Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Service design in school lunch programs leaves poor teens hungry »« Jane Fulton Suri writes in Rotman Magazine (pdf download). Of...
heartmonitor3.jpg "Customer journey mapping is the process of tracking and describing all the experiences that customers have as they encounter a service or set of services, taking into account not only what happens to them, but also their responses to their experiences. Used well, it can reveal opportunities for improvement and innovation in that experience, acting as a strategic tool to ensure every interaction with the customer is as positive as it can be." Kind of via Jeff (although we actually bid to do this piece of work)
March 2nd, 2008 / Tags: servicedesign, publication, publicsector / Trackback / Comments