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Andrew Polaine

Service Design: From Insight to Implementation

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Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
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347 printed pages
Original publication
2013
Publication year
2013

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Quotes

  • Verónicahas quoted42 minutes ago
    We suggest that user experience in this context is primarily concerned with tasks, short time frames, and interactions with nonhuman touchpoints.
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    • Verónicahas quoted5 hours ago
      We can break these down into the following four categories:

      User experience: interactions with technologies
      Customer experience: experiences with retail brands
      Service provider experience: what it is like on the other side
      Human experience: the emotional effect of services (e.g., healthcare) that impact quality of life and well-being
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      • Verónicahas quotedyesterday
        FIGURE 5.14
        A customer journey map
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