Bøker av Naomi Lantzman

The Master is a guide for senior designers to improve services under their direction. The handbook includes ideas, demonstrations. diagrams and explanations for service design models and tools for diagnosing and fixing services. Topics include service prototyping, managing customer feedback, diagnosing services, measuring user experiences, and recovering failed service experiences.

Collection of service design models and tools from service design textbooks: The Apprentice, The Journeyman, and The Master