具体描述
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.
用户评价
##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..
评分##一般般吧。没什么特别新的观点。
评分##早两年看这本书就好了，不过这是本教科书，更多的实践才能掌握。
评分##2019.3月在韩国学校图书馆借看的，不做笔记????，感觉已经忘记内容了，需要再看一遍
评分##了解一些基础概念，服务设计随着社会、环境、硬体的进步，用户的消费观念和行为的改变，一些方法或实践部分，在现今看来有点不适用，但是对服务设计的思维，是很好的启发。
评分##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..
评分##了解一些基础概念，服务设计随着社会、环境、硬体的进步，用户的消费观念和行为的改变，一些方法或实践部分，在现今看来有点不适用，但是对服务设计的思维，是很好的启发。
评分##看的英文版。主要介绍方法和工具。 本科做服务设计项目时的入门书。
评分##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..
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