Customer-induced activity vs customer-independent

Customer participation is one of the crucial factors in the service processes. Today various services produce customization through customer involvement in the service creation. The service provider facilitates co-creation by involving customers at multiple touchpoints of service creation and delivery. The degree of participation varies from low to high, and sometimes it’s none if the customers don’t want to participate or don’t possess the skill or knowledge to carry out the activity.

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Challenging the digital-panacea belief

Challenging the digital-panacea belief

I have a background in User Experience Design, and I came across service design while I was going through the rigmarole of corporate world. My previous experience of work had a user-centric approach to design and problem solving, but solutions were always digital in nature, irrespective of the nature of the problem. I was fine with that until, I faced a situation where an efficient solution was to re-design a tangible information source, rather than making a change to the website.

The idea of restraining our solutions only to one channel e.g. the digital channel made me questions the approach, intention, and vision. A lot of times, the problems were occurring at a different point of service interactions and channels than digital. I needed to see the system holistically, to further understand the problem at each point and its impact on the overall service. …


This was the intriguing experience of capturing story, emotion and imaginary in an abstract form through words. A set of one liner concise sentences generally expressing a deeper meaning i.e Aphorisms, this exercise was exhilarating, it helped me move away from the service design world but at the same time stay creative.

It gives a bittersweet feeling in the right doses, one can take a break from daily work and make these with friends, it’s a good creative exercise.

Bitter: when you are trying hard to bring imagery at the same time want to keep it concise; Sweet: when you feel proud at the same time you express a lot in a sentence. …

About

Jagriti Kumar

Service Designer at FloridaBlue. https://www.jagritiportfolio.com/

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