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Service Design by Ben Reason, Lavrans Løvlie, Andy Polaine

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CHAPTER 4

Images

Turning Research into Insight and Action

Levels of Insights

Insights-Gathering Methods

Collating and Presenting Your Insights

Summary

The process of gathering insights draws on a range of research methodologies, specifically design, usability, and ethnographic methods. Those familiar with UX design, human-centered design, and product and social design projects will be familiar with many of these methods. This chapter describes how these methods are used in the context of service design as well as why and when we use them.

Most designers work in commercial contexts in which budgets and time are generally pressured. Although it is important ...

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