At Sopra Steria we create digital experiences that people choose to use. Service design is thinking about a holistic experience, engaging with the user at various different touch points and ensuring it’s not just seamless but meaningful too.
Understanding the changing market environment, analysing customer behaviour and how the customer will use and experience different services, we can gather insight that enables our digital teams to develop effective and innovative ways to engage with the customer. Our innovative thinking is nimble and we want to make sure our customers get the best competitive advantage when it comes to creating and building solutions.
Technology can provide the tools at every touch point, providing lean customer centric experiences. Such tech services can range from mobile and tablet devices that allow the user to interact with a service without the need for staff, or wearable tech that can personalise data and content just as they enter a certain location. Whatever the tech solution, understanding how and why the customer will use the service in context will ensure that the service connects on a visceral level.
Intrinsically motivating the customer creates loyalty and trust to a service or brand. Bringing the data and the tech together means that we can deliver a service that is enjoyable for the customer. So when we want to be innovative with our thinking and quickly respond to market trends, the customer trusts us and sees value in the service we are providing.
This is why I believe it’s not just about the product or the great piece of tech, it’s about the process. Whether the business goal is to save operational costs, support customer retention or enable staff to solve problems more effectively, the end result is simple – to create a positive and cohesive experience for the customer and the employee.
How do we even begin to ensure the process is right? Collaboration…