Service Design 2: Service is a Journey

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Information about Service Design 2: Service is a Journey
Design

Published on March 3, 2014

Author: AdamHazdra

Source: slideshare.net

Description

Second lecture on service design at KISK Masaryk University. This time, we discuss key concepts of service design such as touchpoints and service structure.

Service Design Service is a journey Service Design Course VIKMB32 2

What‘s the news this week? 2

The Key Concepts 1. Touchpoints 2. Customer Journey 3. Service Pyramid 4. Design Process

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Service touchpoints 5

Customer journey 6

Service structure Overdelivery Usability and accessibility Value and benefits 7

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Cardboard hospital @ Tampere Uni vimeo.com/46812964 10

Summary Service Design = Customer Journey + HCD Basics = good research + prototypes The Balls = Always overdeliver

Until Next Time 1) Send me your opinion (3 paragraphs) on whether it makes sense financially for Iceland to open in the Czech Rep by Monday 17 March noon to adam.hazdra@gmail.com. 2) Please read one of the following books. 13

Next Meeting Brno Observatory and Planetarium Kraví hora 2 Monday 17 March 2014 12:30 – 15:30 14

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