Скачать или смотреть Service design, customer journey mapping and risk

In this video, we explore service design, journey and risk management. Prof Maria Raciti from the University of the Sunshine Coast leads a 45-minute hands-on workshop. You will get practical advice on designing your service for the consumer journey.

Maria provides the following:

The nature of services and services as a theatre
How to use flowcharts and blueprints to map your service experience
How to use customer personas to inform service design
Understanding what is consumer risk and how to minimise it

Professor Maria Raciti is a social-cause marketer who uses marketing tools and techniques to bring about social justice and behaviour change. Professor Raciti is a Director of the Indigenous and Transcultural Research Centre, an Adjunct Fellow with the National Centre for Student Equity in Higher Education and was part of an Australian Government departmental task force assisting with the 2019 National Regional Rural and Remote Tertiary Education Strategy. Maria is a Principal Fellow of the Higher Education Academy (UK) and has undertaken several large scale research projects that have produced meaningful and impactful outcomes. Maria is the program coordinator for Marketing at the University of the Sunshine Coast.

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