We are surrounded by potential services even if we aren't always aware of it.
By exclusively focusing on the product, without consciously
taking into account the service that could potentially surround it, you put yourself at a disadvantage right from the start.
Together with Netguru, Volkswagen designed their first ever concept store, VW Home. Enhanced with a few technologies, the boutique greatly improved VW's customer experience.
Volkswagen interviewed about one million customers who bought a car in the past ten years. Based on the insights from the report, Netguru team helped shape the idea for the store.
Netguru had to find a completely different way to approach clients —something they had never seen before. Research showed us that clients actually valued the service as much as the car, in some cases even more so. So we got to work resolving this challenge - how can we deliver unprecedented customer service?
Artur Kryzan
The best service design is rarely noticed, yet it integrates itself seamlessly into our everyday lives & routines.
The proprietary USE framework created by Netguru ICON helps us navigate any challenge comprehensively, from understanding, through strategizing and all the way to execution.
You'll often find that users don’t care as much for the what, as they care for the how. The ever confusing blurred lines between what constitutes goods, products, services, and so on give way to the realization that it’s secondary.
What should come first is a thorough challenge diagnosis based on which you’ll be able to make your strategic bets.
This is where service design enters the equation: a discipline that's all about planning and organising your resources to optimise your output. But simply put, service design is what ultimately lets you stay ahead of your competition by inviting you to consider the broader perspective.
Its end goal is to holistically cater to your users' needs—such that often encompass much more than yet another application or a device.
It invites you to consider your offering not only from the end-to-end perspective but also from surface to core.
Great service doesn't always equal revolutionary or groundbreaking experiences. It is simply meant to work well by meeting the users' needs in a way that is free of any obstructions. Our service design consultants do that by ensuring that every component is thought of and designed correctly.
Throughout our processes we use an adapted version of the Double Diamond method, following the steps of:
The first half of the diamond helps us ensure that we're doing the right things, whereas the second half guides us towards doing them right.
Developing new products or reimagining ways of delivering value can be an overwhelming experience. Where does one need to begin? How do you bring colleagues together to set on a new path? Will this new product idea become viable at all?
When doing new things, information can be scarce and stakeholders can be skeptical. When innovating, there might not be a lot to go on other than intuition. However, the sooner that gut-feel and instinct becomes grounded on facts and sound analysis, the better the chances of translating that novel idea into a ground-breaking product, a viable business.
Here at Netguru, we believe — and have proven — that innovation is a disciplined process, rather than accidental or arbitrary. Our Innovation Consultancy offers structured and methodical approaches to help you sharpen your take on innovation — be it a novel product, an advanced technology, a new process, a fresh business concept.
An innovation agency with deep experience will not only help you uncover data and insights, but walk you through battle-tested processes, frameworks, and methodologies. At Netguru, we’ve built the expertise to prototype ideas and stress test them so you can make the right call before you heavily invest in its full development or implementation.
There are plenty of tools in our innovation toolkit, but here are some that can get you started:
Get growth tips, that will make your business sky-rocket.
Natalia Urbańska
Natalia has worked hands-on setting up new or improving upon already existing services across multiple industries.