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Service Design - a Founder's secret weapon?

~ by Alan W


What IS Service Design anyway? Probably one of the most difficult questions to answer. Many have never heard about Service Design (SD) and many more have different understandings of the words DESIGN and SERVICE. Those that do understand what it is and the value it offers to a Founder, find themselves in an awfully advantageous position.


Finding it difficult to understand what SD is? Too much information when exploring it? Confusing yourself (and others) and then missing out on the opportunity it can bring your business? There is something we can do to start with some sound understanding of this field that is proving to be extremely beneficial when building businesses of the future. A wide range of businesses across various sectors have embraced Service Design to enhance their offerings, from Uber, Airbnb and Spotify to Apple and The Red Cross. Why? Because they recognize the value of creating user-centered experiences.


Service Design (SD) is similar to User Experience (UX) in the sense that they are both about creating a great user experience but they are different in the way that Service Design isn't limited to a digital interface. Imagine crafting an experience, not just a product or service. That's the core of Service Design. It's a way to design and improve what your business offers, focusing on the entire journey for both you and your customers. Service design in essence, crafts user-centered experiences by considering every touchpoint in your business. Service Design has the potential to be applied to any business that wants to create a user-centered and innovative experience for the future.


Service Design isn't necessarily a mandatory requirement for every Founder, but it offers a strong set of tools that can significantly increase your chances of success. Here's why Service Design is a valuable approach to consider:


De-risk your venture.

Building a business is inherently risky. Service Design helps you identify and address potential problems early on by prototyping and testing your service with real users. This allows you to refine your offering before significant resources are invested, saving you time, money, and the headache of major pivots later.


Customer obsession from the start.  

Founders often have a great idea, but true success hinges on understanding and exceeding customer expectations.  Service Design forces you to focus on the user journey, ensuring your offering truly solves their problems and creates a positive experience. This leads to higher customer satisfaction, loyalty, and ultimately, business growth.


Standing out in a crowded market.  

Today's markets are fierce.  A well-designed service experience can be a major differentiator.  Service Design helps you think creatively about how to deliver your service in a unique and valuable way, giving you a competitive edge.


Building a scalable business.  

Imagine building a house without a blueprint.  Service Design acts as your blueprint, helping you map out the entire service ecosystem and identify areas for improvement. This ensures your business can adapt and grow efficiently as you scale your operations.


Efficiency for you and your team.  

By streamlining internal processes and communication channels, Service Design can lead to a smoother operation for your entire team. Happy employees provide better service, leading to a positive feedback loop for your customers as well.


Service Design equips you with a user-centric mindset and practical tools to build a business that's not only innovative but also built to last.  While not essential for every Founder, it's a powerful approach to understand and seriously consider.


Work with Alan W


“Solving niche challenges founders face”.


Illustrator: Lisa Williams (Instagram: @artist_llw)

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