3min chapter

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How to Design Products People Love: Principles and Insights for Work Designers | Marty Cagan

Work For Humans

CHAPTER

The Interplay of Technology and Human Interaction in Service Design

This chapter explores the interplay between technology and personal interaction in enhancing customer satisfaction in service industries. Using Hertz's car rental process as a case study, the discussion highlights how technological advancements can falter without adequate human support, reinforcing that technology should serve as an enabler in service experiences.

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