Service Innovation Challenges - Service Development and Design

7 important questions on Service Innovation Challenges - Service Development and Design

What does service design require?

An understanding of the customer outcome and customer process, the way the customer experience unfolds over time through interactions at many different touchpoints.

Where are smoothly delivery service with a positive outcome more likely to result in?

In favorable service quality and brand image evaluations, which both have influence of customer loyalty.

Where are recurrent service quality problems often the result of?

Of poor design.
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The first steps in (service) development are 'fuzzy' and intangible. Why is it important to make these steps concrete and objective?

The blueprint forms a common point of reference for all parties concerned with regards to defining, designing and refining the concept and resulting service.

Why are the early stages of new product development particularly problematic for service innovation?

Because they typically involve imprecise processes and impromptu decision making. These stages are often characterized as having low levels of formalization, yet they are critical for what follows. What is needed is a means of presenting the activities, relationships, and interdependencies of a service process in an objective and precise manner such that it is methodologically structured, but flexible enough to allow creativity to flow.

What are the 7 relevant steps to develop a new service?

  1. Clear objectives
  2. To idea generation
  3. To concept development
  4. Service design
  5. Prototyping
  6. Service launch
  7. Customer feedback.

What has to be done during the final service design stages?

The service concept is likely to be refined over a series of iteration to the point at which a final, comprehensive blueprint can be produced.

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