Topsy

Our Economy Is Mostly Services. But How Do You Design Great Service Experiences?

Every time you ship a package, withdraw cash from the ATM, or call your health insurance provider, you’re experiencing a service system. We’re a service-focused economy: In 2010, Americans spent more than $7 trillion on services--amounting to 67% of total consumer spending. Service design--choreographing the dynamic interactions between companies and people--cannot only transform a... moreEvery time you ship a package, withdraw cash from the ATM, or call your health insurance provider, you’re experiencing a service system. We’re a service-focused economy: In 2010, Americans spent more than $7 trillion on services--amounting to 67% of total consumer spending. Service design--choreographing the dynamic interactions between companies and people--cannot only transform a company’s image; it can improve people’s lives. But successful service design is complex and complicated, and many companies get it wrong. At Continuum, we have four rules for designing services with purpose.1. view page