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Design de Serviço

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Mind Map on Design de Serviço, created by crenatoms on 09/10/2014.
crenatoms
Mind Map by crenatoms, updated more than 1 year ago
crenatoms
Created by crenatoms over 10 years ago
13
1
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Resource summary

Design de Serviço
  1. Foco no Usuário
    1. Percepção do Usuário
      1. Juran (2009)
        1. Cliente -> Elenco de personagens
        2. Peter Druker
          1. Necessidade em Demanda
          2. Tim Brown (IDEO)
            1. Insight
              1. Observação
                1. Empatia
                2. Pinheiro e Alt (2011)
                  1. Experimentação

                    Annotations:

                    • "A falha de um protótipo pode de fato levar ao sucesso de uma solução"
                    1. Empatia
                      1. Colaboração
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