PRODUCT

AND SERVICE
DESIGN
By : GROUP 2
OBJECTIVES
1.To meet or surpass customer expectations by creating products and
services that bring high satisfaction and loyalty.

2. To make the design process smoother, cut down on waste, save

money in production, and make operations work better.

3.To build a culture where we always try to make our products and
services better, using feedback and making improvements step by
step.
4.To set and stick to strong quality standards during design, aiming
for products and services without mistakes.

5.To encourage teamwork and innovation by getting different

departments to work together on designing products and services
in a complete and connected way.
 INTRODUCTION
Customer satisfaction is influenced by
product and service design, which impacts
operations and organizational success.
Process selection, capacity planning,
flexibility, production time, and cost are key
considerations. Layout decisions are
influenced by these decisions. Work design
focuses on the human element, and strategic
planning is incorporating employee
participation to improve production systems.
Involving all functional areas in design
decisions is crucial for organizational success.
 PRODUCT DESIGN IS THE PROCESS OF CREATING PRACTICAL AND
ATTRACTIVE PRODUCTS THAT SOLVE MARKET PROBLEMS OR MEET
SPECIFIC NEEDS. IT INVOLVES USER RESEARCH, PROTOTYPING, AND
TESTING TO ENSURE THE PRODUCT'S USER EXPERIENCE, BUSINESS VALUE,
AND MARKET PERFORMANCE ALIGN WITH A BRAND'S GOALS AND
STRATEGIES.

Product design is the process of creating a new product

or improving an existing one. It involves a variety of
activities, such as:

• ·Researching customer needs and wants

• ·Developing product concepts
• ·Creating prototypes
• ·Testing products with customers
• ·Making final product decisions
SERVICE DESIGN CREATES AND IMPROVES SERVICES TO MEET CUSTOMER NEEDS AND
EXPECTATIONS. THAT INVOLVES DEFINING THE CUSTOMER'S EXPERIENCE AND THE
RESOURCES REQUIRED TO DELIVER THE SERVICE. SERVICE DESIGN FOCUSES ON THE
CUSTOMER EXPERIENCE AND QUALITY OF SERVICE AS KEY VALUES FOR SUCCESS. IT
CONSIDERS BOTH THE FRONT-END OF A SERVICE (HOW IT LOOKS AND FEELS) AND THE
BACK-END (HOW IT WORKS AND IS DELIVERED). SERVICE DESIGN ENSURES THAT ALL
SERVICE TOUCH POINTS ARE CONSISTENT, COHERENT, AND SEAMLESS FOR THE
CUSTOMER.

Service design is the process of planning and organizing people,

infrastructure, communication and material components of a service
in order to improve its quality and the interaction between service
provider and customers. It involves a variety of activities, such as:

• ·Understanding customer needs and expectations

• ·Designing customer journeys
• ·Developing service blueprints
• ·Testing services with customers
• ·Making final service decisions
 REASONS FOR PRODUCT OR
SERVICE DESIGN
1. To be competitive by offering new products or service.
2. To make the business grow and increase profits.
3. Try to develop new products or services as an alternative to
downsizing.
4. Occurs for a number of reasons such as customer
complaints, accidents or injuries, excessive warranty claims, or
low demand.
Design for manufacturing (DFM)
— Designers consider the organization’s manufacturing
capabilities when designing a product.
Design for operations
— A more general term than design for manufacturing because
it encompasses services as well as manufacturing.
 THE DESIGN PROCESS REVERSE ENGINEERING
The design process starts with Dismantling and inspecting
customer motivation to achieve competitors' products for
organizational goals. Businesses improvements, forecasting future
need ideas for new designs, which demand, designing products
can be sourced through focus considering cost, target market,
groups, surveys, and buying and function, and ensuring
patterns, as well as competitors. manufacturing ease is crucial for
effective product design.
 RESEARCH AND DEVELOPMENT
ORGANIZED EFFORTS TO INCREASE SCIENTIFIC KNOWLEDGE OR PRODUCT INNOVATION.
R & D EFFORTS MAY INVOLVE:
1. Basic research has the objective of advancing the state of knowledge about a subject,
without any near-term expectation of commercial applications.
2. Applied research has the objective of achieving commercial applications.
3. Development converts the results of applied research into useful commercial
applications.
OTHER ISSUES IN PRODUCT AND SERVICE DESIGN
1. Life cycles — is the stages through which a product or its category bypass.
2. Standardization — the extent to which there is absence of variety in a product, services or
process.
i. Mass customization- a strategy of producing standardized goods or services, but
incorporating some degree of customization in the final product or services.
ii. Delayed differentiation- the process of producing but not quite completing.
iii. Modular design- modules represent groupings of component parts into subassemblies.
ADVANTAGES DISADVANTAGES
• Fewer parts to deal with in • Designs may be frozen with too
inventory and in manufacturing many imperfections remaining.
• Reduced training costs and time. 2. High cost of design changes
• More routine purchasing, handling increase resistance to
and inspection procedures. improvements.
• Orders fillable from inventory 3. Decreased variety results in less
• Opportunities for long production consumer appeal
runs and automation.
• Need for fewer parts justify
increased expenditures on
perfecting designs and improving
quality control procedures.
 OTHER ISSUES IN PRODUCT AND SERVICE DESIGN

3 Reliability — is a measure of the ability of a product, a part, a service, or an entire

system to perform its intended function under a prescribed set of conditions.
4. Robust design — also called the Taguchi Method, greatly improves engineering
productivity. By consciously considering the noise factors (environmental variation during
the product’s usage, manufacturing variation, and component deterioration) and the cost
of failure in the field the Robust Design method helps ensure customer satisfaction.
5. The Degree of Newness — products or service design change can range from the
modification of an existing product or service to an entirely new product or service.
Modification of an existing product or service. Expansion of an existing product line or
service offering. A clone of a competitor’s product or service. New product or service.
6. Cultural differences — products design in companies that operate globally also must
take into account any cultural differences of different countries or regions related to the
product.
7. Global Product design — are development could be a more sustainable solution; as a
part of Globalization.
THE IMPORTANCE OF PRODUCTS
AND SERVICE DESIGN
Product and service design play a crucial role in the success of
any business. They are the foundation upon which businesses
build their offerings and establish their brand identity. Well-
designed products and services can significantly impact a
company’s bottom line, customer satisfaction, and overall market
standing. Here’s a closer look at the importance of product and
service design:
1. Enhancing Customer Satisfaction and Loyalty
2. Gaining a Competitive Edge
3. Improving Operational Efficiency and Reducing Costs
4.Strengthening Brand Identity and Reputation
5.Enabling Innovation and Market Expansion
6.Promoting Sustainability and Environmental Responsibility
THE PRINCIPLES OF PRODUCTS
AND SERVICE DESIGN
There are a number of principles that are important for products and service design.
These principles include:
• ·User-centricity: Products and services should be designed to meet the needs of
the customer.
• ·Functionality: Products and services should be functional and easy to use.
• ·Aesthetics: Products and services should be aesthetically pleasing.
• ·Quality: Products and services should be of high quality.
• ·Cost-effectiveness: Products and services should be cost-effective to produce and
deliver.
In addition to these principles, there are a number of tools and techniques that can be
used to design products and services. These tools and techniques include:
• ·User research: This involves gathering data about customer needs and wants.
• ·Personas: These are fictional characters that represent different types of customers.
• ·Customer journey maps: These maps show the different steps that customers take
when using a product or service.
• ·Prototyping: This involves creating early models of a product or service.
• ·User testing: This involves testing products and services with real customers.
PROCESS TYPES
• Project process
• Job shop process
• Batch process
• Repetitive process
• Continuous process
 PRODUCT AND SERVICE DESIGN
ADVANTAGES OPERATION STRATEGY
• Increased customer satisfaction Product and service design is a futile area for
achieving competitive satisfaction. Potential
• Improved business performance
sources of such benefits include the following:
• Greater innovation
1. Increasing emphasis on component
• Reduced risk of failure
commonality.
2. Packaging products and ancillary service to
DISADVANTAGES increase sales.
3. Using multiple-use platforms. Implementing
tactics that will achieve the benefits of high
• High upfront costs volume while satisfying customer needs.
• Time-consuming process 4. Continually monitoring products and service
• Requires specialized expertise for small improvements.
• Uncertainty of success 5. Shorten the time it takes to get new or redesign
goods and services to the markets
 THE FUTURE OF PRODUCTS
AND SERVICE DESIGN
The future of products and service design is likely to be
shaped by a number of trends, including:
• The rise of the digital economy: This is leading to a
demand for more digital products and services.
• The increasing importance of customer experience:
Businesses are increasingly recognizing the
importance of providing a positive customer
experience.
• The need for sustainability: Businesses are under
increasing pressure to design products and services
that are sustainable.
Product design examples:

• The iPhone • The Nest Learning

Thermostat
• The Tesla Model S • The Dyson
Supersonic hairdrye
Service design examples:

• The Amazon • The Google search

checkout experience experience
• The Starbucks • The Uber ride-hailing
customer experience service
 THANKYOU
“Just one small positive thought in the
morning can change your whole day.”