Diseño de Experiencia en Servicios

Go to Course: https://www.coursera.org/learn/diseno-experiencia-servicios

Introduction

### Course Review: Diseño de Experiencia en Servicios **Introduction** In a world where communication is abundant yet often superficial, understanding the deep-seated needs of customers has never been more critical. The course "Diseño de Experiencia en Servicios," available on Coursera, addresses this gap in the service industry by providing tools and techniques to design services centered on customer experience. This course is perfect for professionals and students seeking to enhance their knowledge in service design and user-centered innovation. **Course Overview** "Diseño de Experiencia en Servicios" offers a comprehensive curriculum that teaches participants how to listen to customers, understand their needs, and innovate service experiences accordingly. The course emphasizes practical techniques for user research and the importance of building long-lasting relationships between companies and their clients. **Course Syllabus** The course is divided into four main modules, each focusing on different aspects of service experience design: 1. **Introducción - Experiencia en Servicios** The course kicks off by establishing the objectives and the foundational concepts of service design. Participants will explore the uniqueness of services, the trend of "servitization," and the economic relevance of experiences. This module sets the stage for understanding how service experiences can be defined and developed. 2. **Elementos para el Diseño** Moving forward, this module digs deeper into experience management and design fundamentals. Participants will learn about expectations, perceptions, and the anatomy of an experience. The content also addresses how the physical context can significantly impact the service experience, providing insight into how environments can be tailored to enhance customer interactions. 3. **El Contexto y la Cognición** The third module addresses the relational context and its influence on cognition within businesses. This segment emphasizes the importance of social interactions and how they shape customer experiences. Learners will be exposed to strategies for modifying cognitive responses based on service attributes, creating a comprehensive understanding of user behavior in service settings. 4. **La Práctica: Implementación** Finally, the course culminates in a practical module that synthesizes all previously covered content. Participants will focus on actionable implementation strategies that can be applied to real-world services. This module is essential for learning how to transform theoretical knowledge into practices that enhance service delivery and customer satisfaction. **Review & Recommendations** The "Diseño de Experiencia en Servicios" course on Coursera stands out due to its structured yet flexible approach. The content is not only informative but also highly relevant in today's service-driven economy. The emphasis on understanding customers' needs and creating value through innovative service design is a critical skill set for anyone in marketing, product development, UX design, or customer service roles. If you are a professional looking to innovate within your organization, or a student eager to enter the field of service design, I highly recommend this course. You will gain valuable insights and tools to help you design services that not only meet but exceed customer expectations. Additionally, the hands-on approach encourages practical application of concepts, ensuring you can immediately implement your learning in real-world scenarios. In conclusion, "Diseño de Experiencia en Servicios" is an essential course that will empower you to elevate service experiences through customer-centric design. Enroll today and take the first step towards mastering the art of service innovation!

Syllabus

Introducción - Experiencia en Servicios

En este módulo abordaremos los siguientes contenidos: Primero tomaremos como punto de partida los objetivos de este curso para luego hacer foco en la Naturaleza y particularidades de los Servicios y la tendencia en negocios llamada “Servitización”. Además, veremos la definición de Experiencia; así como también conoceremos algunas empresas de servicios y en qué consiste la economía de la experiencia.

En este módulo abordaremos los siguientes contenidos: Primero trabajaremos con los conceptos de Diseño y gestión de experiencias; así como las expectativas y percepciones. Además, veremos la radiografía de una experiencia y conoceremos el contexto físico necesario para modificar una experiencia.

En este módulo abordaremos los siguientes contenidos: Primero trabajaremos en función del desafío de incluir el contexto relacional, cómo influir en este contexto y el funcionamiento del mismo en el mundo de la empresa. Además, veremos el diseño y gestión de elementos sociales y su vínculo con el contexto relacional; así como también la definición de cognición y cómo modificarla en función del servicio.

En este módulo abordaremos los siguientes contenidos: Primero continuaremos trabajando en cómo modificar la cognición en función del servicio y el proceso de transformación. Además, veremos la “práctica” aplicada a servicios, temática en sintonía y para finalizar revisaremos un resumen integrador de todo el contenido trabajado.