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
##似乎標記過這本瞭，歸入基礎入門類
評分##教科書，前半部分還可以。又讀瞭一遍：5 principles，AT-ONE（Actor，touchpoint，offering，need，experience），tool box等。就是太囉嗦瞭
評分##入門書還可以，中間的內容標注顔色區分色信息可視化蠻有意思的，是對服務設計的簡單介紹，當時讀完其實還是雲裏霧裏，缺少案例
評分##一般般吧。沒什麼特彆新的觀點。
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##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##理論講的很好，工具部分也很好，和之前實踐的以及理解到的沒有偏差，以後要繼續實踐啊！
評分##為服務設計寫的教科書學習體驗自然很不錯。符號體係和內容組織都特彆清晰，在不同作者寫作的情況下能夠很好地保證內容和結構的統一感。既是入門，也留有很多可以深挖專研的綫索。有些遺憾的是案例部分圖錶不太詳實，過程缺乏細節，現在讀來也有些缺乏新意。
評分##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。
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