This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a framework for understanding the concept of Great Service Design, emphasizing its dual foundation in Technical Excellence and Customer Experience. It visually represents these dimensions on a graph, with Technical Excellence on the vertical axis and Customer Experience on the horizontal axis. The intersection of these 2 dimensions is labeled as "Great Service Design," indicating that success in service design requires a balance of both elements.
The text highlights that Service Design perceives Customer Satisfaction and Cost Management as complementary objectives rather than opposing forces. This perspective challenges the common notion that improving customer satisfaction must come at the expense of cost efficiency. Instead, it suggests that a well-designed service can enhance both satisfaction and cost-effectiveness simultaneously.
A critical point made is the potential pitfalls of neglecting good design. The slide warns that without effective design, decision-making may overly focus on cost rather than value. This shift can obscure the distinctions between services, leading to suboptimal choices that prioritize short-term savings over long-term benefits.
The comparison drawn to Industrial Design reinforces the idea that excellence and efficiency can coexist. This analogy serves to illustrate that just as great products are designed with both functionality and aesthetic appeal in mind, so too should services be crafted to achieve high standards in both technical execution and customer engagement.
Overall, the slide effectively communicates that achieving Great Service Design is not merely about one dimension, but requires a strategic approach that integrates both technical and experiential factors.
This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.
This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.
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Customer Experience Service Design Cost Management Customer Satisfaction Customer-centric Design
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