment-page-1/#comment-1092 Joel Mon, 06 Apr 2009 16:39:00 +0000 http://www.31v.nl/?p=1883#comment-1092 It's a challenge getting some senior managers, who have been promoted to those positions because they know how to fix the service, to recognise that the front line staff and customers know better than they do! It's a challenge giving the delivering something tangible to the customer that they can point to and say "that was worth £xxxx!" It's either a large format, hi def illustration of the new service, or some qual / quant evaluation of it. But the service is often so intagible. The more they are involved in the design the more this expectation can be managed It's a challenge getting subcontractrs to play ball It's a challenge defending scope creep - there's always another layer of complexity in any service, but only so much the client is willing to pay to fix! It’s a challenge getting some senior managers, who have been promoted to those positions because they know how to fix the service, to recognise that the front line staff and customers know better than they do!

It’s a challenge giving the delivering something tangible to the customer that they can point to and say “that was worth £xxxx!” It’s either a large format, hi def illustration of the new service, or some qual / quant evaluation of it. But the service is often so intagible. The more they are involved in the design the more this expectation can be managed

It’s a challenge getting subcontractrs to play ball

It’s a challenge defending scope creep – there’s always another layer of complexity in any service, but only so much the client is willing to pay to fix!

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