Julkaisut
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A comprehensive model for measuring customer and business value
Touchpoint, The Journal of service design
Merging the Needs of Management and Design
In most cases, managers and designers need different data. Managers use ‘hard data’, figures and KPIs (Key Performance Indicators) to make decisions based on validated facts. Designers need tools to understand customer needs, motivation and behaviour. We will introduce a proven model for merging the qualitative design drivers preferred by designers with the quantitative KPIs preferred by managers. The model represents an agile method of…Merging the Needs of Management and Design
In most cases, managers and designers need different data. Managers use ‘hard data’, figures and KPIs (Key Performance Indicators) to make decisions based on validated facts. Designers need tools to understand customer needs, motivation and behaviour. We will introduce a proven model for merging the qualitative design drivers preferred by designers with the quantitative KPIs preferred by managers. The model represents an agile method of iterative co-design. It builds a service that meets established goals and enables an optimised balance between business and customer value in service execution.Muut tekijät -
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