Photo by Pujohn Das/ Space10
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Story: Kanchala Navanugraha
Service sector has been growing fast in the world economy today. Statistics indicated that, at the moment, private nursing service has already created more revenue than the automobile business in Germany, a country previously received a lot of income from industrial trade. Service around the world therefore has been developed quickly, as well as studies in this field.
One big part in service is their customers. This article, hence, will be discussing customer as an experience co-creator and technology as a tool for service user to build their own experience.
Customer = Co-producer
In service design, a customer always has a part in creating experience. A bus, for example, with no passenger would be giving no service. Or Youtube would not be considered a video-sharing service if no users uploaded any content.
It can be said then that a customer is a co-producer of a service. Therefore, they can also make the experience more successful. For example, if a passenger knows or has access to bus route and schedule, they will be able to pick the best journey (shorter route, releasing less carbon, better traffic). Or if a bank’s website is well designed as a platform for numerous financial activities, many customers do not have to waste money and time travelling to the bank building.
Nowadays technology plays a big part in our daily life. Business has also made great use of digital tools. Services, such as hospital, bank or airlines, today store their info in an electronic database and provide online activities or operation.
Digital Service has almost no boundary when it comes to creation. Some companies have made use of it so well that their customers become an efficient experience producer themselves. One example is Streetcar (now renamed to Zipcar), a British “car-sharing” company. Streetcar’s automobile is not parked at the company’s building or branches. Their customer can leave the car on the street or in a car park. The next customer, after registering online, is able to find the nearest car in their real-time database. Then he or she unlocks the car with a virtual key given via smart phone application, enters PIN code, start the engine with the actual key placed in the car by the previous client, and drive.
Thomas Lockwood, a former president of Design Management Institute (DMI), stated that a basic goal of service design is to make it convenient. But, in fact, a well-designed service is able to do more; it can make an impressive experience or even make customers care. From a business point of view, this is also an effective brand-making tool.
In Streetcar’s case, apart from speed and convenience, their electronic infrastructure also helps create a strong brand image. The message that the company is fast, up-to-date and compatible with today’s lifestyle is successfully sent across with the help of Service Design, merging with technology.
Photo credit: droidmatters
Photo by Pujohn Das/ Space10
The shortage of resources…
The increased number of senior citizens…
The relocation of world’s economic centre…
Through archives and records of our actions, the evidence of our existence is embedded in the data. On the other hand, the data also influences how we see the world and resulting into our actions. A tweet by Lev Manovich, a media theorist, stated that, “19th century was defined by the novel, 20th century culture by the cinema, the culture of the 21st century will be defined by the interface.” This notion may become true to the extent. So could the interface such as data visualisation improve our understanding of the reality of the world? Could it be used as a tool for knowledge cultivation?
Story: Atipong Amornwongpeeti
Heard of a Zipcar? Own a Nokia phone? Chances are that at least a couple of products and services you have been in contact with bear the fingerprint of Chris Downs, a brilliant mind who trailed the blaze for service design. However, as the field has garnered more disciples, this pioneer, now a Principal at Method, has forsaken the foundation assumptions of service design he formulated in its early days for a new vision that gives a new role to insights and better suits the current landscape.
Story: Sommanassa Ngernsa-ard
Professor Andy Miah’s interest has expanded extensively beyond his degrees in Science, Bioethics and Medical Law to other topics that concern emerging technologies and human enhancement. Basically, he advocates the use of technology to enhance humans, individually and socially. His books, lectures and articles usually advocate people to ponder about future of humanity beyond the current context so as to design it without restricted boundaries. His project #media2012 inside the mega event such as Olympics, for example, was also targeted to enhance humans socially with the power of digital media and citizen journalism. This article will seek to provide an insight to those innovative ideas that are centred around humans.