EHL | September 1, 2020
With this in mind, service design can be applied to both new services and existing ones. Possibilities and opportunities for best-case-scenario service provision are analyzed and stakeholder expectations assessed. According to the Institute of User Experience Design, considerations of personas, the customer journey and touchpoints help feed into the ideal service provision outcome – for customers and service providers alike. This distinction between customers and service providers draws our attention to an important concept in service design: the differentiation between “frontstage” and “backstage”. As the terms suggest, the key ...
June 18, 2020
On a global scale, the tourism industry impacts over 284 million jobs. These jobs comprise an enormous sector of the global economy, with these organizations focusing on providing customers with outstanding experiences. Rather than selling their customers and clients particular products to fulfill pain points, these businesses instead focus on providing customers with a promised experience. It is through these emotion-driven interactions that customers determine if their needs have been met and their view of this particular business. Within this sector, therefore, the idea of service design has a tremendous impact. Through service design,...
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