Understanding services and how we optimise them for our users

What is a service? 

A service is something a business offers to help people get what they need without owning the specific resources to do it themselves. Services can be things like healthcare, banking, or even using apps on your phone. 

Services are different from products because they can't be touched or stored. They often need to be used at the same time they're provided, like when you go to a doctor. Services can also change in quality depending on who provides them and when. Plus, they can't be saved for later use, so managing them well is important. 

Why modernise services? 

Modernising services is important to keep up with changing technology and customer needs. If a service becomes outdated, it can make a business less competitive. Modernising can make services more efficient, improve customer experiences, and help businesses use new technologies better. 

Assess and plan 

First, businesses need to look at their current services and find out what needs to be improved. This means talking to customers and employees to understand what works well and what doesn't. 

After understanding the current state, they can create a plan that fits with their business goals and resources. 

Focus on customers 

Modernisation should always keep customers in mind. Businesses need to understand how customers interact with their services and find ways to make those experiences better. 

Getting regular feedback from customers helps businesses stay on track with what people really want. 

Use technology 

Technology can help in modernising services. Businesses should invest in new tools and systems, like cloud computing or artificial intelligence (AI). 

For example, AI can help personalise services for customers or automate simple tasks. Data analytics can help businesses understand customer behaviour and improve their services. 

Be agile and flexible 

Modernising often means changing old processes. Using agile methods helps businesses adapt quickly. Agile practices involve making small improvements continuously and being open to change. 

Being flexible helps businesses respond to new customer needs and market changes quickly. 

Train and engage employees 

Employees are key to delivering good services. Businesses need to train their staff on new technologies and customer service skills. 

Involving employees in the modernisation process makes them feel valued and helps ensure better outcomes. 

Monitor and improve continuously 

Modernisation doesn't stop once changes are made. Businesses need to keep an eye on how their services are performing using key performance indicators (KPIs) like customer satisfaction or service response times. 

Regularly reviewing these metrics helps businesses find more ways to improve. 

Tips for investing in service modernisation  

Focus on high-impact areas: Not all services need the same level of investment. Businesses should focus on areas that will have the biggest impact on customer satisfaction and efficiency. 

Take it step-by-step: Modernising can be complicated, so it's smart to do it in phases. Testing fresh solutions in smaller parts of the business first can help find and fix problems before a full rollout. 

Work with partners: Partnering with technology experts and consultants can bring innovative ideas and speed up the modernisation process. Partners can provide access to the latest technologies and best practices. 

Align with business goals: Modernisation should always support the business’s overall goals. This ensures that investments in service modernisation help the business succeed overall. 

Collaboration and alignment for success 

Modernising services is essential for businesses to stay competitive and meet customer expectations. By focusing on customer needs, using the latest technology, being flexible, training employees, and continuously monitoring performance, businesses can effectively modernise their services. Prioritising investments, taking a phased approach, collaborating with partners, and aligning with business goals will further ensure success. 

We specialise in business process change through careful design thinking. Contact us at hello@arteri.com.au or arteri.com.au/contact to discuss the value Arteri can bring to your business for extended future success in modernising your business.