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HOW CAN SERVICE DESIGN ADD VALUE TO YOUR BUSINESS?

Build effective experiences that meet customer, employee and business needs

We use Service Design to help clients understand their business ecosystem so that they can develop usable in-market solutions. We take a systematic approach to researching, creating, testing and implementing solutions. With a deep understanding of the entire context, we can develop solutions that are more impactful and sustainable.

To help educate both practitioners and the private and public sectors that require design, dY/dX, along with other collaborators, launched the South African chapter of SDN (the Service Design Network.) SDN is the leading non-profit organization that drives the global growth, development and innovation in Service Design.

 

SO WHAT IS IT?

Service Design is the practice of making effective experiences that meet customer, employee and business needs. Customer-focused Service Design aligns the customers’ expectations with the ability of the organization to deliver on it. Employees are a key part of service design – in delivering on the customer promise or in enhancing how the company operates internally. This can extend into the supply chain ecosystem to ensure faster delivery and integration.

Digital economies require a supplier ecosystem that is integrated with the business to increase time to market and align with the organizations needs. Service Design helps organizations plan the flow of internal processes throughout the value chain.

 

WHAT DOES IT INVOLVE?

Service Design is an integrative and multidisciplinary approach which seeks to solve problems from a systems-based perspective. It is the activity of mapping out and planning an organisation’s people, operations, infrastructure, communications and culture so as to improve the quality of the interaction between them as the service provider, and their users.

Service Design spans a broad range of fields including, user experience (UX) and customer experience (CX). To succeed, it must look at the complete end-to-end experience, which means it needs to be user-centred, co-creative and holistic, including back-office. This is why Design Thinking is a crucial element of the process.

 

 

BUILD INTERNAL DESIGN SKILLS THROUGH SERVICE DESIGN TRAINING

Many organisations are developing a design culture, interested heavily in building internal design teams. In addition to focussed, service design projects, we can tailor Service Design training that fits your business. dY/dX founder, Nevo Hadas, is a certified SDN Service Design Master Trainer, meaning that even practitioners familiar with the basic service design processes and methodologies can learn advanced skills on how to run and facilitate service design projects within the organisation.

CASE STUDIES

Vodacom

Knowing that a new agile marketing approach would increase demands on their marketing ecosystem, the Vodacom marketing team identified the need to transform their systems and processes to improve the quality and pace of their work. We collaborated with them on a Service Design project to help them automate their marketing workflow and communications. This project was also a finalist in the 2020 Bookmarks Awards.

READ THE CASE STUDY HERE

Service Design Project With Susu

Over 18 months, the dY/dX team worked with entrepreneur Bola Bardet and a global team of consultants to design a healthcare solution for the African diaspora living in France to care for their families back home.

Gcawalisa | SmartFill Dispenser

We worked with Smollan to create an innovative product dispenser with a positive social and environmental impact. Gcwalisa, meaning ‘to fill up’ in Zulu, allows customers to buy products using their own containers, in amounts they can afford. In addition to eliminating plastic packaging, it provides an opportunity for brands to own a direct route to market and unpack sales and supply chain data in real-time. This project won a bronze Loerie award in 2020 for Service Design, as well as two Bookmarks Awards.

READ MORE ABOUT THE SMART DISPENSER