- Paperback: 384 pages
- Publisher: John Wiley & Sons; Reprint edition (9 March 2012)
- Language: English
- ISBN-10: 1118156307
- ISBN-13: 978-1118156308
- Product Dimensions: 18.3 x 2.3 x 22.9 cm
- Average Customer Review: 2 customer reviews
- Amazon Bestsellers Rank: #43,911 in Books (See Top 100 in Books)
This is Service Design Thinking: Basics, Tools, Cases Paperback – 9 Mar 2012
Save Extra with 1 offer
- Cashback (3): Go Cashless: Get 10% cashback up to Rs. 50 using BHIM UPI (available only on mobile app/website) or RuPay cards. Offer period 1st September to 30th September. Cashback will be credited as Amazon Pay balance within 15 days from purchase. Here's how
- Go Cashless: Get 10% cashback up to Rs. 100 using Visa debit card, credit card or ATM card. Only on your first 2 cashless orders on Amazon.in (including mobile recharges and bill payments). Offer period 4th Sep to 30th Sep. Cashback within 10 days. Here's how
- Go Cashless: Get 10% cashback up to Rs. 100 using Visa Signature or Visa Infinite cards. Offer valid only once per customer (including mobile recharges and bill payments). Offer period: 11th Sep to 24th Sep. Cashback within 10 days. Here's how
Frequently bought together
Customers who bought this item also bought
About the Author
Marc Stickdorn (Austria; http://thisisservicedesignthinking.com; www.destinable.com) is co–founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools. He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation. His main areas of interest are service design and strategic marketing management particularly in a tourism context.
Jakob Schneider (Germany) is a graphic designer based in Germany.
Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter mobile phone number.
Customers who viewed this item also viewed
Top customer reviews
There was a problem filtering reviews right now. Please try again later.
Most helpful customer reviews on Amazon.com
Understanding the value and the nature of relationships between people, organizations is central to designing services. Viewing your service through the customers’ eyes, and designing the experience to be consistent for the customer is the essence of service design thinking.
Service Design methods and tools are ways for a business to gain a comprehensive, empathic understanding of customer needs. Service Design as a practice at consulting firms results in design of systems and processes aimed at providing a holistic service to the user.
The best part of this book I liked is the set of cases discussed in the last section of the book. Includes service design projects in Europe by consulting firms of government institutions, a hospital, a bank among others. The cases explain the client’s context, the specific service design problem being tackled, and make references to the methods and tools that were used in solving the problem. For example:
- using a emotional customer journey map while designing for a new service offering at a bank, to understand what are people really trying to achieve, how, and what do they use. What are they experiencing and feeling while trying to reach the desired outcomes.
- using priority grids to identify issues that can be solved quickly with little effort and highest impact on customer creation at a hospital
The other sections of the book cover the principles of Service Design, the participants (product designers, interaction designers, graphic designers, social designers, strategists, operational managers, design ethnographers ) and the principles of service design.
The section on the tools for service design falls short. It lists all the popular design techniques – stakeholder maps, customer journey maps, personas, storyboards etc and few I haven’t been exposed to before. The explanations and examples are not adequate though. I have seen other books cover the methods and tools much more comprehensively.
Whether you're buying this for yourself or for someone you know, if you're interested in service design specifically or just design in general, you will find something to love in this book.
The section on service design tools is valuable in its own right. I found the introduction a little lightweight and would have preferred more substance in terms of service dominant vs product dominant logic and why service design is now so prevalent.
The last section with a few essays on the future was interesting and I wish that there had been more of this section.