Service design is the core of servitization. But turning strategic service propositions into customer-centric and profitable service processes in your business model is not a trivial task.
Service design – meeting customer needs with digital technology
Servitization is a major change. A shift from being product-focused to becoming customer value focused. To achieve this change, you need to put as much effort into your service design as you put into your product design. And your service design will impact your future digital product design.
FORCE Technology has developed an approach to service design for you to use. The approach is proven in action in real life projects with both small and large production companies. The approach is based on digitization of products – such as IoT-enabling - as the basis for the service design.
A servitization strategy is the optimal starting point for your service design – please see Strategy for servitization for understanding the strategy process.
How to do service design?
The FORCE Technology approach to service design with basis in product digitization looks like this:
The service ideation is based on design thinking as the basic method. The tools applied are customer journey maps, personas, customer experience assessments, service prototyping and business process design. The customer validation will be done using design panels and different observations technique. The digital product development using prototypes is described in Designing IoT products.
The service design process will – as the service ideation unfolds – piece together a business case for the service proposition in question.
If you want to learn more about IoT solutions, please contact us - or read more here.