How do you choose the right delivery platform for your services?

1 Service type

The first question you should ask yourself is what kind of service are you offering? Is it a physical or digital service? Is it standardized or customized? Is it transactional or relational? These characteristics will influence the level of interaction, flexibility, and automation you need from your delivery platform. For example, a physical service that requires high customization and personalization may need a human-based delivery platform, while a digital service that is standardized and transactional may benefit from a self-service delivery platform.

2 Target market

The second question you should ask yourself is who are your customers and what are their needs, preferences, and expectations? You should understand your customer segments, their demographics, psychographics, and behaviors. You should also research how they access, consume, and evaluate your service. This will help you choose a delivery platform that matches your customer journey, enhances your customer experience, and meets your customer demand. For example, if your customers are young, tech-savvy, and value convenience, you may want to choose a mobile-based delivery platform, while if your customers are older, less familiar with technology, and value trust, you may want to choose a phone-based delivery platform.

3 Value proposition

The third question you should ask yourself is what is your unique value proposition and how do you communicate it to your customers? You should define your core benefits, features, and differentiators that make your service stand out from your competitors. You should also consider how your delivery platform can support or enhance your value proposition. For example, if your value proposition is speed, you may want to choose a delivery platform that reduces waiting time and delivers your service instantly, while if your value proposition is quality, you may want to choose a delivery platform that ensures high standards and provides feedback mechanisms.

4 Cost structure

The fourth question you should ask yourself is what is your cost structure and how does it affect your profitability and scalability? You should analyze your fixed and variable costs, your revenue streams, and your break-even point. You should also compare the costs and benefits of different delivery platforms and how they impact your bottom line. For example, if your cost structure is low, you may want to choose a delivery platform that leverages economies of scale and automation, while if your cost structure is high, you may want to choose a delivery platform that maximizes value-added services and customer loyalty.

5 Delivery platform options

The fifth question you should ask yourself is what are the available delivery platform options and how do they align with your service type, target market, value proposition, and cost structure? You should evaluate the pros and cons of each option, such as online platforms, mobile platforms, physical platforms, hybrid platforms, human-based platforms, self-service platforms, or third-party platforms. You should also consider the technical, legal, and ethical implications of each option, such as data security, privacy, compliance, and social responsibility. For example, if you choose an online platform, you may need to invest in software development, encryption, and user authentication, while if you choose a physical platform, you may need to comply with health and safety regulations, environmental standards, and social norms.

6 Delivery platform selection

The sixth question you should ask yourself is how do you select the best delivery platform for your services? You should use a systematic and data-driven approach that involves setting clear objectives, criteria, and metrics for your delivery platform. You should also test and validate your delivery platform with your customers, employees, and stakeholders, and collect feedback and insights. You should also monitor and measure your delivery platform performance, and make adjustments and improvements as needed. For example, you can use a scorecard, a survey, or a dashboard to evaluate your delivery platform effectiveness, efficiency, and satisfaction.