Service Design. Ben Reason. Читать онлайн. Newlib. NEWLIB.NET

Автор: Ben Reason
Издательство: Ingram
Серия:
Жанр произведения: Управление, подбор персонала
Год издания: 0
isbn: 9781933820613
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design is both broad and deep and necessarily covers many areas and disciplines, but as we argue in Chapter 9, we are not design superheroes who can do it all. Service design works best when designers collaborate with professionals from the disciplines appropriate to the project in hand.

      CONTENTS

       How to Use This Book

       Frequently Asked Questions

       Foreword

       CHAPTER 1 Insurance Is a Service, Not a Product

       Consumer Insights

       Company Insights

       Putting Insights into Practice

       Experience Prototyping the Service

       The End Is Just the Beginning

       CHAPTER 2 The Nature of Service Design

       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

       Making the Invisible Visible

       The Performance of Service

       Unite the Experience

       Summary

       CHAPTER 3 Understanding People and Relationships

       People Are the Heart of Services

       Insights versus Numbers

       Summary

       CHAPTER 4 Turning Research into Insight and Action

       Levels of Insights

       Insights-Gathering Methods

       Collating and Presenting Your Insights

       Summary

       CHAPTER 5 Describing the Service Ecology

       Why Map Service Ecologies?

       The Network Society

       Boxes versus Arrows—Finding the Invisible Connections

       From Ecology Map to Service Blueprint

       The Service Blueprint

       Different Uses of Blueprints

       Start with Broad Phases and Activities

       Add the Touchpoint Channels

       Low Fidelity versus High Fidelity

       Zooming In and Out

       Summary

       CHAPTER 6 Developing the Service Proposition

       Basing the Service Proposition on Insights

       The Zopa Service Proposition

       Taking Slices through the Blueprint

       Summary

       CHAPTER 7 Prototyping Service Experiences

       Defining Experience

       Types of Experience

       Expectations versus Experiences

       Considering Time as an Object of Design

       Service Experience Prototyping

       Summary

       CHAPTER 8 Measuring Services

       Measurement for the Common Good

       Establishing