Réalisé avec le soutien de Bruxelles Export

Just as product design focuses on all that affects the user himself , service design concentrates on improving the contact areas between the service and the user.

The scope of product design is ergonomics , user interfaces, quality as it is perceived, shape and sensorial perception.

In order to achieve  similar objectives, service design will work on the « touch points » i.e. the front-office staff,  the device used to provide the service (e.g. ATM) or any tangible element that materializes  the service (vouchers, membership cards…).

Service design can also help companies and organizations find out what the users’  unexpressed needs are. It is also a powerful tool to think and work out what the client is supposed to experience when (s)he makes use of the service.

We are living in an era in which offering an excellent service has become a key factor for any type of organization to differentiate itself, whether it provides products or services.  Each  organization should listen to its clients or service users, watch how they act , quickly meet the changes in their expectations and offer them the best possible experiences .

Thinking out what service a product or an environment is to offer is bound to be the most effective way of  designing a product or an environment.

To design a service, Originn uses a 3-step method :

• First, watch the service users, how they act, and identify their needs

• Second, create : innovate, suggest new ideas and test them quickly – possibly by working out simplified prototypes or scenarios – check and validate them

• Third , implement : finalize, fine tune, launch, then monitor and keep on improving

Besides, Originn has developed a co-creation room dedicated to team work with the client organizations. This room is the result of several competences working togheter in order to create an ideal reflection space.

Through service design, Originn adds value to many sectors of your organization by working on the « touch points » :

• Better results :

The quality of the service is perceived or assumed to be better, which  strengthens the client's confidence. It reassures him/her, which prompts him/her to buy or make use of the service.

Because the client has had an unexpectedly good experience when using the service, he feels like buying again. The memory of the emotion experienced becomes then what drives the act of rebuying.

• Better image of the organization and better communication, particularly in its touch points with the user.

•  Cut costs beacause the service or product focuses on what the service user actually expects. There is no point  in investing in perfomances that the client is unlikely to perceive or doesn't need.

• More effecient processes because the whole service creation process is focused on the result that is to be achieved in the user's interest.

• More motivated staff that provide  a High quality service and therefore, are very likely to make more suggestions aimed at improving the user-orientated quality.