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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