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Know who the service consumer is. In doing this, the service provider should consider who will receive value from what is being delivered or improved
Understand the consumer’s perspectives of value
is defined by their own needs
is achieved through the support of intended outcomes and optimization of the service consumer’s costs and risks
changes over time and in different circumstances.
Important element of value is the experience that service consumers have when they interact with the service and the service provider [CX – customer experience, UX – user experience]
Defined as the entirety of the interactions a customer has with an organization and its products. This experience can determine how the customer feels about the organization and its products and services
CX is both objective and subjective