具體描述
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.
用戶評價
##看的英文版。主要介紹方法和工具。 本科做服務設計項目時的入門書。
評分##就像書名說的，包含瞭basics, methods, cases. 從理念入手，清晰的呈現這個multidisciplinary 的學科的定義和理論基礎。然後介紹瞭多種服務設計用到的methods,並透過案例的分析清晰的闡明瞭服務設計在實踐中的具體操作方式，還有methods是怎麼具體化的。
評分##iterative four steps : exploration(discover) , creation(concept design) , reflection(prototype) ,implementation . ATONE:actors, touchpoints , offerings, needs, experience. stakeholder maps, service safaris , shadowing, customer journey maps, contextual interview, the 5 why's , cultural probes , mobile ethnography , a day in the life, expectation..
評分##似乎標記過這本瞭，歸入基礎入門類
評分##瞭解一些基礎概念，服務設計隨著社會、環境、硬體的進步，用戶的消費觀念和行為的改變，一些方法或實踐部分，在現今看來有點不適用，但是對服務設計的思維，是很好的啓發。
評分##設計學不多的好書
評分##似乎標記過這本瞭，歸入基礎入門類
評分##初級入門，主要講思路和基礎工具，當概論看看還行
評分##早兩年看這本書就好瞭，不過這是本教科書，更多的實踐纔能掌握。
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