SERVICE MANAGEMENT

Service design defines and develops the processes that create great customer experiences. Developing a Service Design creates a customer experience map for a utility service. The general principles of service design are to focus the designer’s attention on generic requirements of all services.
Task:
Identify the key players in the service encounter. Explain in detail the service concept (purpose of the service; please define target market and customer experience) and service specifications (performance specifications, design specifications, delivery specifications).
Create a visual representation of the service experience. This is called a service blueprint which shows the customer journey map for your chosen service design.
A service blueprint is a visual representation (for this task, in poster format) that visualizes the relationships between different service components: the “people, props (physical or digital evidence), and processes” that are directly tied to touchpoints in a specific customer journey. Nielsen Norman Group, https://www.nngroup.com/articles/service-blueprints-definition/
The poster depicting the service design will show the customer journey map, a diagram or several diagrams that depict the stages customers go through when interacting with a company.
This customer’s journey details the different processes customers go through to when they: become aware of; consider and evaluate; and finally decide to purchase a new product or service. Important in this journey are the different touchpoints that customers use to interact with a product / service.
Clearly identify the strategic importance of your Service Design in gaining competitive advantage. What types of service encounters are most prevalent/important in your service design?