CONTENIDO:WHY SERVICE DESIGN
What do customers want?
The challenges for organizations
Empowered customers
Silos
The need for innovation
Organizations are reacting
Why a service design approach?
WHAT THIS SERVICE DESIGN?
Defining service design
Different views
Service design as a mindset
Service design as a process
Service design as a toolset
Service design as a cross-disciplinary language
Service design a as management approach
Origins and progress
What service design isn't
It is not simply aesthetics or "putting lipstick on o pig"
It is not simply "customer service"
It is not simply "service recovery"
The principles of service design, revisited
The original
The new
BASIC SERVICE DESIGN TOOLS
Research data
Personas
Journey maps
A typology of journey maps
Service blueprint
System maps
Stakeholder maps
Value network maps
Ecosystem maps
Service prototypes
Prototypes of service processes and experiences
Prototypes of physical objects
Prototypes of environments, spaces, and architecture
Prototypes of digital artifacts and software
Prototypes of ecosystems and business value
Business Model Canvas
THE CORE ACTIVITIES DF SERVICE DESIGN
In search of o process for designing a service
Core patterns in the design process
Divergent and convergent thinking and doing
Make sure to solve the right problem before solving the problem right
All design processes are alike...and different
Introducing the core activities of the TiSDD service design framework
