e-services in poland, europe
DESCRIPTION
We design products. Here comes the time for design services.TRANSCRIPT
Why don’t we design services?
Services yesterday
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Services today
2/3 of the world’s business are services.
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76,8% 73,8%
Polish market is similar to the Western ones
79,5% 73,1%
73,5%
Source: International Monetary Fund, World Economic Outlook Database, April 2011
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Perception of service quality
There is a major gap between the evaluation of service quality by producers and by consumers.
80% 8%
SATISFACTION OF PROVIDERS SATISFACTION OF CUSTOMERS
As many as 80% companies are satisfied with the quality of their services
Only 8% of the customers are satisfied with service
quality
Source: Bain & Company, Closing the delivery gap, 2005
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Designing services will be a complex task
Trust – the new service currency.
hitchhiking
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Accommodation „on the couch”
Designing services will be a complex task
Trust – the new service currency.
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Designing services will be a complex task
Trust – the new service currency.
Loans without bank as intermediary
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The search for the Holy Grail continues
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Just like100 years ago
Chair No. 14 manufactured by company Thonet, designed in 1859.
Silver cutlery, 1851
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In the 21th century we need service design
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In the 21th century we need service design
Service design – let’s take the bull by its horns
We studied e-service design in Poland
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We are monitoring e-service design
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Where are we heading?
Our actions will lead to the disappearance of the gap in service quality evaluation.
80%
COMPANY SATISFACTION CUSTOMER SATISFACTION
As many as 80% companies are satisfied with the quality of their services
80% customers are satisfied with the level of services
8% 80%
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Co-financing of the project
The project Design Your Profit is co-financed from the funds of the European Regional Development Fund
within the Operational Project Innovative Economy