This is service design thinking

This is Service Design Thinking: Basics, Tools, Cases
Stickdorn, Marc
Schneider, Jakob
2011
Hoboken, New Jersey, John Wiley & Sons. 373 p.
Resumen: Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design.
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