Listed below are various samples of service design created by Frontier Service Design and others. Simply roll your mouse over the industry to the specific examples and descriptions.
Consumer Goods» Entertainment/Culture» Financial» Healthcare» Hospitality» Manufacturing» Professional Services» Retail» Transportation»Objective: Increase customer loyalty/new revenue.
Solution: The latest iPod now comes with fm radio and a tagging feature, allowing you to “tag” your favorite songs, and purchase later on. more
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No Doubt (the band)
Objective: Improve customer experience/loyalty.
Solution: Free download of entire digital audio catalog with concert ticket purchase. more
Entropia
Objective: New revenue.
Solution: In game currency is tied to actual realtime value of US dollar for Entropia video games. more
826 Valencia
Objective: Improve customer experience/loyalty.
Solution: Creative “superhero” store front is really a writing/tutorial center for students. more
California Academy of Science
Objective: New revenue.
Solution: Opened up the museum at night as a hip night spot, complete with upscale drink and deejays, among the aquarium. more
Starbucks
Objective: Improve customer experience.
Solution: Constant service innovation: Grind coffee throughout the day, streamline the brewing process to improve speed of service. more
WaMu
Objective: Improve customer experience.
Solution: An expensive interior design looked cool but was ineffective in facilitating customer interactions. more
Bank of America
Objective: Improve customer experience/loyalty.
Solution: Created the “Keep the Change” program to help customers save money. more
Brandwine Senior Care Assisted Living
Objective: New revenue/customer loyalty.
Solution: Re-designed assisted living experience: gourmet dining, luxury interiors, horticulture programs: all top-notch, to mimic higher income lifestyle seniors experienced prior to needing AL. more
Sunrise Assisted Living
Objective: Increase customer loyalty/new revenue.
Solution: Allow pets to accompany new residents. more
Glaxo Smith Kline
Objective: Improved customer experience.
Service: Develop a pharmaceutical sales “text” request-line to allow sales to request on-the-spot information for physicians.
Assisted Living Chain
Objective: Increase revenue.
Solution: Invite retiring nuns and priests to spend retirement years – accommodations made for priest/mass, payment secured by archdiocese.
Aramark (Parks & Resorts) Lake Powell Houseboat Rentals
Objective: Improve customer experience/loyalty. New revenue.
Solution: Overhauled offering after renting process re-examination. more
Church in Holy Trinity
Objective: Increase relevancy.
Solution: Opened the church to weddings and community meetings for non-member, increasing revenue. more
GE Aviation
Objective: Recurring revenue.
Solution: By adding services, and service agreements, GE now generates 75% of their revenue from services of these highly complex machines.
Xerox
Objective: Increase revenue.
Solution: Replace competitor’s machines and be the exclusive provider for all printing supplies. Managed print services fixed monthly fee. more
Benjamin Moore
Objective: Improve customer experience/Increase revenue.
Solution: Created an iPhone app for matching colors the three best matching Benjamin Moore paints. more
P&G
Objective: Diversified revenue, brand leverage.
Solution: P&G purchased a chain of car washes in the southeast and rebranded them with the Mr. Clean brand. more
ASM
Objective: Recurring revenue.
Solution: By embedding their connected-TV software into the next generation of HDTV’s they created a platform for recurring revenue via value-added video viewing services. more
On-Star
Objective: Improve customer experience/loyalty.
Solution: With a connection to live call centers, GM added major safety, convenience, and security to their cars. more
Avanceon
Objective: New and recurring revenue.
Solution: Expanded beyond project revenue to offer remote monitoring of manufacturing plants to decrease downtime and revenue loss for customers. more
Complete Healthcare Communications
Objective: New and recurring revenue.
Solutions: Leveraged an internal “cost” database of medical journal data to create a new paid subscription service for the healthcare industry. more
Bonobos
Objective: Improve customer experience/loyalty.
Solution: Created a very simple return process and encourages customers to do it as often as necessary to find the exact right fit. more
Zappos
Objective: Improve customer experience.
Solution: Counterintuitive initiatives like internal competition for longest phone conversation with a customer, or encouraged use of social media by employees. more
Tennis Warehouse
Objective: Improve customer experience/loyalty.
Solution: Customers can order a tennis racket online, use it for up to a week and send it back, return label included. more
Sams Club
Objective: New revenue.
Solution: Provides turnkey systems for managing online patient records and digital medical records for small physician offices that aren’t serviced by large providers. more
Teavana
Objective: Improve customer experience.
Solution: Total focus on aesthetic customer experience including sample tastes, escorted tours, colors, lights, textures, music through to final check-out. more
Nordstrom
Objective: Improve customer experience/loyalty.
Solution: No limit on the number of items in dressing rooms, and curtains separating friends so they can conveniently shop and try on clothes as a team. more
www.Alice.com
Objective: Improve customer experience/loyalty.
Solution: Recurring monthly fulfillment of staple products like paper towels and toilet paper, service notifies customer when essential items are running out. more
Wally Park
Objective: Improve customer experience/loyalty.
Solution: Created a customer journey map to identify each step of the customer’s experience, enabling the company to focus on how to add value to each step. more
US Air
Objective: Improve customer experience.
Solution: Silver members pay no charge for bags.
Southwest
Objective: Improve customer experience/loyalty.
Solution: Give flight attendants freedom to be funny and show their personality, empowered to make customer service decisions at the frontline. more
Mercedes Benz
Objective: Improve customer experience/loyalty.
Solution: Mercedes dealership in NYC offers buyers of SmartCar monthly parking for $99 per month in Manhattan.
