Categories

XD     SERVICE DESIGN

An opportunity to Delight! The Service Design category recognises brands that show innovation in the way in which they engage with their customers.

No physical entries  allowed for this category. Electronic media only. An additional information sheet must be submitted with every entry in the Service Design category. Please download the form from your Dashboard under the "Special Forms" Tab.

What is Service Design?

  • The Service Design category is focussed on an excellent and innovative service experience – dealing with customers’ needs, behaviours and attitudes, and their ongoing relationship with the brand, while considering key touch points and leveraging insights and opportunities.
  • Creating and designing an effective user journey is paramount, with people at the centre.
  • Service Design can create a positive interaction between a brand and its customer to build a lasting emotional connection in a way that adds value to the customer experience.
  • The creation of customer experiences that are useful, usable, effective, efficient, desirable and differentiated; thereby creating value for both customer and the brand on an ongoing basis.
  • Innovation may take the form of re-imagining the customer experience; appropriate use of new technologies; engaging customer programmes and loyalty schemes; or the creation of entirely new services or products.

Eligibility: What can be entered?

  1. This is not for advertising campaigns, and once-off activations.
  2. The programme must be developed and implemented in our region.
  3. Entries must show innovation and the ability to successfully defend, differentiate or disrupt a service experience.
  4. Some examples of service design solutions are:
    1. In-store and retail customer experience, including front-line positions and service centres
    2. Online and mobile customer experience related to products and services
    3. Loyalty schemes and Customer Relationship Management programmes
    4. Telephone engagement and the call centre customer experience
    5. Omni channel, or mixed media customer experiences including any combination of the above channels, or other channels
  5. Service Design entries must be active during the period of 1 June 2018 to 31 May 2019. The implementation may have started prior to this date, but the programme must be running during at least a portion of this eligibility period.
  6. Entries can be re-submitted each year as long as the programme remains active. Previous winners may be considered every year for an award as long as the programme remains at the same high standard.

Who can enter?
Entries can be submitted directly by any company (Brand) or its representative agency.

 See “Category Types” in this document for an explanation of the Category Type. 

ID

CATEGORY

CATEGORY TYPE

REQUIREMENTS

SUBMISSION FORMAT

XD1A

Service Design

Type A

& Individual Element or Multimedia

Please complete the separate questionnaire for this category.  

Mandatory:

·       PDF - Questionnaire

·       JPEGS and/or

·       Overview Video

 

Preparation

SERVICE DESIGN - MEDIA SUBMISSION FORMAT

No physical entries  allowed for this category. Electronic media only. An additional information sheet must be submitted with every entry in the Service Design category. Please download the form from your Dashboard under the "Special Forms" Tab.

DO NOT PLACE YOUR NAME OR YOUR AGENCY BRANDING ON YOUR ENTRY
As all work is judged anonymously, you must ensure that no reference to your agency is included on the entry.

IF USING VIDEO, you can provide footage of the entry itself, as well as supporting information about your work. Please follow the Film submission format. Overview videos must be limited to 2 minutes. If it is felt necessary, a long format video showing extended content may accompany the 2-minute overview.

We recommend that a 30 second edit is also provided for the awards ceremony.

Media Type

Description

Specification

PDF

Entry Questionnaire

Entry Questionnaire is downloadable from your Dashboard. This form must be completed and saved as a PDF then uploaded to your entry.

JPEGS


Presentation images will be a summary of your entry and will be used for judging, as well as on screen at the awards ceremony should your work win.

 

 

  • 7063 (w) x 5008 (h) pixels
  • File size is 5MB - 15MB per image
  • Maximum of 10 JPEGS
  • Text must be legible when projected to a screen.
  • Submit close up images of small details that need to be seen by the jury.
  • Keep text to a minimum, utilise the ‘description’ section of the entry form for additional information about the entry.

OVERVIEW VIDEO

You can provide footage of the entry itself, as well as supporting information about your work. It is highly recommended that the presentation is tailored/adapted to highlight the elements most relevant to the chosen category.

  • Maximum length = 2 minutes
  • Maximum size = 400MB
  • In addition to the overview, you have the option to submit the full-length work which may be viewed at the judges’ discretion
  • As per video specifications. Please check the Entry Guide for submission formats.

ORIGINAL CONTENT VIDEO

Original execution of the content that was commercially launched or aired.

  • Duration specific to category requirements
  • As per video specifications above

30 SECOND EDIT

We recommend you submit an additional 30 second edit with all long format entries, which may include a voiceover. This edit will not be judged but will be used on screen at the awards ceremony should your work win. If no edit is received, the original video will fade in and out on screen at the awards.

  • Maximum 30 Secs
  • As per video specifications above

 

Hints and Tips

ENTRY TIPS FOR THE SERVICE DESIGN CATEGORY

TIP #1: In Service Design, the judges are specifically looking for brands that show innovation in the way in which they engage with their customers. Don't enter advertising campaigns here or once-off activations, and provide as much information as possible, including any research conducted, planning, concept, implementation and results.

TIP #2: View the Preparation tab for full entry formats and guidelines.

TIP #3: No boards or physical material will be accepted for Shared Value. You must submit a video and/or a JPEG presentation, as well as the Special Form for the category. Download this form from your Dashboard under the Special Forms Tab, then upload as a PDF using the Media Manager.

TIP #4: If you are using JPEGS to present your entry, make sure the work is clearly visible as judges will view this on plasma TV screens. Long paragraphs of text is not advisable. Use the description box on the entry form for additional information regarding the entry.

TIP #5: No more than 10 JPEGS will be accepted.

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