here is a posting for german readers interested in service design. while the design of products is one of the main issues of design management, service design is often excluded from the topic.
meanwhile it’s six years ago since I conducted an extensive research project in digital service design (management) in the US myself. ever since a lot has changed in the area of online customer service particularly in the banking and insurance sector. however the research presented today by ‘Marketing Corporation’ in Bad Homburg/Germany shows that the field is still neglected by the majority of corporations (in the consumer product segment) in germany. some 43% (out of 1.000 participants of the study) believe that customer service has declined again during the last 6 months.
by the same token product and communication design is based on extensive analysis and research of structural problems and needs of consumers and audiences, service design is using similar methods to explore and structure consumer and user needs. if you’re interested in this area have a look at the DMI (Design Management Institute) website and browse the online database of the ‘Design Management Review’ for past articles on ’service design management’. furthermore prof. birgit mager from the KISD (Köln International School of Design) maintains a website (in german only; service???) dedicated to this topic as well.
read original news about the research on the website of www.handelsblatt.com >>>
