Transcription of Customer Insight Profiling and Service Design Guide
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Customer Insight Profiling and Service Design Guide
An innovation network helping cities develop better electronic servicesCustomer InsightProfiling and ServiceDesign GuidecontentsChapter 1 smart cities Customer Insight Process .. 7 Chapter 2 What s your business question? .. 9 Chapter 3 Setting outcomes .. 14 Chapter 4 Customer Profiling in practice .. 17 Chapter 5 Using data effectively .. 28 Chapter 6 Creating Customer personas .. 37 Chapter 7 Using co- Design to incorporate user needs .. 43 Chapter 8 Personalised services .. 47 Chapter 9 Linking services and needs .. 51 Chapter 10 Business process re-engineering .. 57 Chapter 11 Service access and channel strategy .. 62 Chapter 12 Measuring outcomes .. 68 Chapter 13 Marketing .. 70 Appendices Appendix 1, Benefits Mapping Exercise.
Customer Insight Profiling and Service Design Guide. ... of a number of outputs from the Smart Cities project, ... This guide is based on the lessons that have been ...
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