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Why Service Design

Summary: A service design perspective is needed to avoid fragmenting the long-term customer experience by individual (but uncoordinated) touchpoints, provided by siloed internal teams.

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https://www.youtube.com/watch?v=KDEbL33K-B0

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Alita Joyce is a User Experience Specialist with Nielsen Norman Group. She is a mixed-methods researcher with a specialization in cognitive psychology and behavioral observation. Alita has published research on a diverse range of topics, such as interface design patterns, young technology users, social media, emerging technologies, and strategic design initiatives. 

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