SERVICE DESIGN (THINKING), APPLIED
A comprehensive resource set, clearly presented in one book
Whether you work in a corporation, a government, an SME or a start-up, this book contains everything you need to improve – or revolutionize – the products and services you offer.
Learn how to facilitate workshops and run projects, embed service design thinking in your organization, and change the way your teams work as they adopt a more hands-on and human-centered approach – building success for your organization.
A DIVERSE TOPIC, EXPLORED BY DIVERSE PEOPLE.
This book is based on the work of more than 300 people from the global service design community. 96 co-authors contributed cases studies, expert comments and tips. Over 200 volunteers helped edit the manuscript from an early stage.
We believe that this ever-evolving field cannot be defined by a small team of authors, so we are very happy about this broad support from the community.
How to do service design
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually “do” service design to improve the quality and the interaction between service providers and customers. You ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.
Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You ll be able to focus on your customers and iteratively improve their experience.
Move from theory to practice and build sustainable business success.
WE’RE SO PROUD OF THESE REACTIONS …
S.C. JOHNSON & SON DISTINGUISHED PROFESSOR OF INTERNATIONAL MARKETING, KELLOGG SCHOOL OF MANAGEMENT, NORTHWESTERN UNIVERSITY
“As a marketer, I found this book invaluable in its exposition of journey maps, stakeholder maps, service blueprints and service prototypes. Just making a product or service isn’t enough: figure out what jobs your offering performs for the user and all the touchpoints along the journey that will help determine success or failure.”
PRESIDENT SERVICE DESIGN NETWORK / PROFESSOR FOR SERVICE DESIGN, KÖLN INTERNATIONAL SCHOOL OF DESIGN, GERMANY
“Excellent! A very clear and engaging introduction to Service Design, combining in fine balance the Why, the What and the How, and always integrating the practitioners perspective. This book fills a gap – it is a must read for those who want to design services that create value!”
CO-AUTHOR, THE EXPERIENCE ECONOMY
“A wonderful book! Since all experiences are built atop services, in This Is Service Design Doing you will learn ways to make experiences more engaging, more memorable, and more personal. So read, do, and repeat!”
Download a brief introduction here This is Service Design Doing
Read more at https://thisisservicedesigndoing.com and https://goodreads.com/book/show/27015347-this-is-service-design-doing
For the sake of clarity: I’m listed as one of the 205 contributors.