In today's trend, there's a common inclination to develop apps as solutions to various problems, aiming to enhance existing services by digitizing them for improved client experience. In Ghana, there's notably been a surge in delivery services, catering to the growing demand for convenience. However, amidst this rush towards digitalisation, it's crucial to question how much consideration is given to solving problems in a way that truly benefits the end-users. Are their needs and perspectives actively incorporated into the development process, or are decisions made hastily once an idea is conceived? It's essential to ensure that the people for whom these solutions are intended are genuinely involved in the process, rather than being an afterthought in the pursuit of innovation.
Designing a service is the process of creating and improving services to make it easier for customers to achieve their goals without facing unnecessary costs or risks. It involves understanding what customers need and want and designing the entire service experience to effectively and efficiently meet those needs.
The focus of service design is the people, the customers whom we are trying hard to solve the problem for.
Service design considers every aspect of the service, from how it's delivered to how customers interact with it, to make the experience as seamless and valuable as possible.
These are a few models in the service industry that people capitalise on
Subscription-based services
On-Demand services
Pay-per-use Services
Support as a service
Example of Support as a service
Support as a Service is a model where businesses provide assistance or help to customers as a service, just like any other product or service they offer. It's similar to the example provided earlier, where the focus is on enabling customers to achieve their desired outcomes without them having to worry about all the costs and risks involved in obtaining that support.
For instance, imagine a company that offers technical support for software products. Instead of customers having to manage the hassle of troubleshooting issues on their own, they can subscribe to a support service where they can reach out to experts whenever they encounter problems. The company handles the costs and risks associated with providing that support, such as maintaining a Helpdesk team or developing customer resources. In contrast, customers can focus on using the software effectively without worrying about technical difficulties.
In essence, Support as a Service aims to make it easier and more convenient for customers to get the assistance they need, without the burden of managing the support process themselves.
Examples of everyday services we use
Subscription-based
You pay recurring fees to access a Service
Movie streaming apps
-Netflix
-Hulu
-Akwaaba magic
-GoTV
Music Streaming Platforms
-Spotify
-Audiomack
-Apple Music
-Boomplay
-Aftown
On-Demand
Service platforms (digital or mobile) that connect time-sensitive customers with independent service providers
Food delivery apps
-Hubtel
-Glovo
-Jumia
Transportation services
-Bolt
-Uber
-Shaxi
-Yango
Task-Based apps
Pay-per-use
Customers pay based on their usage or consumption of a service.
Utility apps
-ECG Prepaid
-GWCL app
Ride-sharing/Transportation apps
-Uber
-Shaxi
-Yango
-Bolt
Managed Services
Service providers take responsibility for managing and delivering a particular service on behalf of the customer
IT Managed Services
-ITSM Software
-Remote management software
HR Managed Services
- AchievePayroll (Payroll)
- BambooHR (Recruitment)
-SageHR (Workforce management)
Financial managed services
-TurboTax(for taxes)
- Vena (Analytics and Business Intelligence)
In summary, the foundation of any service lies with its people. Thus, the critical question becomes: How can we enhance services to better serve them? As someone aptly pointed out, even with digital enhancements, if a service fails to meet people's needs, it will struggle to attract patronage.