Enroll Course: https://www.coursera.org/learn/diseno-experiencia-servicios
In today’s hyper-connected world, it’s surprising how often services fail to truly listen to their customers’ deepest needs. Even more rare is genuine innovation that places the customer at the very heart of the service design process. This is precisely the gap that Coursera’s “Diseño de Experiencia en Servicios” (Service Experience Design) course aims to fill.
This course is an excellent resource for anyone looking to understand how to move beyond transactional interactions and build lasting customer relationships through thoughtful service design. It tackles crucial questions: What user research techniques can genuinely improve a service? How can we deeply understand users and their desires to design services that truly meet their needs? And ultimately, how can we leverage this customer-centric approach to foster long-term loyalty?
The syllabus is structured logically, starting with a foundational introduction to Service Experience. Here, you’ll explore the nature and particularities of services, the growing trend of ‘Servitization,’ the definition of ‘experience,’ and real-world examples of companies excelling in the ‘experience economy.’
The subsequent modules delve into the core elements of design. You’ll learn about managing experiences, understanding customer expectations and perceptions, and analyzing the ‘radiography’ of an experience. Crucially, the course also covers the importance of the physical context in shaping service interactions.
Further modules explore the critical role of context and cognition. This section addresses how to influence relational contexts within a business environment and the design and management of social elements. It also provides valuable insights into defining cognition and how to modify it to enhance the service offering.
Finally, the course culminates in a practical implementation module. This is where theory meets practice, focusing on how to modify cognition through service transformation and the practical application of these principles to real-world services. The course concludes with a comprehensive review of all the material covered.
Overall, “Diseño de Experiencia en Servicios” is highly recommended for designers, product managers, entrepreneurs, and anyone involved in customer-facing roles. It provides a solid framework and actionable techniques to create services that not only function well but also resonate deeply with customers, fostering loyalty and driving business success. If you’re looking to elevate your service design skills and put your customers truly at the center, this course is a valuable investment.
Enroll Course: https://www.coursera.org/learn/diseno-experiencia-servicios