Abstract
A rise in service industry has allowed the service provider to realize the importance of service innovation. However, there are different sequences of design method which can generate a different result. Service innovation approaching from having the “least” complains within a service, may still result in customers’ dissatisfaction. This research developed a new service design method approaching from satisfying the customers’ “wish” instead of complains. This design method can generate an innovative solution that can be beyond customers’ expectation, which create a higher impact on overall value that the customer may perceive. This service design method will be named as “wish-guided” service design method. It will transform the information gathered from service process, from complains to wishes. By knowing customers’ wishes, the “value” of the design problem can be increased greatly.
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Luh, DB., Chen, F.(H., Ku, V.(H. (2013). A Design Process for New Concept Development. In: Marcus, A. (eds) Design, User Experience, and Usability. Design Philosophy, Methods, and Tools. DUXU 2013. Lecture Notes in Computer Science, vol 8012. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39229-0_58
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DOI: https://doi.org/10.1007/978-3-642-39229-0_58
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