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Story: Kanchala Navanugraha
Service Design is, in essence, an experience design. Therefore, Understanding what happens to customers can provide business owners and designers a tool to set up a more effective service. This article will then be introducing ‘experience’ in this field.
According to Service Design: From Insight to Implementation, there are 4 types of experience, which are;
Customer’s Expectation and Service Design
Apart from experience itself, another key factor affecting client’s judgment is their expectation. Service designer must therefore also manage customer’s expectation. It is advised that service designers consider the following issues;
Firstly, the gap between expectation and a real experience must be managed. They have to be as close to each other as possible. If the service is moderately delivered but customers are misled and expect exclusive treatment, the whole experience can possibly turn negative.
Moreover, experience should be provided with consistency. Giving an exceptionally ultimate treatment can bring satisfaction. But it will be short-lived, if the customer does not receive the same quality of service again in their next visit. Therefore, linear and predictable service is recommended. However, up-and-downs can be added, but it should be in a controllable level.
Lastly, all service touchpoints, e.g. call center, company website or application, must work in harmony. For example, language and visual communication must be designed in the same direction.
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.