Service Design 6: Final Lecture
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1. The document summarizes a final lecture on service design that covered three parts: reviewing the knowledge from the course so far, discussing the concept of overdelivery in customer service, and designing service experiences. 2. It provides an example of an airline overdelivering for passengers on a flight that experienced an emergency water landing, by providing assistance, replacements, and compensation that went above and beyond normal procedures. 3. The last part of the lecture focused on using a service pyramid and simple business case models to design a single feature that could provide overdelivery for customers.
Service Design 6: Final Lecture
- 1. Service Design Final lecture Service Design Course VIKMB32 6
- 2. Its a Quiz time ! 2
- 3. Part one the knowledge so far 3
- 4. Part two overdelivery Tony Cram, V鱈tzn箪 tah 2010 4
- 5. 5 Jan 2009, flight nr. 1549 NY Seattle All 150 people survived, but stressed, wet and with nothing. Free help line for relatives Cash and credit cards to buy essentials Pre-charged phones Food, transportation Locksmiths Flight ticket voucher, VIP card, 5000 $ In 6 weeks, 1/3 of passengers flew again. Chesley B. 'Sully' Sullenberger, III US airways overdelivery
- 6. Part three design 6 30 minutes Service Pyramid Simple Business Case One Overdelivery feature
- 7. Summing up 7 Write down the Tandem Teams 12 May Whos coming? 30 May diner Need your help 18 June Presentations + reports (after 2 PM) Connect me on LinkedIn Reach out to me for: Thesis, Recommendation, Jobs, More Sources, Business, Advice or just Say Hello Feedback 1. What you liked? 2. What can be improved? 3. On the scale 1 to 10 how likely are you to recommend the course to your friends? 4. What do I miss to get 10?