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郭佳瑋,
余峻瑜,
陳冠學,
and
孔令傑 (Ling-Chieh Kung)
相較於製造業強調「貨品」與「製造流程」的管理，服務業則強調「人」與「服務流程」的管理。在數位時代，科技是企業拉近與顧客距離的關鍵策略性工具，但如何以人為本，則是企業在新時代的挑戰。
在這門課中，我們將探討數位時代中如何進行服務設計與服務營運，一方面改進顧客的體驗，一方面也結合收益管理與平臺策略去為企業設定合適的商業模式。
為了兼顧理論與實務，我們集結了臺大管理學院的三位教授以及來自國泰金控的業界專家，透過包含金融、零售、醫療、交通、網路等各產業的案例，與大家一起從學理和產業的角度探討數位時代的服務管理。
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Syllabus
體驗經濟與服務設計(上)
讓學習者了解經濟模式分類、體驗的四個領域、展示體驗經濟在現實生活中應用的案例、並舉出四種類型的顧客犧牲。
體驗經濟與服務設計(下)
了解顧客痛點、顧客犧牲以及同理心設計的概念，了解顧客旅程地圖及服務藍圖的差異、並將其應用在實際生活當中。
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Syllabus
體驗經濟與服務設計(上)
讓學習者了解經濟模式分類、體驗的四個領域、展示體驗經濟在現實生活中應用的案例、並舉出四種類型的顧客犧牲。
體驗經濟與服務設計(下)
了解顧客痛點、顧客犧牲以及同理心設計的概念，了解顧客旅程地圖及服務藍圖的差異、並將其應用在實際生活當中。
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Traffic lights
Traffic lights
Read about what's good
what should give you pause and
possible dealbreakers
運用理論與實務讓學員了解服務設計與創新，並探討適合企業的商業模式
融合金融、零售、醫療、交通、網路等產業案例，強化實務觀點
適合對服務管理與設計有興趣的各產業從業人員
提供收益管理與平臺策略的知識，有助於企業營運
注重理論與實際應用結合，提升學習效果
講師陣容包含臺大管理學院教授與業界專家，具備專業知識
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Reviews summary
服務設計與創新實務入門課程
根據學習者表示，這門「服務模式的體驗、設計與創新」課程內容紮實且非常實用，特別是服務設計的框架與工具，許多人學完後表示能立即應用於工作。課程的一大亮點是學術界與業界專家的結合，他們的案例分享非常接地氣且有價值，幫助學員理解理論如何落地。然而，部分學員認為課程內容偏向基礎，對於已有相關背景的學習者而言，深度可能不足，尤其特定單元如平台策略感覺點到為止。有評論提到希望能增加更多不同產業的案例或練習機會。總體而言，課程結構清晰，提供了很好的入門知識和實用工具。
可增加案例多樣性、練習或特定主題深度。
"唯一希望的是能有更多練習機會。"
"案例分析的部分如果能再多一些不同產業的會更好。"
"尤其是平台策略部分，感覺點到為止，缺乏足夠的細節和實操指導。"
教授與業界專家結合，案例分享具啟發性。
"教授們和業界專家的結合非常有價值。"
"特別喜歡業界專家的分享，提供了寶貴的實務經驗。"
"業界專家的案例分享也很接地氣，幫助我更深入理解理論如何落地。"
"金融服務的個案分析也很詳細，讓我對實際操作有了概念。"
"理論與實務結合得很好..."
課程內容紮實，工具方法實用，可立即應用。
"特別是服務設計的框架和工具，學完後能立即應用在我的工作中。"
"這門課程內容紮實且非常實用，特別是服務設計的框架和工具..."
"服務設計的框架和工具非常實用，可以應用在不同行業。"
"課程提供了很好的服務設計入門知識，讓我對痛點、賣點、服務藍圖有了初步認識。"
對初學者佳，但對進階者可能深度不足。
"一些理論部分的講解比較泛泛..."
"對於已經有相關背景的學習者來說，可能深度不夠。"
"適合完全的初學者。"
"這門課對我來說有點失望。內容偏向概論，沒有預期中的深入探討。"
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in 服務模式的體驗、設計與創新：從痛點到賣點 (Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points) with these
activities:
整理和回顾课程材料
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有助于复习和巩固所学内容，加深对课程知识点的理解。
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整理讲义、笔记和作业
-
回顾重点内容和概念
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制作思维导图或知识框架
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整理和回顾课程材料
Show steps
有助于复习和巩固所学内容，加深对课程知识点的理解。
Show steps
Show steps
Show steps
- 整理讲义、笔记和作业
- 回顾重点内容和概念
- 制作思维导图或知识框架
Show all one activities
Career center
Learners who complete 服務模式的體驗、設計與創新：從痛點到賣點 (Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points) will develop knowledge and skills
that may be useful to these careers:
Service Design Manager
Service Design Manager
A Service Design Manager is responsible for leading the design and implementation of service experiences. This course provides a foundation in service design principles and methodologies, which are essential for success in this role. The course covers topics such as customer journey mapping, service blueprinting, and innovation techniques. By taking this course, you will gain the skills and knowledge necessary to create and deliver exceptional service experiences.
Service Innovation Consultant
Service Innovation Consultant
A Service Innovation Consultant helps organizations develop and implement new service offerings. This course provides a framework for understanding service innovation and the tools and techniques needed to drive innovation. The course covers topics such as customer research, idea generation, and business model development. By taking this course, you will gain the skills and knowledge necessary to help organizations create and launch successful new services.
Customer Experience Manager
Customer Experience Manager
A Customer Experience Manager is responsible for developing and implementing strategies to improve customer satisfaction and loyalty. This course provides a foundation in customer experience management principles and practices. The course covers topics such as customer journey mapping, service blueprinting, and customer feedback analysis. By taking this course, you will gain the skills and knowledge necessary to create and deliver exceptional customer experiences.
Service Operations Manager
Service Operations Manager
A Service Operations Manager is responsible for managing the day-to-day operations of a service organization. This course provides a foundation in service operations management principles and practices. The course covers topics such as service process design, service quality management, and capacity planning. By taking this course, you will gain the skills and knowledge necessary to manage service operations effectively and efficiently.
Product Manager
Product Manager
A Product Manager is responsible for developing and managing products. This course provides a foundation in product management principles and practices. The course covers topics such as product strategy, product development, and product marketing. By taking this course, you will gain the skills and knowledge necessary to develop and launch successful products.
Marketing Manager
Marketing Manager
A Marketing Manager is responsible for developing and implementing marketing strategies. This course provides a foundation in marketing principles and practices. The course covers topics such as market research, segmentation, targeting, and positioning. By taking this course, you will gain the skills and knowledge necessary to develop and implement effective marketing campaigns.
Business Analyst
Business Analyst
A Business Analyst is responsible for analyzing business processes and developing solutions to improve efficiency and effectiveness. This course provides a foundation in business analysis principles and practices. The course covers topics such as process mapping, data analysis, and solution development. By taking this course, you will gain the skills and knowledge necessary to identify and solve business problems.
Project Manager
Project Manager
A Project Manager is responsible for planning, executing, and closing projects. This course provides a foundation in project management principles and practices. The course covers topics such as project planning, scheduling, and risk management. By taking this course, you will gain the skills and knowledge necessary to manage projects effectively and efficiently.
Operations Research Analyst
Operations Research Analyst
An Operations Research Analyst is responsible for using mathematical and analytical techniques to solve business problems. This course provides a foundation in operations research principles and practices. The course covers topics such as linear programming, integer programming, and simulation. By taking this course, you will gain the skills and knowledge necessary to analyze and solve complex business problems.
Data Scientist
Data Scientist
A Data Scientist is responsible for using data to solve business problems. This course provides a foundation in data science principles and practices. The course covers topics such as data mining, machine learning, and statistical analysis. By taking this course, you will gain the skills and knowledge necessary to analyze and interpret data to drive business decisions.
Software Engineer
Software Engineer
A Software Engineer is responsible for designing, developing, and maintaining software applications. This course may be useful for those who wish to develop software applications for the service industry. The course covers topics such as software design, software development, and software testing.
Web Developer
Web Developer
A Web Developer is responsible for designing, developing, and maintaining websites. This course may be useful for those who wish to develop websites for the service industry. The course covers topics such as web design, web development, and web testing.
Graphic Designer
Graphic Designer
A Graphic Designer is responsible for creating visual concepts, using computer software or by hand, to communicate ideas that inspire, inform, and captivate consumers. This course may be useful for those who wish to create visual content for the service industry. The course covers topics such as graphic design principles, typography, and image editing.
UX Designer
UX Designer
A UX Designer is responsible for improving the user experience of products and services. This course may be useful for those who wish to design user interfaces for service-based applications. The course covers topics such as user research, prototyping, and usability testing.
Interaction Designer
Interaction Designer
An Interaction Designer is responsible for designing the way users interact with products and services. This course may be useful for those who wish to design interactive experiences for the service industry. The course covers topics such as interaction design principles, prototyping, and usability testing.
For more career information including salaries, visit:
OpenCourser.com/course/6xopth/Fu
Reading list
We've selected 11 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
服務模式的體驗、設計與創新：從痛點到賣點 (Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points).
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本書深入探討體驗經濟的起源、影響和應用，與「服務模式的體驗、設計與創新」課程內容高度契合。可作為對體驗經濟入門的參考書。
Provides a thorough understanding of revenue management concepts and techniques. It covers topics such as pricing, inventory control, and forecasting, and useful resource for professionals in the hospitality and travel industries.
《Value Proposition Design: How to Create Products and Services Customers Want》主要介绍价值主张设计在服务业中的应用。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解价值主张设计。
《The Lean Startup》主要介绍精益创业在服务业中的应用。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解精益创业。
《The Service Management Revolution》主要介绍服务管理在服务业中的应用。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解服务管理。
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《Design Thinking for Service Innovation》主要介绍设计思维在服务创新中的应用。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解服务创新。
《The Experience Economy》主要介绍体验经济的理论、方法和实践。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解体验经济。
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《The Service Strategy Imperative》主要介绍服务战略在服务业中的应用。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解服务战略。
《The Innovator's Dilemma》主要介绍创新在服务业中的应用。本书的内容与本课程的主题高度契合，可以帮助学习者更深入地理解创新。
Explores the concept of platform strategy and its implications for businesses. It provides valuable insights for professionals who are involved in developing and managing digital platforms.
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本書是設計思考的經典著作，介紹了設計思考的流程和方法，對於服務設計的思考和實踐具有啟發性。
For more information about how these books relate to this course, visit:
OpenCourser.com/course/6xopth/Fu
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