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The handout of the service design course. Sevice Blueprint
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Service design_20191227
1.
應用劇本實驗室.設計總監.王思如 2019.12.27 服務創新與設計
2.
2 服務藍圖 Service Blueprint
3.
顧客歷程 分鏡
4.
4
5.
服務 藍圖
6.
6 失誤點:抱怨、突發狀況 等候點:等候線管理 決策點:流程效率、加值體驗 服務人員聯 絡遲到家長 確認狀況 服務人員 開課前提 醒 助教發獎勵 集點貼紙給 學員 櫃檯提供自 助飲水機讓 家長使用
7.
每組10分鐘發表,抽籤決定順序 準備項目: - 設計提案簡報(ppt)(A4裝訂) - 專題海報(A2表板) -
概念原型 - 服務藍圖(A3彩色列印) 設計提案 發表
8.
8 簡報大綱 設計主題,易懂好記的標題 副標題,用一句話妝點關鍵 設計主軸 - 目標族群(Persona) - 顧客價值需求(提案關聯的洞察卡) -
為信誼呈現的價值(商業模式中的價值主張) 設計提案 - 設計概念摘要 - 設計特點(接觸點的設計與特點說明) - 顧客歷程分鏡(樂高分鏡) - 概念評價(引用用戶或信誼回饋呼應你的特點) - 未來延伸(建議信誼的應用模式) 以下是必要項目,可以自行增加補充項目。每組10分鐘報告
9.
9 專案海報編排項目 • 主題:設計提案主題 • 設計說明(摘要與特點) •
專案流程 • 目標族群(Persona) • 研究洞察(與設計呼應的洞察) • 顧客歷程 • 商業模式 A2直式編排
10.
• 課堂筆記與心得 • 課堂實作上傳 作業
11.
11 課堂 筆記與心得 每堂課分配2組 輪流製作心得筆記 A4 word至少一頁 隔天17:00前放上 Trello/課堂筆記與心得/該週列表 遲交者視同沒交 筆記與心得成績將影響該階段組 員的成績 第1週 第2週
第3週 第4週 第5週 第6週 自願者 Team 1 Team 2 Team3 Team 1 Team 2 自願者 Team 4 Team 5 Team 6 Team 4 Team 5 第7週 第8週 第9週 第10週 第11週 第12週 Team3 Team 1 Team 2 Team3 Team 1 Team 2 Team 6 Team 4 Team 5 Team 6 Team 4 Team 5 第13週 第14週 第15週 第16週 第17週 Team3 Team 1 Team 2 Team3 - Team 6 Team 4 Team 5 Team 6 -
12.
12 課堂實作成果上傳 上傳區:Trello/C原型與提案/D_服務藍圖 - 服務藍圖 上傳區:Trello/C原型與提案/03_顧客歷程微電影 - 微電影PPT 攜帶筆電,製作「設計提案」發表資料 2020/1/2(四)中午12:00前完成上傳
13.
臺灣科技大學.服務創新與設計.2019 應用劇本實驗室.設計總監.王思如