Why service design matters for product design: a Special Pi People SDFF event
Consider these 2 statistics:
- 82% of people have stopped doing business with a company due to bad customer service
- It costs 7x more to acquire new customers online and increasing customer retention rates by 5% increases profits by 25 - 95%.
There’s no doubt that smart brands and beautiful digital products can attract the attention of customers, but how do you retain the interest of those customers when many of the apps that we download sit unopened on our phone?
How do you ensure when a customer has a problem or a question that the service they receive delivers on your brand promise?
How do you make sure the teams delivering the service are set up with the right tools and skills?
To retain your customers in the online space you need to offer a service that people love. Increasingly service design is emerging as the best way to design and align digital and offline interactions to create experiences that customers love.
In this session the speakers will share their experiences of the value of investing time in designing service touch points that bring the people, systems, data and everything else involved in delivering the online and offline experience together in a consistent way. Talking about why and when customers value services over standalone products and why service design can help to improve the quality of our existing products and services across the UK.
About Adaptive Lab
"Adaptive Lab builds products, services and Beta businesses – that launch faster, grow quicker, and behave bolder.
To do it we unite smart thinking, brave design and nimble build. Our approach brings all three together, and the effect is exponential.
We’re on a mission to build a bolder future. And we’re hiring. Are you a product strategist, designer, developer, team builder? Take a look at our open roles on our site."
Booking essential: Reserve your place now
This event is for designers, tech and product people.
The venue is semi-accessible: the front door is very heavy and needs a second person to open if you're in a wheelchair. Please contact firstname.lastname@example.org in advance if you require assistance.