November 2022
Intermediate to advanced
544 pages
11h 32m
Chinese
Content preview from 这才是服务设计
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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.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.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.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.
关心人们怎么跟公司交互
，
还要找出人们真正想要
的是什么
。
以体验为中心的旅程地图可以给出更好
的答案
。
这也会改变公司想解决的设计问题
。
比如
，
原
来只是问
：“
客户的上手体验是什么样的
？”
这是以
产品为中心的问法
。
而现在
，
我们可能要问
：“
人们
搬家时的总体体验是什么样的
？ ”“
电力公司在这种
背景下的职责是什么
？ ”“
在这种背景下
，
电力公司
跟水
、
天然气
、
电话
、
互联网等其他基础设施提供
商相比
，
要发挥什么样的作用
？”
这些才是更能体
现以体验为中心的问题
。
6.通道与深度：在旅程地图中添加多种通道
我们可以放到旅程地图里的通道有很多种
。
本
章只举了一些例子
，
并没有全面介绍所有通道
。
具
体操作时
，
要根据项目的主题来决定在旅程地图中
放哪些通道
，
并且经常要根据项目的目的对通道进
行调整或修改
。
有时候
，
创建这些旅程地图的人
，
好像以为客户除
了他们公司别的一概不会考虑
。
比如
，
电力供应商
可能会创建一幅旅程地图
，
呈现刚搬过来的新客户
如何登记注册
。
如果他们只是绘制出触点
（
在网站
上收集信息
、
在线注册
、
接收合同和签约等
），
不
考虑在搬家时必须执行的其他所有步骤
（
打包
、
迁入
、
把之前的邮寄地址改过来等
），
这幅图就会漏掉很多
潜在的问题和机会
，
并且明显不能反映这一背景下
的场景
。
关注体验的旅程地图反映的是背景下的场景
，
会展示触点是如何嵌入总体体验之中的
。
大部分情
况下
，
使用服务或产品并不是客户的主要目标
。
你
可能听过哈佛大学营销教授 Theodore Levitt 的那句
名言：“人们想要的不是四分之一英寸的钻头，他
们想要的是四分之一英寸的洞。”实际上 ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
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.