Service Design 3: The Business of Services

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Third lecture on service design at KISK Masaryk University. This time, we discuss both design and its financial viability. Business case is a major topic here, of course.

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Service Design 3: The Business of Services

  1. 1. Service Design Business of services Service Design Course VIKMB32 3
  2. 2. 2 What‘s the news this week?
  3. 3. Service touchpoints 3
  4. 4. Customer journey 4
  5. 5. Overdelivery Usability and accessibility Value and benefits Service structure 5
  6. 6. 6
  7. 7. Most important Service Design = Customer Journey + HCD Basics = good research + prototypes The Balls = Always overdeliver
  8. 8. today Design (finally!) Business case Observatory tour and Q&A
  9. 9. 9 http://www.holstebro.dk/Det-Gode-Koekken-6996.aspx
  10. 10. 10http://vimeo.com/46812964
  11. 11. 11 https://gds.blog.gov.uk
  12. 12. 12 Let‘s go, We have a world to change here
  13. 13. 13 The money thing
  14. 14. Until Next Time 1) In teams of two and using HCD thinking, suggest how www.sorriso.cz may be re-designed to better serve patients‘ needs. Bring visualization of your design with you next time. 2) Please read one of the following books. 14
  15. 15. Next Meeting Kentico Nové sady 25 (accross the street from Mall.cz) Wednesday 2 April 2014 12:30 – 15:30 15 A new Kentico building is right here.

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