By Alan W
A DESIGN LED APPROACH can significantly impact the product or service and most importantly the Platform or Marketplace we create.
A service design approach is all about designing the end-to-end experience for both buyers and sellers, ensuring that every touchpoint is seamless and efficient. By thinking holistically, we can identify where friction occurs in the user journey and design ways to reduce or eliminate it.
For instance, in a B2B marketplace, service design might involve:
Creating intuitive user interfaces that simplify the process of finding and vetting suppliers.
Reducing the steps involved in completing a transaction - using features like automated quotes or one-click payments.
Designing tools that integrate communication and trust-building mechanisms, such as ratings, reviews, and escrow services, so users don’t have to step outside the platform to complete these tasks.
When platforms consider the full experience - from discovery to payment and after-sales service - it not only reduces transaction costs but also improves user satisfaction. A well-designed service ensures that buyers and sellers feel supported at every step, making the marketplace more attractive and productive for all parties involved.
Work with Alan W
“Solving niche challenges founders face”.
Illustrator: Lisa Williams (Instagram: @artist_llw)