Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica

Detalhes bibliográficos
Ano de defesa: 2021
Autor(a) principal: Dantas, Caroline Maia do Carmo Vianna lattes
Orientador(a): Renault, Thiago Borges lattes
Banca de defesa: Renault, Thiago Borges lattes, Amaral, Marcelo Gon?alves do lattes, Ramos Filho, Am?rico da Costa lattes
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Universidade Federal Rural do Rio de Janeiro
Programa de Pós-Graduação: Programa de P?s-Gradua??o em Gest?o e Estrat?gia
Departamento: Instituto de Ci?ncias Sociais Aplicadas
País: Brasil
Palavras-chave em Português:
Design de Servi?os
Inova??o em servi?os
Inova??o centrada no usu?rio
Experi?ncia do usu?rio
Proto-personas
Jornada do usu?rio
Blueprint de servi?os
Organiza??o p?blica
Gest?o p?blica
Palavras-chave em Inglês:
Service design
Service Innovation
User-centric innovation
User experience
Proto-personas
User journey
Services blueprint
Public organization
Public management
Área do conhecimento CNPq:
Administra??o
Link de acesso: https://tede.ufrrj.br/jspui/handle/jspui/6442
Resumo: This paper is about service design applied to brazillian public organization with industrial production, collecting and processing data from the 2015-2019 production dataset and their user?s perceptions collected by anonymous questionnaires about service user experience. The research is based on user-centered service innovation and on service design literature, applying tools such as proto-personas, user journey and service blueprint to propose applied solutions that develops the service by an empathetic view to the current needs of the service user
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spelling Renault, Thiago Borges086.890.197-07https://orcid.org/0000-0001-7523-2437http://lattes.cnpq.br/3066311100730283Renault, Thiago Borges086.890.197-07https://orcid.org/0000-0001-7523-2437http://lattes.cnpq.br/3066311100730283Amaral, Marcelo Gon?alves do024.099.387-01https://orcid.org/0000-0002-8607-3520http://lattes.cnpq.br/5516755786380532Ramos Filho, Am?rico da Costa804.962.297-53https://orcid.org/0000-0003-4643-9767http://lattes.cnpq.br/3305607479621540127.677.067-75https://orcid.org/0000-0002-9834-4834http://lattes.cnpq.br/1838830519190372Dantas, Caroline Maia do Carmo Vianna2023-03-21T14:52:25Z2021-07-15DANTAS, Caroline Maia do Carmo Vianna. Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica. 2021. 116 f.. Disserta??o( Mestrado Profissional em Gest?o e Estrat?gia) - Instituto de Ci?ncias Sociais Aplicadas, Universidade Federal Rural do Rio de Janeiro, Serop?dica, 2021.https://tede.ufrrj.br/jspui/handle/jspui/6442This paper is about service design applied to brazillian public organization with industrial production, collecting and processing data from the 2015-2019 production dataset and their user?s perceptions collected by anonymous questionnaires about service user experience. The research is based on user-centered service innovation and on service design literature, applying tools such as proto-personas, user journey and service blueprint to propose applied solutions that develops the service by an empathetic view to the current needs of the service userA pesquisa aplica o design de servi?os em organiza??o p?blica com produ??o industrial gr?fica, coletando dados documentais oriundos dos registros de produ??o do quinqu?nio de 2015 a 2019 e dados advindos de question?rios an?nimos submetidos aos respectivos usu?rios, colhendo suas percep??es sobre sua experi?ncia de usu?rio dos servi?os. A fundamenta-se na literatura sobre inova??o em servi?os centrada no usu?rio e sobre o design de servi?os para, consecutivamente, coletar, tratar e processar os dados colhidos aplicando ferramentas como as proto-personas, a jornada do usu?rio e o blueprint de servi?os para ao fim propor solu??es aplicadas que, emp?ticas ?s necessidades vigentes dos usu?rios, desenvolveriam a entrega de servi?osSubmitted by Celso Magalhaes (celsomagalhaes@ufrrj.br) on 2023-03-21T14:52:25Z No. of bitstreams: 1 2021 - Caroline Maia do Carmo Vianna Dantas.pdf: 5470206 bytes, checksum: 8369dd067e54bd63f790fcb954489fc9 (MD5)Made available in DSpace on 2023-03-21T14:52:25Z (GMT). No. of bitstreams: 1 2021 - Caroline Maia do Carmo Vianna Dantas.pdf: 5470206 bytes, checksum: 8369dd067e54bd63f790fcb954489fc9 (MD5) Previous issue date: 2021-07-15CAPES - Coordena??o de Aperfei?oamento de Pessoal de N?vel Superiorapplication/pdfhttps://tede.ufrrj.br/retrieve/72652/2021%20-%20Caroline%20Maia%20do%20Carmo%20Vianna%20Dantas.pdf.jpgporUniversidade Federal Rural do Rio de JaneiroPrograma de P?s-Gradua??o em Gest?o e Estrat?giaUFRRJBrasilInstituto de Ci?ncias Sociais AplicadasALMEIDA, Milene F?lix. Din?mica das intera??es na inova??o em servi?os centrada no usu?rio ? luz da estrat?gia como pr?tica. 2018. BARDIN, Laurence. An?lise de conte?do. Lisboa: Edi??es 70, 2011. BARRAS, Richard. Towards a theory of innovation in services. Research policy, v. 15, n. 4, p. 161-173, 1986. BROWN, Tim. Design Thinking: uma metodologia poderosa para decretar o fim das velhas ideias. Alta Books Editora, 2018. BRAMBILLA, Fl?vio R?gio; DAMACENA, Cl?udio. 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dc.title.por.fl_str_mv Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
dc.title.alternative.eng.fl_str_mv Service design proposal in public organization with graphic industrial production
title Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
spellingShingle Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
Dantas, Caroline Maia do Carmo Vianna
Design de Servi?os
Inova??o em servi?os
Inova??o centrada no usu?rio
Experi?ncia do usu?rio
Proto-personas
Jornada do usu?rio
Blueprint de servi?os
Organiza??o p?blica
Gest?o p?blica
Service design
Service Innovation
User-centric innovation
User experience
Proto-personas
User journey
Services blueprint
Public organization
Public management
Administra??o
title_short Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
title_full Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
title_fullStr Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
title_full_unstemmed Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
title_sort Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica
author Dantas, Caroline Maia do Carmo Vianna
author_facet Dantas, Caroline Maia do Carmo Vianna
author_role author
dc.contributor.advisor1.fl_str_mv Renault, Thiago Borges
dc.contributor.advisor1ID.fl_str_mv 086.890.197-07
https://orcid.org/0000-0001-7523-2437
dc.contributor.advisor1Lattes.fl_str_mv http://lattes.cnpq.br/3066311100730283
dc.contributor.referee1.fl_str_mv Renault, Thiago Borges
dc.contributor.referee1ID.fl_str_mv 086.890.197-07
https://orcid.org/0000-0001-7523-2437
dc.contributor.referee1Lattes.fl_str_mv http://lattes.cnpq.br/3066311100730283
dc.contributor.referee2.fl_str_mv Amaral, Marcelo Gon?alves do
dc.contributor.referee2ID.fl_str_mv 024.099.387-01
https://orcid.org/0000-0002-8607-3520
dc.contributor.referee2Lattes.fl_str_mv http://lattes.cnpq.br/5516755786380532
dc.contributor.referee3.fl_str_mv Ramos Filho, Am?rico da Costa
dc.contributor.referee3ID.fl_str_mv 804.962.297-53
https://orcid.org/0000-0003-4643-9767
dc.contributor.referee3Lattes.fl_str_mv http://lattes.cnpq.br/3305607479621540
dc.contributor.authorID.fl_str_mv 127.677.067-75
https://orcid.org/0000-0002-9834-4834
dc.contributor.authorLattes.fl_str_mv http://lattes.cnpq.br/1838830519190372
dc.contributor.author.fl_str_mv Dantas, Caroline Maia do Carmo Vianna
contributor_str_mv Renault, Thiago Borges
Renault, Thiago Borges
Amaral, Marcelo Gon?alves do
Ramos Filho, Am?rico da Costa
dc.subject.por.fl_str_mv Design de Servi?os
Inova??o em servi?os
Inova??o centrada no usu?rio
Experi?ncia do usu?rio
Proto-personas
Jornada do usu?rio
Blueprint de servi?os
Organiza??o p?blica
Gest?o p?blica
topic Design de Servi?os
Inova??o em servi?os
Inova??o centrada no usu?rio
Experi?ncia do usu?rio
Proto-personas
Jornada do usu?rio
Blueprint de servi?os
Organiza??o p?blica
Gest?o p?blica
Service design
Service Innovation
User-centric innovation
User experience
Proto-personas
User journey
Services blueprint
Public organization
Public management
Administra??o
dc.subject.eng.fl_str_mv Service design
Service Innovation
User-centric innovation
User experience
Proto-personas
User journey
Services blueprint
Public organization
Public management
dc.subject.cnpq.fl_str_mv Administra??o
description This paper is about service design applied to brazillian public organization with industrial production, collecting and processing data from the 2015-2019 production dataset and their user?s perceptions collected by anonymous questionnaires about service user experience. The research is based on user-centered service innovation and on service design literature, applying tools such as proto-personas, user journey and service blueprint to propose applied solutions that develops the service by an empathetic view to the current needs of the service user
publishDate 2021
dc.date.issued.fl_str_mv 2021-07-15
dc.date.accessioned.fl_str_mv 2023-03-21T14:52:25Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.citation.fl_str_mv DANTAS, Caroline Maia do Carmo Vianna. Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica. 2021. 116 f.. Disserta??o( Mestrado Profissional em Gest?o e Estrat?gia) - Instituto de Ci?ncias Sociais Aplicadas, Universidade Federal Rural do Rio de Janeiro, Serop?dica, 2021.
dc.identifier.uri.fl_str_mv https://tede.ufrrj.br/jspui/handle/jspui/6442
identifier_str_mv DANTAS, Caroline Maia do Carmo Vianna. Proposta de design de servi?os em organiza??o p?blica com produ??o industrial gr?fica. 2021. 116 f.. Disserta??o( Mestrado Profissional em Gest?o e Estrat?gia) - Instituto de Ci?ncias Sociais Aplicadas, Universidade Federal Rural do Rio de Janeiro, Serop?dica, 2021.
url https://tede.ufrrj.br/jspui/handle/jspui/6442
dc.language.iso.fl_str_mv por
language por
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