Summary:
The book provides a comprehensive guide to designing user-centric services, outlining principles and practical strategies for creating effective, accessible, and easy-to-use services for customers. It emphasizes the importance of understanding user needs, the role of good design in service delivery, and offers insights into the process of developing services that consistently meet and exceed user expectations.
Key points:
1. Service Design: The book highlights the role of service design in creating effective services. It's about understanding user needs and designing services to meet them efficiently.
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