Empathy Mapping, Gamestorming by David Gray, James Macanufo, and Sunni Brown

Empathy Mapping, Gamestorming by David Gray, James Macanufo, and Sunni Brown

Why do services need strategy or des?gn

Delivering a service is complex.

It involves the intricate planning and organising of people, infrastructure, and material components to create a sequence of actions overtime, that a customer can expect, access and enjoy. It necessitates thorough knowledge of your customer and a deep understanding of what your business concept is, and how it aligns with current and future trends. 

Service Strategy and Design, though an established discipline in Northern Europe, is new to Northern Ireland and relatively new in the UK.  It's popularity is growing as it provides a shortcut for businesses to understand their service from the consumer perspective. Because it's not how you feel about your service that will help you survive, it's how the customer feels that determines if they keep coming back, or not.