Key Cutting Services : Transformations in Service Delivery
A decade ago, locksmiths typically operated out of housing estates, gradually expanding their presence into malls. And it was recently that I came across a video showcasing a vending machine that not only duplicates keys but also allows you to personalise them with stickers.
From Inconvenience to Hyper-Personalisation
This made me reflect on how services have evolved alongside technology. To make things clearer, I tried to chart a table that shows how different types of services are different in how they work and what they aim to do.
I categorised the services into three main groups: Inconvenience, Convenience, and Concierge. Inconvenience means customers go to get the service, while Concierge means the service comes to the customer. Convenience is somewhere in the middle. Customisation, personalisation, and hyper-personalisation are all part of each type of service.
It is important to mention that a service being considered inconvenient does not necessarily carry a negative connotation, as it can offer advantages if leveraged effectively. For example, I would perceive the vending machine as sitting between Inconvenience and Customisation.
Below, I outline how I would see the services are grouped:
After plotting out the table, I have had some thoughts about how services are inter-connected or possibly bridged to the personalisation level. This led me to the epiphany that it is not merely about service + AI bringing drastic changes to consumers or altering the job landscape. Perhaps, the key lies in integrating self-service elements, making self-service the primary goal.
So the question to self could be, how might one add a coin slot into the service that we are providing.
References and Notes
- Old Japanese vending machine.
