Service Design
“80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree” Bain & Co
The conventional (convenient) wisdom is that business cannot improve service levels and profit at the same time.
Proto Partners employs Service Design, a skillset and toolset to develop a service so it is 100% centred around the needs of the customer ...and increases profitability at the same time.
Recent research conducted by Accenture at the end of 2008 showed that Australian service levels are at an all time low with over 50% of Australian consumers expectations were rarely or never met and over 60% of customers left at least one service provider in the last year.
To help companies achieve both increased revenues/profitability and happier customers, we employ a unique Service Design approach which recognises a service as a “product” that is manufactured by both supplier and consumer at the point of delivery.
By using Service Design, we centre it 100% around the needs of the customer, ensure it is responsive and flexible enough to change and adapt with the customer, through all the stages and many interactions of the customer journey. Most importantly, we ensure that it creates value not only for the customer but for the company as well.
What We Do? - Service Design
We find that the majority of requests for our Service Design services typically fall under three main areas: Service Strategy, Service Improvement and/or Service Creation.
We then work with you to understand the underlying issues and how different approaches can result in delivering a great customer experience and more profitable customers.
Service Strategy
Proto Partners assists our clients to define a Single Organising Idea for their organisation and then work with them to develop a service strategy to deliver upon it across all service touch-points.
Creating better services leads to happier customers and results in increased customer profitability. Too often, not enough thought has gone into, not only the development, but more importantly the impact of the service delivery for service based organisations. Proto Partners invests a significant amount of time and resources up front to uncover deep levels of consumer insight to develop Service Strategies that deliver increased levels of customer loyalty and profitability.
Service Improvement
Proto Partners transforms the performance of existing services to create new or better customer experiences which delivers increased customer loyalty and profitability.
Service experiences happen, whether an organisation plans them or not. When they are not intentionally designed, there’s a much higher likelihood of the experience being poor. The majority of our work is helping companies move from a service experience which is organically developed to one which is actively designed and ensures that all touch-points the company has with it’s customers, results in a consistent and seamless delivery that reflects the company and brand values.
Service Creation
Proto Partners develops new services for organisations to either capture increased value across their current value chain or help them extend their company or brands into new segments, categories or businesses.
The Service sector represents over 70% of the Australian economy and is growing in value and in size every year. We help organisations articulate their core competencies and use that as a platform to create new service offers that will help them expand into new areas.
Once we move from where to play to how to win, we use proven marketing, research and design tools and techniques to visualise new ideas, develop prototypes and then manage the testing and launch of new service propositions into the marketplace.
