SID Unit 1 (Part II)

What is the main component of service design that includes anyone who creates or uses the service?

• Tools

• Props

• People

• Processes

Which component of service design refers to the physical or digital artifacts needed to perform the service successfully?

• People

• Processes

• Props

• Tools

What is the purpose of creating Personas in service design?

• To visualize service blueprints

• To map customer journeys

• To design physical artifacts

• To represent the different user types

What is the main focus of a customer journey map in service design?

• Visualizing service blueprints

• Understanding customer motivations

• Improving employee workflows

• Creating fictional characters

Which component of service design focuses on the surface-to-core of the business that makes up the backstage and behind the scenes of how you deliver and operate?

• Customer Journey Map

• Processes

• Personas

• Service Blueprint

What is the purpose of service blueprinting in service design?

• To create optimal experiences for customers

• To visualize the end-to-end customer experience

• To improve employee workflows

• To understand customer motivations

Who are the fictional characters created based on research to represent different user types in service design?

• Personas

• Employees

• Managers

• Customers

What is the main technique for understanding what motivates customers in service design?

• Service Blueprinting

• Customer Journey Mapping

• Designing Props

• Creating Personas

Which component of service design captures iconic experiences that customers have from their point of view?

• Customer Journey Map

• People

• Processes

• Props

What is the main factor necessary to produce excellent service and create optimal experiences for customers in service design?

• Personas

• Customer Journey Map

• Service Blueprint

• Processes