The Service department is part of the primary process and aims to speak to the parent, help them with their questions and guide them through the treatment process. In addition, the focus is on the development of parent interaction (eg call scripts, letters, parent trip) and the handling of complaints. The Service department consists of different teams, the Service team, the Complaints team, the Parent Interaction team and the Aftercare team.
What else do you focus on? The Service designer is part of the Parent Interaction team and aims to help the organization to ultimately improve the parent experience.
This includes the following activities:
- The Service Designer analyzes insights and needs and translates these into design products;
- The Service Designer bundles insights and information and structures and communicates (visually) with stakeholders;
- The Service Designer identifies frameworks and conditions that apply from within the organization;
- The Service Designer facilitates co-creation sessions with various stakeholders and target groups;
- The Service Designer translates collected ideas into concepts and/or prototypes;
- The Service Designer brings together all input and feedback and translates this into feasible solutions and improvements;
- The Service Designer tests ideas and solutions by means of, for example, running pilots, (rapid) prototyping, focus groups, user testing and other research techniques;
- The Service Designer involves stakeholders and tries to get them moving by providing them with the right information at the right time.
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