Good service means providing a genuine experience
This book is actually a workbook that provides practical information to service designers. The term «service experience design» refers to the principles and methods to provide an optimized experience for service users and service providers. By taking seven projects that the author conducted with Yonsei University students as examples, the book details the process of planning, discovering, defining, developing and delivering services to customers. This includes a wide variety of content, ranging from advice such as “Don’t check your watch or smartphone very often when interviewing people” to elements which should be considered before offering services to the public, such as efficient ways to brainstorm and create service blueprints/user journey maps as well as service provider training.
