Below there’s a link to the article I wrote for Design for Europe website, a case study on my recent work for The Coca-Cola Company. When Coca-Cola’s GBS moved its regional operations to Warsaw , it decided to take a fresh approach to the way the organisation provided services to The Coca-Cola Company and its partners. The idea was to treat the Coca-Cola employees and partners as customers of GBS services. Along with this new mindset came new emphasis on the experience of these services.

Service designers tailor services to meet the needs of the customer, rather than asking users to follow procedures put in place to suit the service provider…Service design has allowed us to achieve a structured understanding of how to ensure a desirable service experience.

Putting ourselves in the shoes of our customers, we asked ourselves four key questions:

    • 1. How do we ensure our services are relevant and easy-to-use?
    • 2. How can we demonstrate a human touch in the digital world we work in?
    • 3. How do we make sure our customers enjoy working with us?
    • 4. How we deliver a delightful experience that reflects the Coca-Cola brand?

To answer these questions GBS turned to service design – an innovative approach to creating great service experiences grounded in customer insight. Read More …



Written by Michal Jerzy