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Md Siraj
Apr 12, 2022
In General Discussions
The concept of service innovation may be unfamiliar to Internet people, but in product and operation work, its concept is actually to optimize existing service processes, improve user experience, customer needs, and enhance company competitiveness. For products and operations, "service design" may be relatively unfamiliar, but the "user journey" we often use is one of the tools of service design. Before discussing service innovation, let's first understand "service design", the definition of Baidu Encyclopedia : Service design is a design thinking approach to creating and improving service experiences for people. These experiences happen at different touchpoints over time. It emphasizes cooperation to make co-creation possible, to make services more useful, usable, efficient, effective and needed. It is a new, holistic text message service and multidisciplinary integrated field. Simply put, the purpose of service design is to improve customer experience, meet customer needs more efficiently, and then enhance the market competitiveness of institutions (companies). Service innovation is the reengineering of existing service processes to increase beneficial interactions, eliminate invalid interactions, and improve service efficiency. How to achieve service innovation? Based on the "PCN analysis method" [1] , this paper summarizes two insights and three principles to achieve service innovation methods. two insights 1. Insight into the current situation Whether it's solving a problem or carrying out a job, preparation is essential. You need to know what the status quo is before you can start taking action. Insight into the status quo is different from business research. The purpose of insight is to explore the relationship between stakeholders, what needs to be done by each subject, in what order, and whether the process is necessary, so we need to answer the following questions: Which stakeholders are involved in your business? What are the relationships and interaction processes between stakeholders? Where are the interests of customers?
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Md Siraj
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