1) use the journey maps in 3 ways : 1. To visually and transparently gather user stories when interviewing. 2. To understand how existing services work and uncover pain points and opportuni- ties for improvement. 3. To envision future services.” 2) journey maps factors : main actor , stages, steps , storyboards , emotional journeys, channels , stakeholders, dramatic arc, backstage processes ,...
The 12 commandments of service design doing Call it what you like Make shitty first drafts You are a facilitator Doing , not talking “Yes, but …”and “yes, and…” Find the right problem beform solving it right. Prototype in the real world . Don’t put all your eggs in one basket . It’s not about using tools ; its about changing reality . Plan for iteration ; then adapt Zoom in and zoom out...
The word “chair ”,represents an orchestra of possibilities , a large number of potential services , different for each beneficiary. A chair can represent an ergonomic support for working hours, A symbol of status , A ladder, A word of art . etc. All existing products were created by a service design process.
“Service design helps organizations see their services from a customer perspective. It is an approach to designing services that balances the needs of the customer with the needs of the business, aiming to create seamless and quality service experiences. Service de- sign is rooted in design thinking, and brings a creative, human-centered process to service improvement and designing new service...
P5，Business to Business(B2B) services may be less sensitive to social media, but word of mouth (WOM) seems to fulfill the same role here, with employee and customer referrals often named as the most effective sales generator[02]. Whatever the numbers , we agree that when an organization messes up , the world will be told - and people will believe what they hear. 这里的参考文献我没有搜索到。 这...
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