Service Design: Designing for Experience Over Time
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Introduction

Lecture: Introduction to Service Design
Your project

Project Brief
Project Files: All Telecom Materials (zipped)
Project Files: Telecom Website Screenshots
Project Files: Telecom Mobile Screenshots
Project Files: Telecom Bill
Project Files: Telecom Phone Support Transcript
Project Files: Telecom Tech Support Transcript
Project Files: Telecom Pricesheet
Project Files: Telecom Flyers
Performing a Service Audit

Lecture: Performing a Service Audit
Assignment 1: Perform a Service Audit
Service Slices

Lecture: Service Slices
Assignment 2: Develop Service Slices
Customer Journey Mapping

Lecture: Customer Journey Mapping
Assignment 3: Create a Customer Journey Map
Narrative

Lecture: Narrative
Assignment 4: Develop Scenarios and Storyboards
Value

Lecture: Value
Assignment 5: Develop a Value Promise
Summary

Lecture: Summary
Slides

Slides: Introduction to the Course
Slides: Performing a Service Audit
Slides: Service Slices
Slides: Customer Journey Mapping
Slides: Narrative
Slides: Value
Slides: Summary

Service Design: Designing for Experience Over Time

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A step-by-step guide to service design thinking and doing