Сервис-дизайн на практике. Проектирование лучшего клиентского опыта

This book is the main guide to the practice of applying service design in the world. It is necessary for everyone who wants all processes in the company to be customer-oriented. In it, you will find a detailed description of the main stages, methods, and tools of service design. The book was created by dozens of professionals from different countries who shared their experiences and worked according to the basic rules of service design, that is, iteratively improving the text of the book. Numerous cases will help you better understand how to apply service design in practice. You will learn how to conduct research, generate ideas, create prototypes, work with users, and implement service design throughout the organization to ultimately achieve a useful, memorable, impressive, truly unique product.