eBook - ePub
Empathic Service Design
Challenges in design, analysis and services
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Empathic Service Design
Challenges in design, analysis and services
About this book
Through case studies from across the globe, this book helps designers understand how forward-looking service prototyping, analysis and tools can promote and create empathic, emotion-oriented and relevant services.
Despite services being at the core of organisations, to create service flows, designers, groups and their diverse stakeholders must negotiate ever more complex and hybrid interactions between human and more-than-human role players in service delivery. The challenge lies in delivering empathic, relevant and desirable services, despite these complexities. New knowledge is needed to bridge the gaps, uncertainties and even anxieties that organisations face in making their service delivery empathic and keeping them purposeful to users.
Addressing problems within service delivery like empathy fatigue, poor collaboration, and siloed work experiences that lead to poorly-functioning systems, the authors suggest concrete solutions for developing empathetic approaches and tools with consideration for the needs of participants. The book critically examines the role of empathy, and explores how compassionate understanding of the end-user is key to success.
Case studies include mapping of children's services, wearable technologies for pandemics, understanding cultural sensitivity, emojis and chat bots, and AI used in care settings.
Despite services being at the core of organisations, to create service flows, designers, groups and their diverse stakeholders must negotiate ever more complex and hybrid interactions between human and more-than-human role players in service delivery. The challenge lies in delivering empathic, relevant and desirable services, despite these complexities. New knowledge is needed to bridge the gaps, uncertainties and even anxieties that organisations face in making their service delivery empathic and keeping them purposeful to users.
Addressing problems within service delivery like empathy fatigue, poor collaboration, and siloed work experiences that lead to poorly-functioning systems, the authors suggest concrete solutions for developing empathetic approaches and tools with consideration for the needs of participants. The book critically examines the role of empathy, and explores how compassionate understanding of the end-user is key to success.
Case studies include mapping of children's services, wearable technologies for pandemics, understanding cultural sensitivity, emojis and chat bots, and AI used in care settings.
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Please note we cannot support devices running on iOS 13 and Android 7 or earlier. Learn more about using the app.
Yes, you can access Empathic Service Design by Melanie Sarantou,Satu Miettinen,Titta Jylkäs in PDF and/or ePUB format, as well as other popular books in Design & Design General. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Cover
- Halftitle Page
- Dedication Page
- Title Page
- Contents
- List of Figures
- List of Tables
- List of Contributors
- List of Peer Reviewers
- 1 Introduction
- Part One Challenges with Empathy and Implications for Service Design
- Part Two Implications for Creating Empathic Services within Sensitive Contexts
- Part Three Approaches to Data Analysis for Developing Service Propositions
- Part Four Design for Empathic Digital Approaches in Service Improvements
- Index
- Imprint