Service Design
Service is a
journey
Service Design Course
VIKMB32

2
What‘s the news
this week?

2
The Key Concepts
1. Touchpoints
2. Customer Journey
3. Service Pyramid
4. Design Process
4
Service
touchpoints

5
Customer
journey

6
Service
structure

Overdelivery
Usability and
accessibility

Value and benefits

7
8
9
Cardboard hospital @ Tampere Uni

vimeo.com/46812964
10
Summary
Service Design = Customer Journey + HCD
Basics = good research + prototypes
The Balls = Always overdeliver
Until Next Time
1) Send me your opinion (3
paragraphs) on whether it
makes sense financially for
Iceland to open in the
Cz...
Next Meeting
Brno Observatory and Planetarium
Kraví hora 2

Monday 17 March 2014
12:30 – 15:30

14
Service Design 2: Service is a Journey
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Service Design 2: Service is a Journey

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Second lecture on service design at KISK Masaryk University. This time, we discuss key concepts of service design such as touchpoints and service structure.

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Service Design 2: Service is a Journey

  1. 1. Service Design Service is a journey Service Design Course VIKMB32 2
  2. 2. What‘s the news this week? 2
  3. 3. The Key Concepts 1. Touchpoints 2. Customer Journey 3. Service Pyramid 4. Design Process
  4. 4. 4
  5. 5. Service touchpoints 5
  6. 6. Customer journey 6
  7. 7. Service structure Overdelivery Usability and accessibility Value and benefits 7
  8. 8. 8
  9. 9. 9
  10. 10. Cardboard hospital @ Tampere Uni vimeo.com/46812964 10
  11. 11. Summary Service Design = Customer Journey + HCD Basics = good research + prototypes The Balls = Always overdeliver
  12. 12. Until Next Time 1) Send me your opinion (3 paragraphs) on whether it makes sense financially for Iceland to open in the Czech Rep by Monday 17 March noon to adam.hazdra@gmail.com. 2) Please read one of the following books. 13
  13. 13. Next Meeting Brno Observatory and Planetarium Kraví hora 2 Monday 17 March 2014 12:30 – 15:30 14
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