I wrote recently about some experiences with a couple of organisations that were looking at new service delivery process designs. I talked about the mistake of thinking about delivering “personal service” which inevitably meant face-to-face and (probably) high cost. Instead, I suggested that “personalised service” was a more appropriate way of thinking through the options.
Today, I’ve captured some of the options in the slide below, ready for a To Be Service Design Workshop:
What’s clear from this is that (a) there is a place for “personal service” and (b) there’s a massive need for technology to enable the Self-Service and Assisted-Service options.