The document outlines a service design course focused on enhancing customer journeys through human-centered design (HCD) principles. Key topics include service touchpoints, usability, accessibility, and the importance of overdelivering in service design. Participants are tasked with redesigning a website to better serve patients and are encouraged to read relevant literature for the next meeting.

1. Service Design
Business of
services
Service Design Course
VIKMB32
3

2. 2
What‘s the news
this week?

3. Service
touchpoints
3

4. Customer
journey
4

5. Overdelivery
Usability and
accessibility
Value and benefits
Service
structure
5

6. 6

7. Most important
Service Design = Customer Journey + HCD
Basics = good research + prototypes
The Balls = Always overdeliver

8. today
Design (finally!)
Business case
Observatory tour and Q&A

9. 9
http://www.holstebro.dk/Det-Gode-Koekken-6996.aspx

10. 10http://vimeo.com/46812964

11. 11
https://gds.blog.gov.uk

12. 12
Let‘s go, We have
a world to
change here

13. 13
The money thing

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. 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.