Smart services combine intelligent products with data-based services – services that define a service offering with a fully integrated user experience that optimises product use.

The upgrading of products via services creates new usage and performance possibilities for customers. It is the core objective of the Smart Service Transformation and the second step in the maturity assessment.

Fully integrated user experience strengthens service offering

The capabilities in the principle “service” measure, among other things, the value proposition or the customisability of the service. They indicate to which extent a service can be adapted to users.

The capabilities in the principle “user experience” evaluate usability and user journey, among other things. They show how well the service integrates into user processes and how differentiable the user-service interaction is.

If you are interested in what other capabilities the principles cover in the design field of service & user experience and how your organisation would perform in this regard, contact the development team!