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Seek the Magic with Service Prototypes

To design an offering that customers will love, start with a rough draftand co-create

Studies show that people gravitate toward products and services that make them feel good, safe, calm, or happy. Yet the traditional foam core model, created in a design lab and proudly displayed on an executive's desk, can neither capture nor demonstrate the sensory and emotional state of a customer experiencing a company's service.

Think of GM's (GM) On-Star in-vehicle security and communications system. A physical model of the blue OnStar call button doesn't begin to convey the relief a lost or injured driver would feel on hearing the operator's voice. Marketing departments get this, it's why an OnStar ad focuses on the customer rather than the button, yet the distinction is too often overlooked in the development process.