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Design Case study

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Platform Service Design

Gauri Tillu, Prof. Venkatesh R.and Prof. Pramod Khambete

Case Study - Slide Show

Design process that was followed in this project:

• Introduction
- Need of the project
- Objectives
- Project
- Platform
- Scope of the project

• Review of Literature

• Review of Current Practices
- Online Platforms
- Survey
- Interviews

• Customer Lifetime Trajectory and Journey Map
- Customer Journey Map

• Design Directions

• Ideation
- List of specifications for the platform
- Evaluation of Ideas using the Value Equation
- Mapping of Ideas on the Lifetime Trajectory

• Personas

• Service Encounter Blueprint

• Touchpoint Design
- Platform Application Design
- Information Architecture
- Wireframes
- Identity of the Platform
- Final Mock-ups
- Micro interactions
- Storyboard of usage scenario
- Other usage scenarios
- Other Touchpoints

• Service Failures and Recovery

• Evaluation

• Contributions

• Conclusion

• Directions for Future Work

• Reflections

• References

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