Design: Service Design for COVID-19

The novel Covid-19 virus triggered a staggering health and economic crisis on a global scale. Startups and Enterprises alike were thrust into multiple levels of uncertainty across all aspects of their business, such as HR, technology, public and remote workspaces, digital experiences, marketing, legal/risk/compliance, supply chain management, etc.

Countless companies across the professional landscape had to make immediate pivots to their strategies and business models if they were going to remain afloat, and those new paradigms are most likely going to impact all business functions for the foreseeable future.

As a result of this pandemic, the human experience at its core has changed in a matter of months.

  • The paradigm has shifted to the importance of “We” or “us” first; not simply “I” or “me”. You can see this take shape in inspirational thoughts all over the world. WE shall overcome. WE’RE in this together. And so on. There’s much more of a community connection between companies and customers, and within companies themselves.

 

  • Physical distance protects; personal space expands. The remote workplace was an optional, nice-to-have feature of a connected enterprise. However, as many top companies have found out, virtual connection is critical and vital. It’s no longer an alternative. It’s a must-have in order to survive, to keep employees on a common path and toward a common goal.

 

  • People’s basic psychological needs and motivations have been at the whim of a forced behavior change. Doing nothing became a measure of success in your community, but that challenges our human nature to do something, anything, when faced with a challenge.

 

All of these things directly impact our behaviors, as well as the behaviors that companies, enterprises, and small businesses are now finding are necessary to solve for.

To thrive in a world with this novel virus as an endemic part of our social and professional lives, organizations must understand how these changes in our human experience impacts their customer and workforce journeys. Organizations must seamlessly connect the physical and digital protective solutions with the interactive elements within every experience. They must find a way to support all of their internal and external users of their systems with an emphasis on catering to the unique needs of each audience, providing tools and resources to make each individual as effective as possible, and helping everyone understand the connection between the needs of the few and how they’re related to the needs of the many.

This can be done through two approaches to design: Service Design and AI-Driven Design.

At Momentum Design Lab, we bridge the divide between what the scientific data says we ought to do and what the dire economic impact is pushing us to do.

We create real world and digital experience synergy through service design engineering. This includes but isn’t limited to the following elements:

 

  • Customer Relations
  • Education and Training
  • Compliance and Human Resources
  • Operational Efficiency
  • Supply Chain Management
  • Health and Safety – including data collection and contact tracing
  • Organizational Global Citizenship – including Responsibility, Ethics, and Culture
  • Impactful data architectures and visualization that tell a story

 

When we embark on a client engagement, we’re just as interested in getting to the heart of the issue for the back-of-the-house people and processes as we are for the customer facing experiences.

We realize the importance of the people at each organization that will drive the success of their digital experiences and we harness their skills, perspectives and ideas to formulate collective points-of-view to help shape what the overall customer experience should look like.

Because after all… if customer experience is the totality of all interactions that an audience has with a given organization, then the most successful solutions are the ones that break down the organizational silos, competing objectives, and conflicting inter-departmental strategies to bring people together inside the organization so that customers can reap the benefits of all touchpoints of a company being on the same page with the same goals.