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What factors are relevant for adding value to customers?


Certainly, simplicity would be the go forward vehicle for producing, processing, manufacturing and providing efficient products and services.  Simplicity will enable a level of collaboration where key people who are directly involved such as designers, consumers, engineers, service agent, and producers come together to device a simplified strategy that is easy, accessible, efficient, user-friendly and above all simple. The need to involve all key people and stakeholders as participatory agents create opportunities for developing a product or service that is connected to the very basic needs and tastes of consumers. Design thinking is the way forward for businesses and organizations to promote so that their products and services are tailored to not only satisfy general customer preferences but also offer simple, easy, accessible and a detailed layout designed products and services.  Yen, S. (2014) writes that “the focus instead is on the features and functions that matter most and that have the biggest impact – which in the end becomes the epicenter of great brands, solutions, and organizations”.  Thus, I do agree that providing that degree of simplicity will definitely be a key competitive edge to any product or service. Ensuring that design thinking is promoted and applied to develop or evaluating products and services could essentially increase the mileage and popularity of goods or services in the markets.



  Customer empowerment is crucial for product and service design thinking. Involving customers, as participants in the development and design phase of products will enable businesses to have first-hand evaluation and feedback on the developed product. Using technology as an essential tool for customers when acquiring service is empowering the consumer to make the choices for themselves regarding a service.  Having consumers to decide and to have a sense of control on the timing and preference of service enables organizations to maximize process technology.  James, T. (2011) uses the example of ATM technology that is used as self-servicing banking facilities. Internet banking would be another added value to customers in today’ tech-savvy customers. 



 Phone technology is undoubtedly the biggest added value contributor for customers when it comes to a service provider at your doorsteps. Especially smartphones where consumers like me can access and keep a variety of information.  From ordering food, shopping, booking taxis or even house maintenance issues are easily solved via phone technology.  Businesses and companies have now diverted their products and services in smartphone technology by developing their own apps so their customers can readily access their product or service.  I would say that the use of internet and websites membership such as Expedia and Booking.com have been invaluable sites that have added value to me when it comes to traveling and making holiday plans. The websites ability to provide that easy-to-use simple steps to compare prices and have a sense of control on selecting my travel plans based on the variety of options made available is to mean added value.



Reference:

Yen, S. (2014). How Design Thinking Drives Competitive Advantage. Forbes. Retrieved from: http://www.forbes.com/sites/sap/2014/08/11/how-design-thinking-drives-competitive-advantage/#7c1f8eaa7a53 

Brown, T. (2009). Designers—think big! TED.  [Video File]. Retrieved from:  http://www.ted.com/talks/tim_brown_urges_designers_to_think_big?language=en

James, T. (2011). Operations Strategy. Bookboon.com

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