《THIS IS SERVICE DESIGN THINKING. Basics Tools Cases》的原文摘录
Service design is about choosing the most relevant touchpoints for service delivery and designing a consistent customer experience across these many touchpoints. It looks for opportunities to introduce potentially new and more effective touchpoints, remove weak touchpoints and to coordinate the user-experience across touchpoints in relation to brand message and user needs. (查看原文)
Designers possess more than simply an ability to style products; they are practitioners of an applied process of creative skills: identifying problems, researching, analysing, evaluating, synthesising and then conceptualising, testing and communicating solutions. Design, what ever the discipline, is not only about an end product, but rather a systematic process of identifying problems, then researching, creating, testing and implementing solutions. (查看原文)
"And what designers need to learn and this is the most important thing, is the language of the business world. Only by learning that language can you effectively voice the arguments for design" (查看原文)
In particular, the approach of service design refers to the process of designing rather than to its outcome. The outcome of a service design process can have various forms: rather abstract organisational structures, operation processes, service experiences and even concrete physical objects. (查看原文)
