Service Design resources and insights

If you are not entirely sure what the metaverse actually is, you’re not alone. You’ll hear and see references to the metaverse everywhere at the moment, but what exactly is it? Different articles you read will all define it differently, but Wired has a helpful suggestion to make it more accessible, while also pointing out how abstract a concept it can be: “Mentally replace the phrase “the metaverse” in a sentence with “cyberspace.” Ninety percent of the time, the meaning won't substantially change”.

The main question we hear about Service Design is, will it work for my organisation?

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case volume. However, they are only useful as an alternative to human customer service agents when designed properly. Poorly planned chatbots can frustrate and alienate customers instead.

We discover why Joe Heapy, co-founder and managing partner of Engine Service Design, still finds service design so exciting – and why it might also be the career for you.

Is your employee experience negatively impacting your customers? Unhappy employees leave businesses, which creates a retention problem. Or worse – they quit and stay, giving you an engagement problem.

The COVID-19 pandemic has profoundly affected the retail sector, with many stores forced to close at the height of lockdown. During that time, consumers switched their spending to online. The shift back to in-store purchasing has begun, but a far higher proportion remains online than before the crisis.

With the pandemic forcing companies to adapt rapidly throughout to offer products and services remotely, the landscape has changed. Organisations who managed to swiftly take their offerings online were rewarded for their quick response when we all discovered COVID-19 would have much longer-term implications than we could have imagined.

There is a disconnect between how companies focus on and measure individual touchpoints in the customer journey, and the way customers themselves experience and react to this journey.

An exceptional customer experience is the key to winning and retaining customers. A good digital experience used to be a differentiator for brands, but now it is a basic expectation. People are increasingly drawn to brands that can offer a more personalised and streamlined service that meets their needs and exceeds their expectations.

Thanks to COVID-19 we have all seen or experienced a seismic shift in both the workplace and workplace culture. Employees are demanding more from the companies they work for, and it is essential leaders find ways to respond in order to avoid losing key talent.