CHAPTER 8 - DESIGN AND MANAGING SERVICE

• Design - related to physical structure of certain products
• Blueprinting - illustration on how services are rendered
• Brainstorming - Generate ideas from a group of people
• Cultural Probes - referred to as a User Diary
• Immersion - known as research or role playing
• User Centered - created for the customers
• Co Creative - take into account the stakeholders
• Sequencing - products and services are most often delivered
• Evidencing - created an impact to the customers already
• Holistic - environment plays a big role
• Service provision innovation - Firms offering new or improved services
• Service innovation - Redefining customer roles
• Innovation though solutions - offering activities translating to the provision of solution
• Service innovation through Interconnectivity - technology advancements have led to the digitization
• Self Service - customers of the organization perform most
• Remote Service Organization - no customers involved
• Interpersonal services - both customer and service employees are present
• Service Participants - concerned with whom service setting would affect
• Lean - simple, modest in composition
• Elaborated - service setting is complicated
• Affinity Diagram - gather and organize information from a significant amount of mixed data sourced from research
• Character Profiles - These supplement the understanding and appreciation of designers by providing patterns or trends
• User Journey Map - Quotes to tell about the journey of the user through a service
• Documentaries - provide information at the initial stage of the design process
• Contextual Interviews - conducted in the service users natural environment
• Empathy Probes - consider what the users are thinking and feeling
• Ethnographic User Research - support a deeper understanding of design issues for service designers
• Experience Prototype - simulation of service to test new service ideas
• Focus Group - carefully selected participants discuss a specific topic
• Observation - used to identify problem when users are interacting with a product
• Personas - fictional characters based on actual data collected from users, rather than stereotypes
• Prototyping - used to test a new design before production by observing user interaction
• Scenarios - hypothetical stories that visualize use usage of a service
• Service Prototype - simulation tool used to test service design
• Shadowing - method where researchers observe users behavior and experiences without interference
• Stakeholder Map - identifies and categorizes stakeholders