Shifting Perspectives

The role of service design in business transformation
Dirk Pfitzer | Sven Rossmann | Sajeel Shiromani | Benjamin Bartoli | Ines Stoegerer
6月 2020 | White Paper | 英语

Shifting Perspectives

The role of service design in business transformation

In a context with fast-changing customer and employee requirements, new adaptation strategies are necessary for developing effective business models. Service Design is a strategy that places people in the middle and enables a shift from a focus on products to a service-oriented mindset. In the white paper "Shifting Perspectives", Porsche Consulting shows the value of service design in a wide transformation context and gives managers the navigation tools they need for operationalization.

11%

of customers agree on corporations describe themselves as customer-centric.

1.4 times

faster do experience-driven businesses grow.

3 steps

develop a smart factory target picture, using human-centered methods.

Management Summary
  • Today’s world is an experience economy that implies a shift from pure focus on products to service-oriented offerings centered on humans and their everyday needs
  • Companies that embrace human-centered design can create lasting competitive advantage and grow their revenue and shareholder value faster than their peers
  • The realization requires senior leaders to understand the integrated, system-level role the design must possess to influence strategy at the right time at the highest level
  • Service design is a practical approach to operationalize human-centered design across the organization and build a company’s key capabilities of the digital age
  • A good first step is to conduct design sprints for important business challenges, also to let leaders experience the benefits at first hand and understand their powerful role

Read the whole white paper now

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