Service Design on an Industrial Public Organization
DOI:
https://doi.org/10.20401/rasi.8.3.645Keywords:
GESTÃO PÚBLICA, DESIGN DE SERVIÇOS, INOVAÇÃO EM SERVIÇOS, INOVAÇÃO CENTRADA NO USUÁRIO, EXPERIÊNCIA DO USUÁRIO, UX, PROTO-PERSONA, JORNADA DO USUÁRIO, BLUEPRINT DE SERVIÇOSAbstract
The aim of the article is the application of service design in a public organization with graphic industrial production. Therefore, grounds on the literature about service design, user-centric service innovation, proto-personas, user’s journey, service blueprint and user experience (UX) to collect and process data, got by anonymous questionnaires, about 2015-2019 user’s service experience. Consecutively, the research applied the literature’s toolkits to propose applied solutions that, empathically, develops greater value services for the users.
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