Digital Service Design
WHAT DOES THAT MEAN?
If you want to know what digital service design is, then it is helpful at first to
understand what service design in general means:
Service design is the activity of planning and organizing to improve quality and the interaction between hotel and
guests. The purpose of service design methodologies is to design services according to the needs of guests.
A great citation of Marc Fonteijn:
"When you have two coffee shops tight next to each other, that each sell the exact same coffee at the exact
same price. Service Design is what makes you walk into the one and not the other."
Therefore DIGITAL SERVICE DESIGN means...
…incorporate service design digitally. It focuses on the digital aspects of service design and the digital
touchpoints with which you and your customer interact.
And there are many existing and potential digital touchpoints which you have with your guests.
What are DIGITAL TOUCHPOINTS…
Touchpoint is a business term for any “meeting point” where guests and hotel engage
to exchange information, provide service, or handle transactions - this is where the
happens - for example:
Smart Hotel TV
Display the latest information and special offers
- city information
- public information
- hotel news
- today menue
- guest loyality
- and more
Offer your guests your services and let them use them interactively
Communication with your guests at the right time
Also sell your products in the room
- room service
- in-room sales packages
Identify individual details
- loyal members
Ask your guests
Where meet you them?
- in the room
- in the lobby
- in the front of the conference rooms
- highly frequented places
- on their own devices
...on every screen
Digital Service Design can encompass this entire digital ecosystem or it can be used improve services!
DIGITAL SERVICE DESIGN leads to
- Observe and analyse existing and future performance
- Involve the guests – interactive digital guest care
- Model and improve your existing service
- Clear service promises and statements
- All interfaces to the guests are used
- Avoid wasting time because of long communication channels
- Create new ideas and innovations
What differentiates? - Service
The transparency of products due to social media networks and the growing demands of guests
means that the traditional advertising no longer penetrates the potential guest. Only good products
are recommended in the future by Word of Mouth in social networks without your intervention.
Therefore digital service design is essential for your future success!
Because: Prevention and digital guest care is much better than follow-up care!
Digital Service Design & Digital Guest Care!
And your guests will make an experience, which others will experience until a later time at home.