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Crossword Puzzle
Crossword Puzzle

Herramientas de diseño de servicios

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Herramientas de diseño de servicios

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About this activity

Repasa las herramientas para diseño de servicios.

Created by

Viviana Jiménez Cervantes
Viviana Jiménez Cervantes
Mexico

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Herramientas de diseño de servicios
 

Crossword Puzzle

Herramientas de diseño de serviciosOnline version

Repasa las herramientas para diseño de servicios.

by Viviana Jiménez Cervantes
1

Permite representar los procesos, elementos e interacciones para entender cómo funciona un servicio de manera general.

2

Un _________ de servicio es la herramienta de observación que sirve para vivir personalmente la experiencia de un servicio y así poder identificar elementos, procesos y áreas de oportunidad.

3

Es un perfil imaginario que nos permite describir las características específicas, comportamientos, problemas y expectativas de todos los grupos de clientes. También se conoce como buyer persona o perfil de usuario.

4

El mapa de _______ nos permite entender a profundidad al cliente respecto a lo que ve, piensa, dice, hace y escucha.

5

Nos ayuda a trazar las acciones e interacciones que tienen los clientes en su experiencia de servicio, así como su nivel de satisfacción. Identificar puntos de contacto y momentos de verdad.

6

Un service _______ ayuda a detallar todas las acciones y procesos involucrados en la prestación de un servicio; incluye acciones visibles y ocultas, líneas de interacción del personal y recursos de soporte.

7

El lienzo del ________ de negocio nos permite plasmar la estructura básica de cómo se genera y entrega valor.

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