Our survey reveals one third of business leaders don't know what service design is

We recently commissioned a survey to understand the current use and effectiveness of service design within UK organisations.

In an era defined by advancements in AI and devices, shifting consumer expectations and intense competition, the imperative to deliver exceptional services has risen to unprecedented heights.

Such a shift calls for a holistic approach to service design that transcends individual products or channels. One that focuses on crafting end-to-end experiences that continuously delight and authentically engage customers at every step of their journey.

But understanding, navigating and then implementing effective service design programmes is challenging. Where do organisations begin on this journey? How do they measure success, and who drives this significant change internally?

What the survey revealed

For the survey, we questioned 1002 business leader respondents, whose roles spanned business consultants, product consultants, strategy consultants or director, head, manager or lead across procurement, research, design, strategy, transformation, marketing and IT.

Here are just some of the key findings:

• 38% of respondents admitted they couldn't define service design.
• Budgets and time allocated into service design is relatively low, with 39% up to £50k and 25% up to £100k.
• While almost 40% admit they don't know what impact service design projects have, 15% admitted they do not measure its impact.

. . .

You can read more from our survey in Navigating Success in Service Design.

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About EM Code

EM Code is a customer experience, digital innovation and AI agency. 

We’re a strategic digital partner that delivers breakthrough growth throughout the customer experience (CX). 

We achieve this through our industry-renowned services in digital transformation, web development, brand strategy, click rate optimisation (CRO) and UX (user experience).

Our human centric approach underpins every aspect of our work.

A collective of experts in multiple disciplines, we collaborate to distil the complex needs of organisations and end users to engineer solutions that make an impact.

From fast scaling start ups to global brands, we can help you to transform your organisation.

We are an EssenceMediacom North agency.

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About EssenceMediacom North

EssenceMediacom North helps brands to breakthrough in the new communications economy.

Disrupting models of media, EssenceMediacom North accelerates creative and business transformation for its clients roster, including Hillarys, Absolute Collagen, Webuyanycar.com and United Utilities.

The agency delivers breakthrough growth, capabilities, and revenue through the integration of media, creativity, data and technology, combined with its diverse industry-leading expertise.

Equipped with access to the richest data, robust benchmarking and advanced technologies, EssenceMediacom North unlocks new opportunities to deliver truly integrated media solutions for scaling and global brands.

EssenceMediacom North is part of WPP’s media investment group, GroupM

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