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Service Design
Business of
services
Service Design Course
VIKMB32
3
2
What‘s the news
this week?
Service
touchpoints
3
Customer
journey
4
Overdelivery
Usability and
accessibility
Value and benefits
Service
structure
5
6
Most important
Service Design = Customer Journey + HCD
Basics = good research + prototypes
The Balls = Always overdeliver
today
Design (finally!)
Business case
Observatory tour and Q&A
9
http://www.holstebro.dk/Det-Gode-Koekken-6996.aspx
10http://vimeo.com/46812964
11
https://gds.blog.gov.uk
12
Let‘s go, We have
a world to
change here
13
The money thing
Until Next Time
1) In teams of two and
using HCD thinking, suggest
how www.sorriso.cz may be
re-designed to better serve
patients‘ needs. Bring
visualization of your design
with you next time.
2) Please read one of the
following books.
14
Next Meeting
Kentico
Nové sady 25 (accross the
street from Mall.cz)
Wednesday 2 April 2014
12:30 – 15:30
15
A new Kentico building
is right here.

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