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Andrew Polaine

Service Design: From Insight to Implementation

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  • Jorge Vazquez Trujillohas quoted4 years ago
    into three primary spheres: care, response, and access.
  • Jorge Vazquez Trujillohas quoted4 years ago
    Core service offerings can be grouped
  • Jorge Vazquez Trujillohas quoted4 years ago
    In the service economy, services can be redesigned on a continuing basis to keep a competitive edge in the market.
  • Jorge Vazquez Trujillohas quoted4 years ago
    If customers are well informed about bus routes and schedules, they are more likely to get more efficiently from A to B and more inclined to use the bus, reducing their carbon footprint and easing congested roads.
  • Jorge Vazquez Trujillohas quoted4 years ago
    Services are about interactions between people, and their motivations and behaviors. Marketers and designers often talk of products having personalities, but an iPhone or a Volkswagen doesn’t wake up with a hangover, worry about paying the rent, or care who is using them. People do, which is why understanding people is at the heart of service design.
  • Jorge Vazquez Trujillohas quoted4 years ago
    The industrial legacy of treating services like products means that services often underperform and disappoint because they cannot be fixed in the same way as problems with products.
  • Jorge Vazquez Trujillohas quoted4 years ago
    The division of the silos makes sense to the business units, but makes no sense to the customer, who sees the entire offering as one experience.
  • Jorge Vazquez Trujillohas quoted4 years ago
    When companies that sell services are structured in silos, however, problems often arise that affect customer experience.
  • Jorge Vazquez Trujillohas quoted4 years ago
    Spreadsheets are a poor medium for conveying human experiences.
  • Jorge Vazquez Trujillohas quoted4 years ago
    when we build services based on genuine insight into the people who will use them, we can be confident that we will deliver real value.
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