On February 11th, Cathy, the founder of The China Bridge, conducted an online broadcast entitled "Virus barrier distance, no barrier service" on the live broadcast platform. She uses "Ten Ways to Services Design " to share with you——various service design innovations under the epidemic situation.
Triggered by a forced change, this past month, the Service Industries in China have needed to go through one of the greatest adjustments in modern history. Reinventing, redesigning and rethinking the ways they deliver value to customers.
This Corona Virus has created distance, disrupted lives and slowed down time in one of the fastest markets in the world, China, but it has not stopped all services. Under the epidemic condition, services have needed to evolve quickly. Something as simple as getting Medical Masks, went from waiting in lines for hours at the pharmacy, to then online registration and reservation and pick up, to no-contact delivery in the community after reservations. In the span of a few days we watched three rounds of service iterations take place.
For some people, great danger brings great opportunity. Although this damn Coronavirus has caused tremendous trouble for individuals and business, we are open to the optimistic view, that most troubles will reside, and the hardships will slowly settle, and China and the world can learn from what has taken place, and improve more in the post-epidemic era to come.
We believe that Human Creativity, Design and specifically "Service Design" are critical in supporting effective problem-solving in difficult times like these. Enabling people to creatively make positive and thoughtful change in life and across industries.
Here is a recap of 10 cases and examples of rapid service innovation, collected by team members of China Bridge during the first weeks of this epidemic.
Where there is more danger, there are more opportunities!
危 & 机
"When the economic impact brought by the NCP (Novel Coronavirus Pneumonia) effects how people eat, the impact of epidemic situation itself is on people’s mind." When the psychological state of people is drawn onto a curve, according to points in time, the highest positive points are called "Happy Points”, and the lowest points are "Pain Points".
Whether you feel touched, anxious, amazing, angry, proud, disappointed, hyped, panic - life will always go on, so will services to serve life.
I'm going to take you through some of the innovations that we experienced during this outbreak, in the areas of public service innovation, cross-industry enterprise service innovation and social services. They will be broken down by using Ten Ways of Creating Emotional Value Through Service Innovation. I hope it inspires you as much as it does for us.
1. INCREASE PEAKS
These days, I go to the supermarket every day. It saddens me to see all the empty shelves. Then it hits me: wouldn’t it be nice to have a proper French meal at home?
Maison Papillon, a Michelin Stared French restaurant located in a small two-story house in Jing An district offers “Contact-free safe food delivery”, which allows guests to choose either instant delivery or self-pick-up. More importantly, buy their ingredients and get a recipe. I pictured myself cooking a Michelin dinner at home and was tempted.
Having a hard time understanding the recipe? No worries. The beautiful chef will show you how to make meals like Australian sirloin steak, black truffle sauce, caviar and sea bass hand by hand 24 hours a day online.
You will also receive a limited Wellington Steak meal if you order a day in advance. Just in the past two days, they launched a special Valentine's Day delivery menu - "a romantic candlelight dinner at home with your partner". A meal that comes with romantic candles is a good example of elevating peak experience.
“Increase peaks” means to elevate the happy point to the point where customers would go crazy over the provided service and would be willing to share it with others.