服务蓝图

Use service design to create processes that are core to your digital experience and everything that supports it

服务很少得到同样的关注作为产品。即使在电脑世界提供的服务,我们的资源(时间,预算,人力)都花在客户面向客户的产出上,同时忽略了员工和/或服务提供商的经验。

服务通过人与其他人或道具之间的交流产生无形值,其中“道具”可以是用户体验的软件,对象,抵押品或其他载体。服务设计是这些交流的设计。

In this course, you’ll bridge the gap between customers and service providers through service blueprinting. Learn how to create an experience that is useful and desirable to the customer, while efficient and effective to the provider.

This course will teach you how to use service blueprinting to:

  • Broaden your understanding of your product or service
  • Align “frontstage” user needs with “backstage” employee experiences and/or processes
  • 为超出传统接触点扩展的客户的价值
  • Link customer pain points to organizational shortcomings or redundancies
  • 确定改进机会
"One of the best courses I've had, and I've had a lot of good ones. It features everything you need to practice service blueprinting. I feel empowered to create change through blueprinting."

Maxime Delavergne
Cisco

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UX Certification Credit

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