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Ben Reason
Service Design
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Страница 1
SERVICE DESIGN
Страница 3
DEDICATION
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CONTENTS
FOREWORD
CHAPTER 1
Consumer Insights
Trust
Comparison and Purchasing Criteria
Expectations
Employment and Public Benefits
Social and Cultural Interactions
Choice
Documents
Company Insights
Filling In the Gaps in Public Benefits
Being Personal
Consistent Communication Channels
Language
Formalizing Personal Routines
Simplifying IT Infrastructure
Putting Insights into Practice
Experience Prototyping the Service
The End Is Just the Beginning
CHAPTER 2
Why Do Services Need Designing?
How Services Differ from Products
Services Created in Silos Are Experienced in Bits
Services Are Co-produced by People
A New Technological Landscape: The Network
The Service Economy
Core Service Values
Services That Care for People or Things
Services That Provide Access to People or Things
Services That Provide a Response from People or Things
Making the Invisible Visible
The Performance of Service
Performance as Experience
Performance as Value
Unite the Experience
Summary
Страница 44
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