Contact Zone

Contact Zone

Master the Service-System Design Matrix by placing real services in their correct zones. The key insight: more customer contact = higher sales opportunity but lower efficiency.

📧

Low Contact

Mail, email, automated systems. High efficiency, low customization.

📞

Medium Contact

Phone, kiosks, scripted interactions. Balanced trade-offs.

🤝

High Contact

Face-to-face, full customization. Maximum personalization.

Drag to Place

💡 Drag the card to a zone, or click the card then click a zone to place it.

Service-System Design Matrix

High Efficiency

High Sales Opportunity

Buffered Core

No direct contact

Permeable System

Some contact

Reactive System

Much contact

Degree of Customer/Server Contact → ↑ Sales Opportunity Process Efficiency ↑ Low High Low High

Mail/Email Contact

Internet & On-Site Tech

Phone Contact

Face-to-Face Tight Specs

Face-to-Face Loose Specs

Face-to-Face Total Custom

Analysis Console

Drag a service to the matrix to begin analysis...

Contact Zone

Mission Complete!