Second lecture on service design at KISK Masaryk University. This time, we discuss key concepts of service design such as touchpoints and service structure.

1. Service Design
Service is a
journey
Service Design Course
VIKMB32
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2. What‘s the news
this week?
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3. The Key Concepts
1. Touchpoints
2. Customer Journey
3. Service Pyramid
4. Design Process

4. 4

5. Service
touchpoints
5

6. Customer
journey
6

7. Service
structure
Overdelivery
Usability and
accessibility
Value and benefits
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8. 8

9. 9

10. Cardboard hospital @ Tampere Uni
vimeo.com/46812964
10

11. Summary
Service Design = Customer Journey + HCD
Basics = good research + prototypes
The Balls = Always overdeliver

13. Until Next Time
1) Send me your opinion (3
paragraphs) on whether it
makes sense financially for
Iceland to open in the
Czech Rep by Monday 17
March noon to
adam.hazdra@gmail.com.
2) Please read one of the
following books.
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14. Next Meeting
Brno Observatory and Planetarium
Kraví hora 2
Monday 17 March 2014
12:30 – 15:30
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