Service Design in practice – examples that make a difference: Part 2 of 3

This is how Service Design creates change – concrete examples

Introduction:

Service Design has the ability to change how services are experienced and delivered. By putting the user in focus and using strategic methods, companies can improve both the customer experience and operational processes. Here are some real examples from the hotel and restaurant industry that show how powerful Service Design can be.

1. Sustainable Guest Experience at Boutique Hotels in Taiwan

Challenge:
The hotel wanted to create unique guest experiences that integrate local arts and culture while striving to promote sustainability.

Solution:

• Incorporated the work of local artists in the decor and events.
• Developed sustainable services by using local raw materials and reducing energy consumption.
• Trained the staff to deliver an authentic and culturally appropriate service.

Results:

• Increased customer satisfaction thanks to unique and memorable experiences.
• Contribution to social development and environmental sustainability.

2. Smart Service System for Restaurant Chain

Challenge:
A restaurant faced inefficient processes and long wait times that negatively affected the customer experience.

Solution:

• Implemented digital ordering systems that allowed guests to order via tablets at their tables.
• Automated kitchen processes to minimize errors and optimize workflow.
• Implemented a real-time feedback system to quickly identify and fix problems.

Results:

• 30% faster service and fewer errors in orders.
• Increased customer loyalty through improved experience and modern technology.

3. Renewed Room Service at the Radisson Blu Royal Hotel

Challenge:
Room service ordering process was slow and communication between guests and staff ineffective.

Solution:

• Redesigned the ordering system with a focus on clarity and ease of use.
• Introduced a room service app that enabled digital ordering.
• Trained staff on the new systems to ensure a smooth transition.

Results:

• Reduced processing time and fewer misunderstandings.
• Increased guest satisfaction and higher ratings for room service.

Lessons learned from real-world examples:

These case studies show that Service Design is not only about improving how services are experienced, but also about creating sustainable and efficient solutions that benefit both the customer and the business. By putting the customer at the center and using an iterative design process, companies can create long-term value.

Termination:

Do you want to know more about how Service Design can create change in your business? Contact us at the School of Service to get a customized plan for your organization!