Todos nós estaremos mais ou menos familiarizados com o conceito “as a service” (como um serviço), o qual nos remete para ofertas como Software as a Service (SaaS), Infraestrutura as a Service (IaaS) ou Plataforma as a Service – serviços cujo funcionamento depende da cloud. Mas há, no entanto, uma proposta, que embora recorra a uma nomenclatura comum, é, em tudo, distinta: a Empatia as a Service.
Ao contrário dos serviços assentes na cloud, a empatia é a capacidade de, como diria o bom português, “colocarmo-nos na pele do outro”. Um termo que é visto e quantificado por alguns profissionais da área de Customer e Brand Experience como a experiência dos utilizadores face ao serviço ou produto desenhado. Enganam-se. A isso chamamos de UX – User Experience ou experiência do utilizador. Para que o consumidor tenha uma boa experiência enquanto utilizador, a empatia não se pode focar apenas no resultado, mas sim na identificação do problema, estando presente em todas as fases da sua resolução, isto é, funcionando como um serviço.
Um dos elementos fundamentais do conceito de Empatia as a Service é a jornada do consumidor. Muito mais do que um documento pró-forma a decorar a secretária do cliente, a jornada do consumidor deve ser vista e usada como um plano estratégico de e para a gestão de topo da organização, pois é com base nela que percebemos e melhoramos os processos e competências das pessoas ligadas a cada um dos touchpoints da marca.
Na sua essência, a jornada do consumidor é empatia, isto porque tem de ser vivida. E por todos: desde a equipa de projeto ao cliente-empresa com quem trabalhamos. Só assim estaremos aptos a colocar-nos na “pele do cliente”, pensando e sentindo o que ele experiência em cada ponto de contato com a marca, garantindo, enquanto consultores, que o que entregamos é muito mais do que um simples documento. Só assim poderemos garantir que a empresa conhece, efetivamente, as dores e as alegrias dos seus clientes.
Nesse sentido, é importante criar uma relação de confiança e sintonia com o cliente-empresa para podermos gerir expetativas e projetar em conjunto soluções para o futuro, entregando, desta forma, um produto que serve o propósito para o qual foi desenhado. Sempre com o foco na Empatia as a Service.
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