Mark Stickdorn

This is Service Design Thinking

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  • Louise Arnskov Voldbyhas quoted4 years ago
    Ideally we aim to design service experiences at the start, and then reverse engineer the offering, the touch-points, the service and even the organisation to be able to reliably produce the desired experience
  • Louise Arnskov Voldbyhas quoted4 years ago
    Experiences are now a valuable differentiator and not only offer a pleasurable service experience, they help us create and express
  • Louise Arnskov Voldbyhas quoted4 years ago
    Customers in the western world today are not only looking for functional solutions to problems but also desire pleasurable solutions to our everyday problems
  • Louise Arnskov Voldbyhas quoted4 years ago
    A central part of this is the creation of a service personality that describes the brand as if it were a person. Once the personality is described, it becomes easier to describe how the touchpoints should be designed, and the behaviours that each touchpoint should have
  • Louise Arnskov Voldbyhas quoted4 years ago
    result how your customers will perceive you. AT-ONE focuses upon understanding how the service offering is experienced at a functional level, an emotional level, and a self-expressive level
  • Louise Arnskov Voldbyhas quoted4 years ago
    The Need part of the AT-ONE approach takes a user-centred design perspective from which to explore customer-needs. It uses personas as a vehicle for introducing a user perspective and adds input from a wide selection of user-centred methods, such as interviews, observation, participatory design sessions or observation
  • Louise Arnskov Voldbyhas quoted4 years ago
    A central part of this is the creation of a service personality that describes the brand as if it were a person. Once the personality is described, it becomes easier to describe how the touchpoints should be designed, and the behaviours that each touchpoint should have.
  • Louise Arnskov Voldbyhas quoted4 years ago
    AT-ONE focuses upon understanding how the service offering is experienced at a functional level, an emotional level, and a self-expressive level
  • Louise Arnskov Voldbyhas quoted4 years ago
    Service design is about choosing the most relevant touchpoints for service delivery and designing a consistent customer experience across these many touchpoints
  • Louise Arnskov Voldbyhas quoted5 years ago
    service design thinking
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