service design 3: the business of services
DESCRIPTION
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.TRANSCRIPT
Service DesignBusiness ofservicesService Design Course
VIKMB32
3
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What‘s the newsthis week?
Service touchpoints
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Customer journey
4
Overdelivery
Usability and accessibility
Value and benefits
Service structure
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6
Most importantService Design = Customer Journey + HCD
Basics = good research + prototypes
The Balls = Always overdeliver
today
Design (finally!)
Business case
Observatory tour and Q&A
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http://www.holstebro.dk/Det-Gode-Koekken-6996.aspx
10http://vimeo.com/46812964
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https://gds.blog.gov.uk
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Let‘s go, We havea world to change here
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The money thing
Until Next Time1) In teams of two and using HCD thinking, suggesthow www.sorriso.cz may bere-designed to better serve patients‘ needs. Bringvisualization of your design with you next time.
2) Please read one of the following books.
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Next MeetingKentico
Nové sady 25 (accross thestreet from Mall.cz)
Wednesday 2 April 2014
12:30 – 15:30
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A new Kentico buildingis right here.