“Service design for business: a practical guide to optimizing the Customer Experience” Ben Reason, Lavrans Lovlie, Melvin Brand Flu

Organizations spend significant time designing tangible products. Services receive less design attention – however, if your business is to succeed in today’s highly competitive marketplace, this needs to change. Generally, services are less productive and cause more frustration to customers that products. Service design addresses this quality and productivity gap.
Service Design for Business can help your organization tap into the power of intentional service design to transform your customer’s experience. No matter if your company is involves in business-to-consumer, business-to-business, or government services, all services ultimately serve people. This practical book defines the core principles and presents the formidable tools of service design that can be used successfully across all sectors.

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