“The human factor in service design” discusses the importance of understanding what truly motivates your customers as a way to more efficiently and effectively design and deliver services. By identifying which aspects of service the customer does and does not value, companies can make better decisions about how to use existing resources to deliver in key service areas. The McKinsey team introduces three key questions to consider when designing or changing current services and delivery methods: How human is our service?, How economic is our … [Read more...]