Holistic solutions for a networked digital experience
Digital applications are continuously evolving – moving away from isolated products toward comprehensive service ecosystems. For companies, this means not only designing individual platforms but also creating connected experiences across various devices and touchpoints. This is where service design comes into play: it broadens the perspective beyond the user interface and ensures that users receive a coherent and valuable experience across all channels.
Service Design as a Basis for Connected User Experiences
Service Design considers the entire digital ecosystem of a company. It takes into account not only the "how" of interaction but also the "why" and "when." By incorporating all digital touchpoints – from desktop applications and mobile apps to IoT devices – Service Design enables a well-thought-out, seamless customer journey that supports both users and the company.
Practical Examples: Service Design in Action for Real Added Value
E-commerce Platform: Checkout Optimization for Higher Conversion
A mid-sized e-commerce company struggled with high abandonment rates during the checkout process. Through a detailed analysis of the customer journey and A/B testing, the checkout was redesigned, resulting in a 35% reduction in abandonment rates and a 15% increase in average cart value.
Service Portal with Spare Parts Shop: Improving User-Friendliness and Increasing Revenue
A machine manufacturing company found that the conversion rate on its online service portal was lower than expected. Service design methods such as user surveys, prototype testing, and customer journey mapping helped to accurately identify customer needs and iteratively improve the portal. Result: The conversion rate increased by 15%, the abandonment rate decreased by 35%, and customer satisfaction rose by 30%.
SaaS solution for machine management: More efficient management and reduced downtime
A mechanical engineering company used Service Design to develop a digital machine management solution tailored to the specific needs of its customers. Through an intuitive interface and user-centric workflows, the onboarding time for new users was reduced by 40%. Additionally, unplanned downtime decreased by 30%, leading to a significant increase in productivity.
Our Services in the Field of Service Design
- Holistic analysis of the digital ecosystem
We analyze the customer journey across all digital channels to gain a complete understanding of user interactions and potential weaknesses. This forms the basis for a seamless, cross-platform user experience.
- Collaborative ideation and prototyping
Together with stakeholders, we develop creative solutions and implement them in the form of prototypes. Iterative testing and direct user feedback ensure that the outcome meets the actual requirements.
- User-centric optimization of processes and workflows
Service design helps companies create user-centered workflows that meet the specific needs of their customers. These optimizations lead to more efficient processes, increased user acceptance, and improved satisfaction.
- Support during implementation and continuous improvement
Service design does not end with the conception phase. We support the implementation of new solutions, ensure that users are trained optimally, and continuously optimize based on user feedback and KPIs.
- User-centric optimization of processes and workflows
Service design helps companies create user-centered workflows that meet the specific needs of their customers. These optimizations lead to more efficient processes, increased user acceptance, and improved satisfaction.
Service Design as the Key to Customer Experience and UX Design
Service design ensures that applications do not function in isolation but as part of a larger experience that integrates all touchpoints. It forms the bridge between UX design and a comprehensive customer experience by equally considering user needs and business objectives. This holistic approach enhances customer satisfaction and enables companies to stand out from the competition through tailored and consistent digital experiences.
Shape the future of connected service experiences
Design your digital ecosystem to be user-centric and future-ready – our service design experts offer you non-binding advice.
Mail: sales@sybit.de
Tel.: +49 7732 9508-2000