服務設計深入淺出-class-001
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Service Design 服務設計 SEP.25 吳宗德
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服務設計深入淺出-class-001
Transcript of 服務設計深入淺出-class-001
Service Design 服務設計
SEP.25
吳宗德
服務設計���
Service Design(SD)���探索、歸納、工具、合作、說服
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
評量方式���
Overall Grade���平時出席和討論 30%、期中發表 35%、期末發表 35%
展開餐巾紙 Unfolding the Napkin : the hands-on method for solving complex problems with simple pictures
Today’s Goals
• Introduce service basics • Play some methods of service design • Consider business implications of
service design
Service Design ?
Design
Service
Design
How color impacts emotions and behaviors
Color Can Impact Your Business, or Beware of Brown!
美。用。造
美。用。造 白。易。少
美。用。造 白。易。少
印象。連續。成本
Design is the process of making something better for someone
Service
Products vs. Services
What’s a great product without great service ?
What’s great service without a great product ?
評分
This was not designed
This was designed
Services need design help
Tim Brown 談鼓勵設計師放大思考格局 Tim Brown urges designers to think big
影片
Discovery
Definition
Design
Delivery
Service Design (SD)
Discovery
Experience
Tools / Devices / Equipment
Environment
Persona
分組練習 a 訪談建立 Persona
搭飛機 訪談建立 Persona
Onstage
Backstage
Onstage / Backstage
Definition Customer Journey Map
User Needs / Key Findings
創世紀 Genesis 米開朗基羅 梵蒂岡。西斯廷教堂
《創造亞當》
Touchpoint “Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”
“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
Brugnoli Gianluca Connecting the Dots of User Experience, Journal of Information
Architecture, Issue 1 Volume 1, Spring 2009
分組練習 b 描繪 Touchpoint 矩陣
搭飛機 描繪 Touchpoint 矩陣
Design
Creating Concepts
Co-creation
Engagement
Prototyping
Validation
Delivery Tangible
Intangible
服務藍圖 Service Blueprint
服務藍圖可以? • Customer interac4ons • Employee roles • Opera4onal process • Informa4on technology
Customer actions
line of interaction
Onstage actions
line of visibility
Backstage actions
line of internal interaction
Support processes
分組練習 c 描繪 Service Blueprint
搭飛機 描繪 Service Blueprint
