How retailers can use service design to help create online experiences’

GREG RANDALL | July 13, 2018

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Service design, according to the Nielsen Norman Group, is the act of “designing, aligning, and optimizing an organisation’s operations to support customer journeys”.The successful execution of a service design plan requires three different components to work harmoniously together across the entire business:People. The employees, contractors, vendors, and other service providers. Tools. The diverse list of physical and digital artefacts required by the business to support experiences.  Some examples: ecommerce technology, physical click and collect counters, online chat software, business architecture and/or business system connectivity.  2. Post-purchase. The service design activities that create amazing experiences after the consumer has turned into a customer.  All post-purchase activities start at the moment the consumer has parted with his/her money, right through to the point the consumer receives the product.

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SUPERVALU

SUPERVALU INC. is one of the largest grocery wholesalers and retailers in the U.S. with annual sales of approximately $16 billion. SUPERVALU serves customers across the United States through a network of 3,337 stores composed of 3,120 wholesale primary stores operated by customers serviced by SUPERVALU's food distribution business and 217 traditional retail grocery stores operated under five retail banners in six geographic regions (store counts as of September 9, 2017).

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Spotlight

SUPERVALU

SUPERVALU INC. is one of the largest grocery wholesalers and retailers in the U.S. with annual sales of approximately $16 billion. SUPERVALU serves customers across the United States through a network of 3,337 stores composed of 3,120 wholesale primary stores operated by customers serviced by SUPERVALU's food distribution business and 217 traditional retail grocery stores operated under five retail banners in six geographic regions (store counts as of September 9, 2017).

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