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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services de Marc Stickdorn,Markus Edgar Hormess

Descripción - Reseña del editor 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. Biografía del autor Marc Stickdorn is a trainer and consultant for service design thinking from Germany. With a background in strategic management and information systems, he supports organisations to build up knowledge in the field of service design and helps them to sustainably integrate service design into their structures. Marc guest lectures at various business and design schools and co-founded smaply, a software company developing web-based solutions to sustainably implement service design in organisations. Recently, he co-founded ExperienceFellow, a tool to gain genuine customer insights through mobile ethnography. Marc is editor and co-author of the seminal service design book This is Service Design Thinking.Markus Edgar Hormess is a service innovator and organisational consultant from Germany. For years, the qualified scientist has worked in telecommunication, engineering, banking and IT fields, helping companies to innovate complex services while creating business value. He is co-founder and partner of WorkPlayExperience, and award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam. Together with Marc and Adam he is teaching service design at leading universities and business schools – like the MBA program at IE Business School, Madrid, or the School of Architecture and Design in Oslo (AHO).Adam Lawrence is a customer experience consultant, comedian and actor with a background in psychology and the global automotive industry. For years he has used expertise gained in the world of theater, film and storytelling to help organisations understand human needs, become more creative and innovate faster. Adam is co-founder of WorkPlayExperience, a service design company with a uniquely theatrical approach. He is the award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam.Jakob Schneider is an award-winning communication and service designer from Germany. He is partner and creative director of the design agency KD1. Among others, he won a Red Dot Award and the prestigious “Best of Show” award at the European Design Awards 2011. He guest-lectures service design at design schools, regularly gives talks and workshops on service design. He co-founded both Smaply and ExperienceFellow and is the leading designer of both companies. Jakob is designer, co-editor and co-author of the seminal service design book This is Service Design Thinking

Customer journey maps interaction design foundation customer journey maps can be useful beyond the ux design and marketing teams they can help facilitate a common business understanding of how every customer should be treated across all sales, logistics, distribution, care, etc channels Journey map service design tools what is it the journey map is a synthetic representation that describes stepbystep how a user interacts with a service the process is mapped from the user perspective, describing what happens at each stage of the interaction, what touchpoints are involved, what obstacles and barriers they may encounter Employee experience journey map example template to keep it short, here is a link to a post where we explain how you can create a persona map employee experience journey now, after the research has been done and personas have been created, its time to put everything on a map the way you map an employee experience journey is the following 1 define the stages

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Detalles del Libro

• Name: This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services
  
• Autor: Marc Stickdorn,Markus Edgar Hormess
  
• Categoria: Libros,Libros universitarios y de estudios superiores,Negocios y finanzas
  
• Tamaño del archivo: 17 MB
  
• Tipos de archivo: PDF Document
  
• Idioma: Español
  
• Archivos de estado: AVAILABLE
  

Gratis This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services de Marc Stickdorn,Markus Edgar Hormess PDF [ePub Mobi] Gratis

Google books free download this is service design doing this is service design doing using research and customer journey maps to create successful services by marc stickdorn, markus edgar hormess, adam lawrence, jakob schneider this is service design doing using research and customer journey maps to create successful services marc stickdorn, markus edg Method library this is service design doing in this library, youll find 54 handson descriptions that help you do the key methods used in service design these methods include instructions, guidelines, andtipsand tricks for activities within research, ideation, prototyping, and facilitation 6 customer journey maps you can swipe slidemodel 1 customer journey powerpoint template heres a minimalistic template to help you create a general outline for your document you can use it to map out the key touchpoints you have with prospects at different stages of their buyers journey preengagement, consultation, initiation, coordination, and completion

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