by Steven Slater | Sep 1, 2021 | The Apprentice
DEFINING A SERVICE Topic 1 Why We Should Care About Services We live in a service economy. We benefit daily from services we could not live without. They help us accomplish outcomes, such as with government services, obtaining driver’s licenses and IDs. They...
by Steven Slater | Aug 28, 2021 | The Apprentice
DEFINING SERVICE DESIGN Topic 2 Service Design Overview Service design is the only practice of its kind solely focused on building services. The field’s approach is user-centric, meaning all aspects of a design and the work 0f a service designer requires the...
by admin | Aug 15, 2021 | The Apprentice
UNDERSTANDING SERVICE DESIGN Topic 1 The Origins of Service Design “Design is not just what it looks like and feels like. Design is how it works.” —Steve Jobs Between the period of World War II and the 1980s, new services – Lines of Service (LOS) –...
by Steven Slater | Jul 25, 2021 | The Apprentice
SETTING EXPECTATIONS Topic 1 Creating User Expectations A Starbucks Experience While sitting in a Starbucks with a colleague, grasping for an analogy to explain satisfactory experiences, it dawned on me that the upscale coffee shop is a perfect example. Most everyone...
by admin | Jul 15, 2021 | The Apprentice
Getting To Satisfaction Topic 2 Delighting Users As we have described in some detail, users judge an experience by two measures. However, there could be three, adding “delighted” to “satisfied” and “dissatisfied.” Delighted is...
