Service design: alcuni case study

NOTA AICEX: il disegno del servizio mette al centro l’utente. Ma solo vedendo il processo end-to-end dal fornitore all’utente finale come un “service journey” ,si riesce ad avere un quadro accurato di ciò che il service design dovrebbe essere. Esploriamo alcuni case study.

In our daily lives we avail of services constantly. When we check our online bank with our mobile phone, deliver our children at kindergarten or school, or when we book a flight to our next holiday destination, we use a service. Often we do not think about our increased consumption of services – mostly we do it only when something goes wrong or when we’ve been pleasantly surprised.

Kforum 12A service journey in paper clippings.

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