[zhaowu share].
Looking at things from a service design perspective, and keeping these principles in mind, it's easy to understand that better service design and service delivery will greatly improve various industries.
Healthcare. The U.S. always claims to provide the best health care in the world, but it can be a nightmare to make it happen. According to the Institute of Medicine, the annual cost of unnecessary paperwork and administrative activities in the United States is $190 billion, and the annual cost of medical errors (most of which could have been avoided with good design) amounts to $29 billion, plus 400,000 lives. The institute estimates that, overall, 1 in 3 health care expenditures have nothing to do with improving health, not including the $1.5 billion worth of time patients waste waiting for care in doctors' offices.
Medical providers and patients alike are experiencing the consequences of poor design in health care. The new Medicare policy is reducing compensation for hospitals that fail to meet medical standards, as well as for hospitals that have low patient experience ratings. Most hospitals find it difficult to make improvements in both dimensions unless they apply the principles of service design.
Hospitality. It is not life-threatening, but it threatens a lot of cash flow. Hotels want to try to attract business travelers because this customer segment is the most lucrative, but many hotels are trying to find a balance on a tightrope. At this point, as in any industry, if you want to gain customer loyalty, or if you want to raise the bar, you need to offer a differentiated product – a service that your customers will love and that no competitor can match. However, business travelers also have fairly consistent special needs for hotels in terms of comfort, technology, amenities, and even location.
How can we achieve harmony without difference?That's the challenge that Hyatt, Marriott and others are facing in the design of their services, which are studying every interaction so that guests can continue to experience the ease of check-in, check-in and check-out. More broadly, the tourism industry has begun to collaborate with academia and local tourism authorities to design interactions between interdependent players in the industry, such as airlines, airports, transport companies, hotels and theme parks. They realize that a family's memories of a trip to a Disney theme park can be strongly influenced by everything from the airline to the hotel to the restaurant to the amusement park.
**Serve. It's clear that long before AffordableCare hit the internet in 2013, the way services were delivered was often frustrating for citizens and employees. Again, it's very obvious that the problem is not with people, but with design (or lack thereof), as in a review by Yelp for the New York State Department of Motor Vehicles office.
On that (unedited):
I'm not quite sure how its service system works. Follow the service you need, and you'll find that you'll have to wait for a long time.
I need to renew *** so I print out the application form, fill it out and go again so I don't have to waste time.
Haha, that's ridiculous......
I went to the information desk and got my "number" F661. Just wait for your number to be called.
Well, that's cool.
I'll see if the last "F" series number is in **?f612。What the hell?Impossible. Oh......There was only one person working on the "F" series of numbers, and I knew I would have to wait a long time ............ two hours laterFinally ......
One thing to say about ......The guy who met me was quite friendly when my number was called.
The guy who greeted me was very friendly" – but there was a problem with the design. Similar design flaws hamper the work of the British police, who spend 45% of their time filling out paperwork, according to the Royal Police Inspectorate. Wasting police time and taxpayer money is the result of poor service design, but for the police and any other service, the value side of the equation is more important than the cost side.
The police officers who fill out ** can't track down the villains and connect with the communities they serve. In 1994, when William Bratton first served as police commissioner, New York City began a policing reform that applied earlier service design principles at the heart of the reform, and the results were impressive. The NYPD's commitment to providing real-time information to the precinct to get more police officers out of police cars and onto the streets is one of the reasons New York is the safest big city in the United States. The unexpectedly large discrepancy suggests that the cause of the problem lies with the way the NYPD is managed, rather than other factors — in contrast, the ** cases in Columbus, Ohio, are nearly three times larger than in New York on average population terms.