AMUO-C3006 - Basics of Service Design, 08.01.2019-26.02.2019
This course space end date is set to 26.02.2019 Search Courses: AMUO-C3006
Reading 5 and Homework 5 due to 11th of February at 23:00
Homework 5: Analyse an EXISTING SERVICE
Individually
Analyse and visualise an existing service inside your topic (transport services, food shopping services) online or physical services that have a potential for the customer experience improvements. For the service visualisation, you can use any of the service design tools that we discussed in a second and third lecture, for example, personas, customer service journey, storyboard, blueprint, service ecology, stakeholders map, etc.
For better understanding utilise two different tools like customer service journey and personas.
Please do not propose possible service improvements jet, these will be performing at Saturday's workshop. The size of the visualisation has to be A3 or bigger as you will present your visualisation to a group of four people. Homework is compulsory for the workshop on 11th of February.
If you have any questions, do not hesitate to ask me.
Reading 5 - Service Prototyping
1. Koivisto, M. (2009) Frameworks for Structuring Services and Customer Experience in Designing Services with Innovative methods: Perspectives on Service Design, Ed. Satu Miettinen, Mikko Koivisto, pp. 136-149
Question:
- List 5 the most important terminology and explain them in your own words.
- What consist the basic service package according to Grönroos 2000?