Service Design: Basic Tools and Insights
Service design takes practices for creating great online experiences and applies them to all customer interactions with an organization, online or off. Marc Stickdorn shares his insights on the basic tools of the service design process. He introduces its five basic principles and ways to embed service design into your organization.
Marc explores how journey mapping can show you how customers are feeling and talk about the challenges of measuring customer satisfaction. He shares why he believes a focus on the difference between products and services is outdated and why understanding the customer experience is more important.