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Fausto García
En la era de la comunicación, no siempre los servicios saben escuchar las necesidades profundas del cliente, ni tampoco es habitual que se innoven poniendo al cliente en el centro del proceso.
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En la era de la comunicación, no siempre los servicios saben escuchar las necesidades profundas del cliente, ni tampoco es habitual que se innoven poniendo al cliente en el centro del proceso.
Read more
En la era de la comunicación, no siempre los servicios saben escuchar las necesidades profundas del cliente, ni tampoco es habitual que se innoven poniendo al cliente en el centro del proceso.
¿Qué técnicas de investigación de usuarios pueden ayudarte a mejorar un servicio? ¿Cómo entender a los usuarios y lo que buscan, y diseñar servicios que pongan sus necesidades como punto de partida? ¿Cómo lograr, a través de este diseño, que quieran crear una relación a largo plazo con la empresa?
Los temas tratados en este curso te proporcionarán una base teórica y algunas herramientas prácticas para crear excelentes experiencias de servicio centradas en el usuario.
Desde que algunos sectores de servicios se han transformado hacia la denominada “economía de la atención”, “del entretenimiento” o “de la emoción”, el interés en esta área ha ido creciendo. Este curso te brindará un marco de referencia conceptual sobre la experiencia de servicios.
Te invitamos a repasar los elementos que influyen en la misma, especialmente enfocados para aplicar en una organización.
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What's inside
Syllabus
Introducción - Experiencia en Servicios
En este módulo abordaremos los siguientes contenidos: Primero tomaremos como punto de partida los objetivos de este curso para luego hacer foco en la Naturaleza y particularidades de los Servicios y la tendencia en negocios llamada “Servitización”. Además, veremos la definición de Experiencia; así como también conoceremos algunas empresas de servicios y en qué consiste la economía de la experiencia.
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Syllabus
Introducción - Experiencia en Servicios
En este módulo abordaremos los siguientes contenidos: Primero tomaremos como punto de partida los objetivos de este curso para luego hacer foco en la Naturaleza y particularidades de los Servicios y la tendencia en negocios llamada “Servitización”. Además, veremos la definición de Experiencia; así como también conoceremos algunas empresas de servicios y en qué consiste la economía de la experiencia.
Read more
Elementos para el diseño
En este módulo abordaremos los siguientes contenidos: Primero trabajaremos con los conceptos de Diseño y gestión de experiencias; así como las expectativas y percepciones. Además, veremos la radiografía de una experiencia y conoceremos el contexto físico necesario para modificar una experiencia.
El contexto y la cognición
En este módulo abordaremos los siguientes contenidos: Primero trabajaremos en función del desafío de incluir el contexto relacional, cómo influir en este contexto y el funcionamiento del mismo en el mundo de la empresa. Además, veremos el diseño y gestión de elementos sociales y su vínculo con el contexto relacional; así como también la definición de cognición y cómo modificarla en función del servicio.
La práctica: implementación
En este módulo abordaremos los siguientes contenidos: Primero continuaremos trabajando en cómo modificar la cognición en función del servicio y el proceso de transformación. Además, veremos la “práctica” aplicada a servicios, temática en sintonía y para finalizar revisaremos un resumen integrador de todo el contenido trabajado.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Los interesados en mejorar la experiencia del consumidor a través de la innovación
Profesionales de la experiencia del servicio que buscan desarrollar sus habilidades en el diseño centrado en el usuario
Personas que trabajan en el sector servicios y buscan comprender a sus clientes y mejorar sus servicios
Diseñadores de servicios que buscan obtener una base teórica y herramientas prácticas para crear excelentes experiencias de servicio centradas en el usuario
El curso está diseñado para todos los niveles de experiencia, desde principiantes hasta profesionales experimentados
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Save Diseño de Experiencia en Servicios to your list so you can find it easily later:
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Reviews summary
Experiencia en diseño de servicios
Este curso bien recibido ofrece información integral sobre cómo crear experiencias de servicio excepcionales. Basándose en comentarios, destaca la importancia de considerar las necesidades y cogniciones del cliente, crear un contexto físico impactante y modificar la cognición del cliente a través del servicio.
El curso proporciona una combinación de lecturas y videos para mejorar el aprendizaje.
"Excelente curso, material muy completo! Todo me quedó muy claro. "
El entorno físico puede influir significativamente en la experiencia del cliente.
"Además, veremos el contexto físico necesario para modificar una experiencia."
El instructor comparte su amplia experiencia y conocimientos en el campo.
"Excelente curso, el contenido y los ejemplos fueron muy bueno."
El curso incluye ejercicios prácticos para reforzar los conceptos.
"Excelente curso, aporta mucho para el crecimiento personal y seguir el camino hacia el emprendimiento y la innovación "
Los clientes buscan una relación a largo plazo con las empresas que priorizan sus necesidades.
"¿Cómo lograr, a través de este diseño, que quieran crear una relación a largo plazo con la empresa?"
Comprender y modificar la cognición del cliente es crucial para diseñar servicios efectivos.
"¿Cómo entender a los usuarios y lo que buscan, y diseñar servicios que pongan sus necesidades como punto de partida?"
"...modificar la cognición en función del servicio y el proceso de transformación."
Los videos pueden sentirse lentos o repetitivos para algunos estudiantes.
"Senti un poco que las explicaciones en los videos sobraban porque estaban mas completas las lecturas."
Algunas guías de estudio pueden resultar tediosas y difíciles de entender rápidamente.
"Las guías de estudio (lecturas) se hacen muy tediosas."
El curso podría proporcionar más ejemplos y orientación específicos para el diseño de experiencias.
"Creo que le falta un poco más de ejemplos concretos."
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 Diseño de Experiencia en Servicios with these
activities:
Explore service design tools and methodologies
Show steps
Familiarize yourself with industry best practices and tools to enhance your ability to create effective and user-centric service experiences.
Browse courses on
Customer Journey Mapping
Show steps
-
Research and select relevant service design tools and methodologies.
-
Complete online tutorials or workshops to learn how to use these tools.
-
Apply these tools to analyze and improve service experiences.
Participate in group discussions
Show steps
Engage in discussions with peers to exchange insights, challenge perspectives, and deepen your understanding of service experience design and management.
Show steps
-
Attend scheduled group discussions.
-
Prepare for discussions by reviewing course materials and readings.
-
Actively participate by sharing your thoughts and asking questions.
Mentor fellow students
Show steps
Assist fellow students in understanding service experience concepts to enhance your own comprehension and solidify your grasp of the material.
Show steps
-
Join or initiate a study group to collaborate with peers.
-
Offer to answer questions or clarify concepts for fellow students.
-
Contribute your insights and perspectives to discussions.
Two other activities
Expand to see all activities and additional details
Show all five activities
Infographic on service experience principles
Show steps
Create a visual representation of key service experience principles to enhance your understanding and recall.
Show steps
-
Gather and synthesize information on service experience principles.
-
Design an engaging infographic that visually presents the principles.
-
Share your infographic with peers or a wider audience.
Service experience audit
Show steps
Conduct a thorough audit of a specific service experience to identify areas for improvement and develop recommendations.
Show steps
-
Select a service experience to audit.
-
Use observation, surveys, and interviews to gather data.
-
Analyze the data to identify pain points and opportunities.
-
Develop a report with recommendations for improvement.
Explore service design tools and methodologies
Show steps
Familiarize yourself with industry best practices and tools to enhance your ability to create effective and user-centric service experiences.
Browse courses on
Customer Journey Mapping
Show steps
Show steps
Show steps
- Research and select relevant service design tools and methodologies.
- Complete online tutorials or workshops to learn how to use these tools.
- Apply these tools to analyze and improve service experiences.
Participate in group discussions
Show steps
Engage in discussions with peers to exchange insights, challenge perspectives, and deepen your understanding of service experience design and management.
Show steps
Show steps
Show steps
- Attend scheduled group discussions.
- Prepare for discussions by reviewing course materials and readings.
- Actively participate by sharing your thoughts and asking questions.
Mentor fellow students
Show steps
Assist fellow students in understanding service experience concepts to enhance your own comprehension and solidify your grasp of the material.
Show steps
Show steps
Show steps
- Join or initiate a study group to collaborate with peers.
- Offer to answer questions or clarify concepts for fellow students.
- Contribute your insights and perspectives to discussions.
Two other activities
Expand to see all activities and additional details
Show all five activities
Infographic on service experience principles
Show steps
Create a visual representation of key service experience principles to enhance your understanding and recall.
Show steps
Show steps
Show steps
- Gather and synthesize information on service experience principles.
- Design an engaging infographic that visually presents the principles.
- Share your infographic with peers or a wider audience.
Service experience audit
Show steps
Conduct a thorough audit of a specific service experience to identify areas for improvement and develop recommendations.
Show steps
Show steps
Show steps
- Select a service experience to audit.
- Use observation, surveys, and interviews to gather data.
- Analyze the data to identify pain points and opportunities.
- Develop a report with recommendations for improvement.
Career center
Learners who complete Diseño de Experiencia en Servicios will develop knowledge and skills
that may be useful to these careers:
Service Designer
Service Designer
As a Service Designer, you will be responsible for the research, design, and implementation of services that meet the needs of users. This course will provide you with the theoretical foundation and practical tools you need to succeed in this role. You will learn how to conduct user research, understand user needs, and design services that are both effective and user-friendly.
User Experience Designer
User Experience Designer
As a User Experience Designer, you will be responsible for designing and implementing user interfaces that are both intuitive and user-friendly. This course will provide you with the skills you need to understand user needs, design effective interfaces, and evaluate the usability of your designs.
Product Manager
Product Manager
As a Product Manager, you will be responsible for the development and management of products that meet the needs of users. This course will provide you with the skills you need to understand user needs, design effective products, and launch and manage successful products.
Marketing Manager
Marketing Manager
As a Marketing Manager, you will be responsible for the development and implementation of marketing campaigns that reach and engage target audiences. This course will provide you with the skills you need to understand user needs, design effective marketing campaigns, and measure the effectiveness of your campaigns.
Sales Manager
Sales Manager
As a Sales Manager, you will be responsible for the development and management of sales teams that achieve sales goals. This course will provide you with the skills you need to understand user needs, design effective sales strategies, and motivate and manage your sales team.
Customer Success Manager
Customer Success Manager
As a Customer Success Manager, you will be responsible for ensuring that customers are satisfied with their products or services and that they continue to do business with the company. This course will provide you with the skills you need to understand user needs, build relationships with customers, and resolve customer issues.
Business Analyst
Business Analyst
As a Business Analyst, you will be responsible for analyzing business processes and identifying opportunities for improvement. This course will provide you with the skills you need to understand user needs, analyze business processes, and develop recommendations for improvement.
Project Manager
Project Manager
As a Project Manager, you will be responsible for planning, executing, and closing projects. This course will provide you with the skills you need to understand user needs, plan and execute projects, and manage project teams.
Operations Manager
Operations Manager
As an Operations Manager, you will be responsible for the day-to-day operations of a business. This course will provide you with the skills you need to understand user needs, manage operations, and improve efficiency.
Human Resources Manager
Human Resources Manager
As a Human Resources Manager, you will be responsible for the management of human resources within a company. This course will provide you with the skills you need to understand user needs, manage human resources, and develop and implement HR policies.
Financial Analyst
Financial Analyst
As a Financial Analyst, you will be responsible for analyzing financial data and making recommendations for investment. This course may provide you with some of the skills you need to understand user needs, analyze financial data, and make investment recommendations.
Data Analyst
Data Analyst
As a Data Analyst, you will be responsible for collecting, analyzing, and interpreting data. This course may provide you with some of the skills you need to understand user needs, collect and analyze data, and interpret data findings.
Software Engineer
Software Engineer
As a Software Engineer, you will be responsible for designing, developing, and maintaining software applications. This course may provide you with some of the skills you need to understand user needs, design and develop software applications, and maintain software applications.
Web Developer
Web Developer
As a Web Developer, you will be responsible for designing, developing, and maintaining websites. This course may provide you with some of the skills you need to understand user needs, design and develop websites, and maintain websites.
Graphic designer
Graphic designer
As a Graphic Designer, you will be responsible for creating visual designs for a variety of purposes. This course may provide you with some of the skills you need to understand user needs, create visual designs, and communicate visual designs.
For more career information including salaries, visit:
OpenCourser.com/course/mb3bji/diseno
Reading list
We've selected 18 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
Diseño de Experiencia en Servicios.
Provides a comprehensive framework for designing services that meet the needs of customers and provides a step-by-step guide to the service design process.
Este libro clásico sobre la experiencia del cliente proporciona información valiosa sobre cómo crear experiencias positivas para los clientes en todos los puntos de contacto. Se centra en el papel del momento de la verdad en la formación de las percepciones del cliente.
Provides a broader perspective on design thinking and its applications in business, including service design.
Este libro proporciona una base sólida en los principios del diseño centrado en el usuario. Ofrece técnicas prácticas y ejemplos del mundo real para ayudar a los lectores a diseñar productos y servicios que satisfagan las necesidades de los usuarios.
Provides insights into why established companies often struggle to innovate and provides a framework for understanding the challenges of service innovation.
Este libro ofrece un marco innovador para comprender la experiencia del cliente. Presenta un modelo que ayuda a los lectores a identificar y diseñar los elementos clave de experiencias memorables.
Provides a comprehensive overview of experiential marketing and its applications in service design.
Save
Provides a comprehensive framework for managing customer experience. It offers a holistic approach that integrates customer research, design, and management to create a positive and memorable experience for customers.
Focuses on the importance of creating effortless experiences for customers. It provides practical strategies and case studies to help readers reduce customer effort and improve satisfaction.
Save
Provides a framework for understanding the shift from a goods-based economy to an experience-based economy and its implications for service design.
This classic book explores the shift from a goods economy to an experience economy. It argues that businesses need to focus on creating memorable and engaging experiences for their customers to succeed.
Save
Examines the changing landscape of customer expectations and the need for businesses to adapt. It provides insights on how to create customer-centric organizations that deliver exceptional experiences.
Provides practical guidance on how to design user interfaces that evoke emotions and create memorable experiences.
Save
Investigates the science behind memorable experiences. It provides insights on how to create moments that have a lasting impact on customers and build strong brands.
Provides a comprehensive overview of service design for innovation, with a focus on organizational change.
Provides practical advice for user experience professionals who are working alone or in small teams.
Provides a step-by-step guide to developing and implementing a service strategy.
Provides a framework for measuring and evaluating the outcomes of service-dominant logic.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/mb3bji/diseno
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Effort
4 semanas (2 - 5 horas/semana)
Level
Introductory
Via
Coursera
Institution
Universidad Austral
Instructor
Fausto García
Language
Español
Good to know
Los interesados en mejorar la experiencia del consumidor a través de la innovación
Profesionales de la experiencia del servicio que buscan desarrollar sus habilidades en el diseño centrado en el usuario
Personas que trabajan en el sector servicios y buscan comprender a sus clientes y mejorar sus servicios
Diseñadores de servicios que buscan obtener una base teórica y herramientas prácticas para crear excelentes experiencias de servicio centradas en el usuario
El curso está diseñado para todos los niveles de experiencia, desde principiantes hasta profesionales experimentados
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