Thursday, July 31, 2014

Service Design Thinking

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Marc Stickdorn, coauthor of This is Service Design Thinking,really pushes looking at the complete big picture view of the service or product you’ve created from all angles. Any disconnects throughout your customers’ experiences need to be eliminated.

It’s not good enough to only get most of the product or service right (I cringe when anyone misrepresents the Pareto Principle, also known as the 80/20 rule, to incorrectly justify half-assing things getting something mostly right for most users most of the time). Surely you must realize that your customers will rate your product and/or service based on their entire experience. To really fully empathize with their perspective, Marc suggests service safaris—walk in your customers shoes, find those moments of truth. What surprised you, what delighted you, where were you confused? How did your emotions evolve throughout your experience?

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