Service Design or Retail Design?
If you haven’t read this quick story-you should.
Layout for Robbery
Sounds like poor SERVICE design not poor RETAIL Design. But this story does point out the importance of Service Design and how closely it is tied to our retail designs. Changing the architecture or interiors of an existing service, even slightly, can impact the way an employee delivers services to customers.
Q1.Do you all agree that when it is appropriate, we should encourage our clients to work with us to re-think their service at the same time we are re-thinking their architecture?
If you do, then you realize this means bringing in additional key decision makers on the client side that may not normally be directly involved in retail development for their company. For example to provide the most basic level of service design for Wachovia, we would have contacted some of the key service-oriented executives upfront and included them on team meetings as opposed to the one-off interviews we conducted.
Q2. If you still answer yes to my question, then would you be willing to tell a client that in order to serve them properly, we need a time commitment to the project from key (customer and employee service) decision makers before we kick off this project? Of course, many times they will say no and we will do the work to the best of our ability.
I truly am curious about everyone’s response to the two questions, so please reply to the group with your answers.
-Nikki
1 comment:
Q1.Do you all agree that when it is appropriate, we should encourage our clients to work with us to re-think their service at the same time we are re-thinking their architecture?
A: If the service and the architecture are going hand and hand then it is a no brainer. Improving one without the other may make the project fail or mediocre, but designing to two to compliment each other would ensure a very successful environment and enhanced business system.
Q2. If you still answer yes to my question then would you be willing to tell a client that in order to serve them properly, we need a time commitment to the project from key (customer and employee service) decision makers before we kick off this project? Of course many times they will say no and we will do the work to the best of our ability.
I would be willing to tell a client yes, but does it make since to offer varying levels of depth. Ultimately you want to do the deeper dive to create a complete project, but if you gave the customer say three levels, with each getting deeper, would they feel like they had more of a choice. There by making them feel comfortable going with a medium depth rather than an extreme depth and making them feel the pressure of one choice.
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