service design 2: service is a journey
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.TRANSCRIPT
Service DesignService is a journeyService Design Course
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What‘s the newsthis week?
The Key Concepts1. Touchpoints
2. Customer Journey
3. Service Pyramid
4. Design Process
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Service touchpoints
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Customer journey
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Overdelivery
Usability and accessibility
Value and benefits
Service structure
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Cardboard hospital @ Tampere Uni
vimeo.com/46812964
SummaryService Design = Customer Journey + HCD
Basics = good research + prototypes
The Balls = Always overdeliver
Until Next Time1) Send me your opinion (3 paragraphs) on whether itmakes sense financially forIceland to open in theCzech Rep by Monday 17 March noon to [email protected].
2) Please read one of the following books.
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Next MeetingBrno Observatory and Planetarium
Kraví hora 2
Monday 17 March 2014
12:30 – 15:30
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