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Design Council Magazine: Autumn Issue
live|work leads consensus on service thinking
In this autumns issue of the Design Council Magazine Trish Lorenz asks why Britain needs a revolution in service design:
“Pledges of good service are not enough. They need to be part of a system that delivers something of genuine value to companies and their customers. Downs says: ‘The sale of a product only accounts for about 20% of its potential lifetime value. Servicing that product provides the other 80%.’
Alison Copus shares Downs’ view. A former marketing director at Virgin Atlantic…… ‘At Virgin Atlantic we recognised that thinking about product and service separately was nowhere near as powerful as thinking about them as one. Launching a new product is one thing, but changing service flow around it brings many new opportunities’ she says”
Download full PDF of article – 500k
Design Council Magazine
Issue 5
Autumn 2008
Public Service Design: do more with less
Jeremy Walker is moving to Australia
Trip to your social memory lane
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