Where does service design come into play?
The technology enables large amounts of data to be collected in the shortest possible time. The interaction of this anonymized data and possible new areas of application makes it interesting to design new measures. These applications do not have to be sales drivers, but can improve the experiences or everyday life of users. And that's exactly what service design does – we ask:
- How can we build on existing software with positive innovation?
- How can we use the quality of facial recognition for the benefit of society?
- And how can we improve existing services and products - or invent new ones?
- But also: where can we use this data to improve services to the population after Covid-19?
Together with FTF and reverse AG we have played through various future scenarios. What if we can improve home schooling, teaching via video conferencing? Up to now, teachers have been able to perceive little or hardly any of the students' reactions. Has everyone understood? Or did they? So the weaker ones do not receive the attention they need to improve. One possible solution is to capture the students, whereby the software is able to identify which participants are expressing difficulties based on their facial expressions - in order to indicate this to the teacher on the dashboard.
Or can we support the staff in nursing homes to ensure that all residents, visitors and employees comply with the safety rules in exceptional situations like Covid-19?
And how can the cantons or the federal government be helped to ensure safety in public places or in traffic? How do we find solutions for the catering and events industry while complying with new security measures?
And what next?
Such questions or problems can be thought further, and this for almost every industry. The combination of big data with service design will in the future lead above all to the improvement of existing processes, but also to the services offered and above all to the benefit of an improved customer experience.
Do you have similar questions or problems? We believe that the potential for this is far from being exhausted – and we would be happy to discuss it with you!