This is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services pdf
Par simpson joshua le jeudi, février 1 2018, 10:57 - Lien permanent
Adam Lawrence,Jakob Schneider,Marc Stinkdorn,Markus Edgar Hormess: This is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services
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Author: Adam Lawrence,Jakob Schneider,Marc Stinkdorn,Markus Edgar Hormess
Number of Pages: 400 pages
Published Date: 28 Feb 2017
Publisher: O'Reilly Media, Inc, USA
Publication Country: Sebastopol, United States
Language: English
ISBN: 9781491927182
Download Link: Click Here
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Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Service design requires a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.