Service Design Quotes

“In the Gjensidige project, then, one of the key challenges was to develop a service proposition that eliminated price as the key deciding factor.”
― Andy Polaine, Service Design: From Insight to Implementation

“The approach taken in the Gjensidige project is an example of classic service design—insights research, workshops, service blueprinting, service proposition development, concept sketches and presentations, experience prototyping, testing, and delivery.”
― Andy Polaine, Service Design: From Insight to Implementation

“Starting with the customer makes as much sense for measurement as it does for design.”
― Andy Polaine, Service Design: From Insight to Implementation

“From a service point of view, we are really after understanding how different touchpoints work together to form a complete experience. Therefore, try to do research with people in the situations where they use the service. Study how people use a service at home, on the road, and at work, and then connect the dots.”
― Andy Polaine, Service Design: From Insight to Implementation

“Service design is not simply something to add on top of a business proposition after all the numbers have been crunched; it is fundamental to the entire organization and its offerings, and can create a paradigm shift in corporate culture and thinking to one of sustained value and innovation”
― Andy Polaine, Service Design: From Insight to Implementation

“Physical elements and technology can easily be copied, but service experiences are rooted in company culture and are much harder to replicate.”
― Andy Polaine, Service Design: From Insight to Implementation

“The biggest missed opportunity in development is that organizations don’t think about their customers as valuable, productive assets in the delivery of a service, but as anonymous consumers of products.”
― Andy Polaine, Service Design: From Insight to Implementation

“He had been working on this idea for five years, but had not been able to get people to see his point.”
― Andy Polaine, Service Design: From Insight to Implementation

“As with much service design, the challenge is to make the invisible visible, or to make the right things visible and get rid of the noise in the rest of the offering.”
― Andy Polaine, Service Design: From Insight to Implementation