This is Service Design Thinking

This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design ...

This is Service Design Thinking

Author: Marc Stickdorn

Publisher: Wiley

ISBN: 9781118156308

Page: 384

View: 335

How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

Related Books:

This is Service Design Thinking
Language: en
Pages: 384
Authors: Marc Stickdorn, Jakob Schneider
Categories: Business & Economics
Type: BOOK - Published: 2012-01-11 - Publisher: Wiley

How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell
This Is Service Design Doing
Language: en
Pages: 568
Authors: Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider
Categories: Business & Economics
Type: BOOK - Published: 2018-01-02 - Publisher: "O'Reilly Media, Inc."

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
This Is Service Design Methods
Language: en
Pages: 240
Authors: Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider
Categories: Business & Economics
Type: BOOK - Published: 2018-08-09 - Publisher: O'Reilly Media

In this book, you'll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation. This is the print version of the method companion to the book This Is Service Design
This Is Service Design Doing
Language: en
Pages: 567
Authors: Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider
Categories: Creative ability in business
Type: BOOK - Published: 2018 - Publisher:

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
Language: en
Pages: 29
Authors: Paula Alexandra Gomes da Silva
Categories: Design
Type: BOOK - Published: - Publisher: Imprensa da Universidade de Coimbra / Coimbra University Press

This e-book brings together a collection of hands-on Service Design-related activities. This collection was assembled with a view to take students across the process of designing a service, from the early stage of exploratory research to the service blueprint phase. Besides providing step-by-step instructions to each activity, the e-book introduces