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WorksheetsService Design Quiz
Total questions: 15
Worksheet time: 11mins
What is a service?
A provided way for performing a task
How the user interacts with a product
When a person helps the user buy something
A way to evaluate whether a task is achieved or not
The core of services is
Offering
Interactions
Touchpoints
Channels
What is the process of a service?
How it is ordered, created and delivered
How it is designed, through mapping the experience and other tools
What the user gets for the price he/she's paying
What are some characteristics of a service?
Intangible
Inflexible
Fluctuating desire
Co-managed
Flexible
What can be a touchpoint?
Spoken communication
Signage
Mailings
Provider ownership
Inflexible
Design Thinking is:
Thinking about design
Designing ways in which people think
Asking users to solve problems
Defining, framing and solving problems from users' perspectives
Design Thinking is a Linear Process. True or False?
True
False
Service design tackles .......
Only one touchpoint
Many touchpoints
A purchase receipt is a service evidence
True
False
What is an aspect of service design?
Resources to connect people and/or machines
Environmental
Process and experience
Focus on interaction between person and artifact
Carpolo is a carpooling app, this shows that services are....
Helping reduce traffic
Helping you meet new people
Environmentally good because you use less things
Helping with the economy of the country
Role playing is a part of...
Prototyping the service
Ideating the service
The final service
What is the Service Blueprint used for?
A flowchart on how a service will be delivered.
Specifying the physical evidence to facilitate customers.
As illustration of backstage and frontstage actions of a sercice.
All are correct.
A tool to capture, diagnose and evaluate customer experiences a service over time is called ...
Servicescape
Customer Journey Map
Business Canvas Model
Service Package
An example of physical evidence of a courier service is ...
Friendly staff
On time delivery
Tracking system
Delivery fleet/vehicles
