This is Service Design Thinking: Basics, Tools, Cases (Paperback)

Marc Stickdorn, Jakob Schneider

  • 出版商: Wiley
  • 出版日期: 2012-01-11
  • 定價: $1,225
  • 售價: 9.5$1,164
  • 語言: 英文
  • 頁數: 384
  • 裝訂: Paperback
  • ISBN: 1118156307
  • ISBN-13: 9781118156308
  • 相關分類: 行銷/網路行銷 Marketing
  • 立即出貨 (庫存 < 3)

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商品描述

How to design and market services to create outstanding customer experiences

Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design.

This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections:

  • Basics: outlines service design thinking along five basic principles
  • Tools: describing a variety of tools and methods used in Service Design Thinking
  • Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design

At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

商品描述(中文翻譯)

如何設計和行銷服務以創造出色的客戶體驗

服務設計思維是指設計和行銷能夠改善客戶體驗以及服務提供者和客戶之間互動的服務。如果你有兩家咖啡店相鄰,它們都以完全相同的價格出售完全相同的咖啡,服務設計就是讓你走進其中一家而不是另一家的原因。也許其中一家播放音樂,而另一家則沒有。也許其中一家接受信用卡,而另一家只收現金。也許你喜歡其中一家的佈局,或者其中一家有更舒適的座位。也許其中一家的員工更友好,或者在他們的拿鐵咖啡上繪製有趣的圖案。所有這些細微差別都與服務設計有關。

《This Is Service Design Thinking》結合了來自全球服務設計社群的23位國際作者的知識,以及更多線上貢獻者的意見,分為三個部分:

基礎:概述了服務設計思維的五個基本原則
工具:描述了在服務設計思維中使用的各種工具和方法
案例:通過5家在服務設計領域內進行了激勵人心的項目的實際案例研究,介紹了所介紹基礎的生動例子

最後,還附有一頁的「客戶旅程畫布」,可以用來快速在一張紙上勾勒出任何服務,捕捉不同利益相關者的關注點,例如客戶、一線員工和管理層。