Customers and the end users of services are obviously the best people to evaluate their experiences. This is the reason why the design of any new, innovative product or service should always be based on in-depth research on their lives, aspirations, desires and needs. By this kind of material I do not mean only data and analytics, but also qualitative interviews, or other extensive research, on people’s daily lives and habits.
Most service design methods are firmly based on the initial research conducted.
Research on people’s preferences should always be based on several in-depth-interviews, or alternatively, extensive analytics, or other quantitative material on the potential customer’s lives and lifestyles.
In literature on sociology, marketing and consumption, discussions of customer experience are closely linked with the concept of lifestyle.
And correspondingly, questions concerning value construction, lifestyle and taste lay at the core of most service design research methods.
The sociologist Antoine Hennion has written about taste as “a reflexive activity”, and as “a collective technique”. Questions of taste define our choices to a certain extent, and should not be overlooked.
Hennion says that analyzing taste helps us to understand the various ways we make ourselves sensitized to objects, to ourselves, to situations and to moments – while simultaneously controlling how those feelings might be shared and discussed with others.
Hennion has also defined amateurs as connoisseurs who have “a spiritual enthusiasm” for the things they do. In my experience, this kind of enthusiasm for a certain lifestyle is shared amongst like-minded people.
It makes perfect sense to limit initial research objectives to certain customer segments, and choose the people interviewed and researched based on their overall lifestyle, interests and enthusiasm.
Individuals are, of course, essentially, very social creatures. They do not live in a void – nor are they steady members of certain consumer segments for the rest of their lives. Furthermore, we all live in a rapidly evolving world, with technology taking huge strides all the time.
The properties of a certain product or service re-evaluated and tweaked, after the initial iteration. Service design and qualitative research on lifestyles of consumers can be of assistance in this phase as well.
The lifecycle of any iteration of a digital product or service should also perhaps be considered limited.
The image below describes the situation from the viewpoint of a design team. This picture has been initially published in a book called “The Convivial Toolbox: Generative Research for the Front End of Design” (2013) by Elizabeth Sanders and Pieter Jan Stappers.