Walgreens has been practicing its own brand of service design since 1901, but today looks very different from the traditional corner drugstore. The customer experience now includes refilling prescriptions by mobile app scan, paperless coupons integrated with a loyalty card, and site-to-store shopping. But like many large companies, teams sometimes fall into the trap of silos. While digital and store channels have both made great strides in the customer experience, many of the efforts have been channel-specific. And the channels haven’t always done a great job of talking to each other. Having learned from successes – and perhaps more importantly, some mis-steps – the company is on the right path now. This talk will cover ways in which research and design have started to bring digital and the stores together into a truly customer-led “omni-channel” experience – where the Walgreens brand is the common thread across all interactions.
As service designers, you are probably familiar with several tools and techniques that you and your teams can employ in your work. Techniques like interviewing, service blueprint and brainstorming are well known in the industry.
Great experiences depend on a large number of interdependent factors, some which can be controlled, others not. I will look at some of the unique aspects of the London 2012 Olympic and Paralympic games and how with very little time and resource, a small but passionate team was able to make a big impact, not just for the 11m ticket holders but also on the organisation and the global audience.
Visit the The Service Experience Conference Vimeo Channel for our archive of main stage speaker videos from previous years.Click to view
The world's greatest hospitality experiences employ vivid storytelling, masterful attention to detail, and an intimate understanding of how to exceed expectations. Local merchants and artisans aspire to this, but are often overwhelmed by the demands of running a small business.
So you think you do service design? Me too! But wait, are we talking about the same thing? Is service design one thing? Or are there different flavours? How can we simplify a complex practice and deliver value? In this talk, Tamsin will share from her experience working in the service design industry, from the first renowned service design agency to building a comprehensive, full-service team inside a large digital agency. She'll share the highs and lows of a decade in service design consulting and provide insight into what might be in store in the years to come.
In an online business it’s easy to only focus on the website as the primary experience for customers and overlook the physical experience that customers have with your brand when they receive the product. E-commerce sites are often optimized for getting customers to complete a transaction.
What does it take to make a customer experience delightful? At Sprig, the on-demand meal delivery service, it's two parts: thoughtful end-to-end customer experience across all touch points, from the app to your door and data science to drive an optimal delivery experience across the entire system. Sprig CEO and co-founder, Gagan Biyani, will talk about the deliberate design of Sprig's minimal app, as well as how his team applies data science to get smarter about what their customers want and when to ensure we deliver a delightful experience from farm to phone to table.
Behind every innovative customer experience lies ideas that are never considered. How can you be sure your great ideas rise to the top with decision makers? Hone your ability to influence so you can go from idea-to-innovation! In this discussion, Sue shares the importance of curiosity, networking (building rapport & relationships), and message clarity; she gives real examples from working with high-tech leaders as an executive coach.
"If you would ask ten people what service design is, you would end up with eleven different answers––at least. " -Marc Stickdorn Service Design is a dynamic field being pulled forward by practitioners and leaders willing to experiment and take risks to meet their organizations' challenges.
As Intuit's first bona fide service experience designer, I’m on an odyssey to build a service design practice from scratch. Before I could dive into the application of service design, I had to take a company that doesn’t fit the template of a service-based business and figure out how to build service design capabilities within.
Policymakers and nonprofit leaders are increasingly interested in working with designers to help create public policy and deliver social services. Meanwhile, at any given time, 15% of the American public is officially living in poverty – on less than $24,000 a year for a family of four.