Filetype Power Point PPTX | Posted on 02 Sep 2022 | 4 years ago
Authentication
digital resources
267x Filetype PPTX File size 1.24 MB Source: www4.ntu.ac.uk
Services…
• are intangible
• have benefits
• are perishable (time and place dependent)
–cannot be stored or transported
• are inseparable from the service provider
• are often inconsistent or variable in quality
–especially personal services eg hairdressing
• cannot be ‘owned’
Product or Service?
• Mobile phone
• Tablet (For the over-30s, that’s an iPad – not
Paracetamol)
• Blackboard/Athens
• Uni App
• Rolls Royce: Power by the Hour
A question for you…
…what is the “product” in education?
• Academic qualification
• Physical environment and other tangibles
• People and experiences
• Life inside and outside the classroom
What does the ‘Student Journey’ during
the first year look like?
Tools and Techniques
• Touchpoints
• Service blueprinting (Front Stage/Back Stage)
• Storyboarding
• Emotional Journey Mapping
• Stakeholder Maps
• Mystery shopping
• Service safari
Doing, not Talking
• Iteration
• Prototyping
• Fail, fail better
• Co-creation
• Roleplay
• Observation
• Personas – your turn…
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