July 2026
Intermediate
338 pages
8h 12m
English
Content preview from Service Design
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5 CX analysis
This chapter covers the work conducted by service designers during the CX Analysis service. The key activities of this service and the techniques that are conducted when carrying out these activities are described in this chapter. These techniques may be supplemented by other techniques, in particular those described in Chapters 10 and 11. The techniques described in Chapters 3–4 and 6–9 also offer service designers additional approaches to help gain further ideas and insights.
Introduction
Techniques to analyse customer needs, feelings and priorities are invaluable when conducting service design. The experience customers encounter when engaging with organisations often guides their future decision-making. These decisions ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
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.