Ultimate Software's Blog

Service-Design Thinking: Product + Service = Success — #12DaysofHCM

I’m a big fan of technology.

In fact, I’ve dedicated my entire career to developing and optimizing industry-leading technology tools. But the truth is, first-class HR software solutions themselves are not enough when it comes to HR technology — there’s another aspect that people too often neglect, and that deciding factor is service.

The best solutions are a thoughtful blend of both products and services, which is why, at Ultimate Software, we’ve always differentiated ourselves by excelling at both. There’s now even an industry term describing our approach: service-design thinking.

Service-design principles view product and service as equally essential parts of the customer experience, with the combined goal of maximized efficiency and value for the end user. True service design also relies on customer involvement, employing customer needs and feedback to develop and optimize new iterations. Unlike other methods that essentially mold services around existing products, service-design thinking bakes both customer input and service functionality into every aspect of the development process.

This has been a core tenet of our strategy from the beginning. More than 80% of our employees are staffed in product development and services teams, and our 96% customer retention rate speaks for itself. Customers stay with us long term because we provide the industry’s best HCM products and services.

When you truly put people first, you can’t separate software and service. They’re equal partners in success.