Service design : from insight to implementation /
Polaine, Andrew,
Service design : from insight to implementation / Andrew Polaine, Lavrans Løvlie, and Ben Reason. - xiv, 202 pages : color ilustraciones ; 23 cm.
Incluye bibliografía
Insurance is a service, not a product -- The nature of service design -- Understanding people and relationships -- Turning research into insight and action -- Describing the service ecology -- Developing the service proposition -- Prototyping service experiences -- Measuring services -- The challenges for facing service design.
The book is a practical guide to designing services that work for people. It offers insights, methods and case studis to help design, implement and measure multichannel service experiences with greater impact for costumers, businesses and society.
1933820330 9781933820330
Planificación estratégica.
Servicio al cliente.
658.408 / S491 2013
Service design : from insight to implementation / Andrew Polaine, Lavrans Løvlie, and Ben Reason. - xiv, 202 pages : color ilustraciones ; 23 cm.
Incluye bibliografía
Insurance is a service, not a product -- The nature of service design -- Understanding people and relationships -- Turning research into insight and action -- Describing the service ecology -- Developing the service proposition -- Prototyping service experiences -- Measuring services -- The challenges for facing service design.
The book is a practical guide to designing services that work for people. It offers insights, methods and case studis to help design, implement and measure multichannel service experiences with greater impact for costumers, businesses and society.
1933820330 9781933820330
Planificación estratégica.
Servicio al cliente.
658.408 / S491 2013