July 2026
Intermediate
338 pages
8h 12m
English
Content preview from Service Design
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Glossary of terms and techniques
A/B TESTING A technique used to test two or more variations of a product or service and then evaluate and compare the outcomes.
ACCESSIBILITY The degree to which all users, regardless of disabilities, are able to interact with services, processes and systems and achieve their goals. See ACCESSIBILITY ANALYSIS.
ACCESSIBILITY ANALYSIS The investigation and evaluation of the level of ACCESSIBILITY provided by an organisation’s services, products, processes and systems.
ACTOR An individual, group of individuals or business system that carries out a business system’s work activities.
ADAPTIVE SYSTEM A system that adapts to changes in its environment.
AFFINITY ANALYSIS A technique that seeks to identify ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.