服務設計深入淺出-class-001
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This document discusses service design. It introduces service design as exploring, inducing, using tools, cooperating, and persuading. It discusses customer journeys, touchpoints, service blueprints and other tools and methods used in service design. The goals are to introduce basic concepts of service design and consider implications for business. Methods like persona creation, customer journey mapping, and prototyping are presented and practiced in groups.
服務設計深入淺出-class-001
- 4. 評量方式 Overall Grade 平時出席和討論 30%、期中發表 35%、期末發表 35%
- 5. 展開餐巾紙 Unfolding the Napkin : the hands-on method for solving complex problems with simple pictures
- 6. Today’s Goals • Introduce service basics • Play some methods of service design • Consider business implications of service design
- 9. Design
- 10. How color impacts emotions and behaviors
- 12. Color Can Impact Your Business, or Beware of Brown!
- 19. 美。用。造
- 20. 美。用。造 白。易。少
- 22. Design is the process of making something better for someone
- 23. Service
- 25. What’s a great product without great service ? What’s great service without a great product ?
- 30. 評分
- 31. This was not designed
- 33. Services need design help
- 34. Tim Brown 談鼓勵設計師放大思考格局 Tim Brown urges designers to think big 影片
- 36. Discovery Experience Tools / Devices / Equipment Environment
- 37. Persona
- 40. 搭飛機 訪談建立 Persona
- 43. Definition Customer Journey Map User Needs / Key Findings
- 47. 創世紀 Genesis 米開朗基羅 梵蒂岡。西斯廷教堂 《創造亞當》
- 48. Touchpoint “Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”
- 50. “Everytime there is an opportunity to “touch” or interact with a customer is a valuable touch point. It’s your chance to win over a new customer, who will tell their friends and spread invaluable” Touchpoint
- 51. Brugnoli Gianluca Connecting the Dots of User Experience, Journal of Information Architecture, Issue 1 Volume 1, Spring 2009
- 55. 分組練習 b 描繪 Touchpoint 矩陣
- 62. 服務藍圖可以? • Customer interac4ons • Employee roles • Opera4onal process • Informa4on technology
- 63. Customer actions line of interaction Onstage actions line of visibility Backstage actions line of internal interaction Support processes
- 66. 分組練習 c 描繪 Service Blueprint