But one real challenge is how businesses address this while maintaining a human touch: it is human nature to still want that contact. Many brands will be re-examining their plans for digital transformation, but the best will blend it with physical spaces, touch-points and opportunities for a human face, even if they might have to wear a mask for a while! How might you think about the intersection of digital and physical interactions, and what might need to change?
For some businesses, the opportunity was right in front of them: Covid-19 has given them this moment of innovation and prototyping and has acted as an accelerator. Many airports had plans to increase the use of biometrics – a desire to reduce physical contact points has driven the rapid implementation of this technology. What opportunities has this created for you to rethink your investment plans?
So how can we help you with facing up to the new normal? Service Design has a central role in helping businesses think through some of these challenges. It is human-centred and brings evidence-based thinking to decision-making. Drawing on behavioural science, it helps you design services in a way that customers can navigate the choices available to them. Service Design also has the power to overcome silos – it brings you an end-to-end perspective, mapping the whole customer journey and all of the connections and interactions with your business.
CCD has been working with clients for the past 40 years, across transport, culture & heritage, utilities, events & leisure, education, healthcare and government. We have helped them to better understand their customers, to innovate their business and services and re–frame some of the problems they face. If you want to work with us to have a tangible impact on peoples’ lives and have a positive social impact, then get in touch.
Images: CCD in service design workshops with East of England Ambulance helping them re-imagine their triage experience