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服務設計深入淺出-class-001

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服務設計深入淺出-class-001

服務設計深入淺出-class-001

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  • 1. Service Design   服務設計 SEP.25 吳宗德
  • 2. 服務設計 Service Design(SD) 探索、歸納、工具、合作、說服
  • 3. 服務設計 設計師 服務藍圖 服務 流程 使用者經驗 設計 方法 品牌 互動設計 顧客分析 利益者 觀察
  • 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
  • 7. Service Design ?
  • 8. Design Service
  • 9. Design
  • 10. How color impacts emotions and behaviors
  • 11. Color Can Impact Your Business, or Beware of Brown!
  • 12. 美。用。造
  • 13. 美。用。造 白。易。少
  • 14. 美。用。造 白。易。少 印象。連續。成本
  • 15. Design is the process of making something better for someone
  • 16. Service
  • 17. Products vs. Services
  • 18. What’s a great product without great service ? What’s great service without a great product ?
  • 19. 評分
  • 20. This was not designed
  • 21. This was designed
  • 22. Services need design help
  • 23. Tim Brown 談鼓勵設計師放大思考格局 Tim Brown urges designers to think big 影片
  • 24. Discovery Definition Design Delivery Service Design (SD)
  • 25. Discovery Experience Tools / Devices / Equipment Environment
  • 26. Persona
  • 27. 分組練習 a 訪談建立 Persona
  • 28. 搭飛機 訪談建立 Persona
  • 29. Onstage Backstage
  • 30. Onstage / Backstage
  • 31. Definition Customer Journey Map User Needs / Key Findings
  • 32. 創世紀 Genesis 米開朗基羅 梵蒂岡。西斯廷教堂 《創造亞當》
  • 33. Touchpoint “Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”
  • 34. “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
  • 35. Brugnoli Gianluca Connecting the Dots of User Experience, Journal of Information Architecture, Issue 1 Volume 1, Spring 2009
  • 36. 分組練習 b 描繪 Touchpoint 矩陣
  • 37. 搭飛機 描繪 Touchpoint 矩陣
  • 38. Design Creating Concepts Co-creation Engagement Prototyping Validation
  • 39. Delivery Tangible Intangible
  • 40. 服務藍圖 Service Blueprint
  • 41. 服務藍圖可以? •  Customer  interac4ons   •  Employee  roles   •  Opera4onal  process   •  Informa4on  technology
  • 42. Customer actions line of interaction Onstage actions line of visibility Backstage actions line of internal interaction Support processes
  • 43. 分組練習 c 描繪 Service Blueprint
  • 44. 搭飛機 描繪 Service Blueprint