What is a service? It’s communication between customers and service providers as they interact through touchpoints over time. And an intangible asset. Why do services need to be designed? Read more about how we simultaneously improved the customer experience and the staff experience of a performance arts organisation.
In a recent conversation with a car insurance provider, Jessica politely informed me that The System was throwing up a message. It got me thinking, what is The System? Why is it throwing up in my direction? And, is it weird to be Jessica and have to pass on messages from The System? Service design is about making the interactions between people, systems, places, procedures and policies feel more human, pleasurable and understandable.
As Novascape’s web presence has grown so too has the quantity of incoming leads via a number of forms on their website. This volume increase has seen them win more work. However, there has also been an unwanted side-effect; the estimators have been spending more time preparing estimates and liaising with clients on projects that have a low likelihood of ever going ahead.
So many CTAs don’t make sense. A CTA, Call To Action, is your way of asking your prospect to do something in order to bring them one step closer to doing business with you.
By sharing information that is useful, relevant and timely to prospects interested in retaining walls, Novascape demonstrates honesty, expertise and willingness to help. And that helps them win business.[