Ask Marc – Measuring service design impact

Innovating experiences with service design | Smaply podcast

How do you know if your service design project has been successful? How do you prove if your changes and improvements had impact? How can you use numbers to convince others of the effect of prior service design activities so you get budget for the next ones? In this session, we'll talk about measuring service design, the horrible experiences NPS and driver analysis can cause, and the importance of impact controlling.

Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-measuring-service-design

Overview

[2:35​] Introduction

[10:40​] How can emotional impact be measured the best?

[16:40​] What is a reasonable expectation is for a company in their first year of their journey mapping journey?

[21:15​] How frequently is it okay to ask customers to take a survey?

[25:50​] Do you have any tips on what kind of approach one should follow for conducting research in an environment of involuntary consumers?

[28:00​] How can you best share qualitative data to people with a quantitative background in a way that is compelling for them?

[30:10​] Would you measure the service design impact on employees in the same way that you would do for customers?

[31:10​] How do you measure the value of service designer contribution when there are multiple projects with overlapping KPIs running?

[33:00​] In the pre-service phase what are some practical ways that companies can manage customer expectations?

[35:10​] Would you say that service design must always have some measurable impact or are there moments when it can be justified by knowing that a redesign is important?