Designing Better Services

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Designing Better Services

Francesca Foglieni
Designing Better Services Book PDF

Author : Francesca Foglieni
Publisher : Unknown
Page : 128 pages
File Size : 50,6 Mb
Release : 2018
Category : Service industries
ISBN : 3319631780

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Designing Better Services by Francesca Foglieni Pdf

This book provides accessible, comprehensive guidance on service design and enables practitioners approaching the discipline for the first time to develop the strategic mindset needed to exploit its innovation potential. The opening chapters trace the origins of service design and examine its links with service innovation, as well as its strategic role in service organizations. It then offers step-by-step guidance on tackling a service design project, explaining the main design elements and indications of various useful design tools. It also introduces the topic of evaluation as a support practice in designing or redesigning better services, and providing evidence concerning the value of service design interventions. The third chapter explores how evaluation is currently approached in service design practice through the analysis of a number of case studies. Based on these experiences it extensively discusses evaluation, with a particular focus on service evaluation, and explains its importance in supporting service design and fostering innovation throughout the service design process. Further it describes pragmatic directions for setting up and conducting a service evaluation strategy. The concluding chapter uses an interpretive model to summarize the role evaluation could have in service design practice and focuses on interdisciplinary competences that need to be acquired by service designers in order to address the evolution of the discipline. The novel approach adopted in the book fosters the growing interest in design-driven service innovation and assists in realizing its full potential in both the private and the public sector.

Designing Better Services

Francesca Foglieni,Beatrice Villari,Stefano Maffei
Designing Better Services Book PDF

Author : Francesca Foglieni,Beatrice Villari,Stefano Maffei
Publisher : Springer
Page : 115 pages
File Size : 54,7 Mb
Release : 2017-09-25
Category : Technology & Engineering
ISBN : 9783319631790

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Designing Better Services by Francesca Foglieni,Beatrice Villari,Stefano Maffei Pdf

This book provides accessible, comprehensive guidance on service design and enables practitioners approaching the discipline for the first time to develop the strategic mindset needed to exploit its innovation potential. The opening chapters trace the origins of service design and examine its links with service innovation, as well as its strategic role in service organizations. It then offers step-by-step guidance on tackling a service design project, explaining the main design elements and indications of various useful design tools. It also introduces the topic of evaluation as a support practice in designing or redesigning better services, and providing evidence concerning the value of service design interventions. The third chapter explores how evaluation is currently approached in service design practice through the analysis of a number of case studies. Based on these experiences it extensively discusses evaluation, with a particular focus on service evaluation, and explains its importance in supporting service design and fostering innovation throughout the service design process. Further it describes pragmatic directions for setting up and conducting a service evaluation strategy. The concluding chapter uses an interpretive model to summarize the role evaluation could have in service design practice and focuses on interdisciplinary competences that need to be acquired by service designers in order to address the evolution of the discipline. The novel approach adopted in the book fosters the growing interest in design-driven service innovation and assists in realizing its full potential in both the private and the public sector.

Good Services

Louise Downe
Good Services Book PDF

Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 46,5 Mb
Release : 2020-03-03
Category : Business & Economics
ISBN : 9063695438

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Good Services by Louise Downe Pdf

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

User Research

Stephanie Marsh
User Research Book PDF

Author : Stephanie Marsh
Publisher : Kogan Page Publishers
Page : 289 pages
File Size : 45,5 Mb
Release : 2018-03-03
Category : Business & Economics
ISBN : 9780749481056

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User Research by Stephanie Marsh Pdf

Many businesses are based on creating desirable experiences, products and services for users. However in spite of this, companies often fail to consider the end user - the customer - in their planning and development processes. As a result, organizations find themselves spending huge sums of money creating products and services that, quite simply, don't work. User experience research, also known as UX research, focuses on understanding user behaviours, needs and motivations through a range of observational techniques, task analysis and other methodologies. User Research is a practical guide that shows readers how to use the vast array of user research methods available. Covering all the key research methods including face-to-face user testing, card sorting, surveys, A/B testing and many more, the book gives expert insight into the nuances, advantages and disadvantages of each, while also providing guidance on how to interpret, analyze and share the data once it has been obtained. Ultimately, User Research is about putting natural powers of observation and conversation to use in a specific way. The book isn't bogged down with small, specific, technical detail - rather, it explores the fundamentals of user research, which remain true regardless of the context in which they are applied. As such, the tools and frameworks given here can be used in any sector or industry, to improve any part of the customer journey and experience; whether that means improving software, websites, customer services, products, packaging or more.

This Is Service Design Doing

Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
This Is Service Design Doing Book PDF

Author : Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Publisher : "O'Reilly Media, Inc."
Page : 1341 pages
File Size : 45,7 Mb
Release : 2018-01-02
Category : Business & Economics
ISBN : 9781491927137

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This Is Service Design Doing by Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider Pdf

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.

Service Design Principles 1-100: 100 Ideas to Improve the User and Customer Experience in Simple and Practical Ways.

Daniele Catalanotto
Service Design Principles 1 100 100 Ideas to Improve the User and Customer Experience in Simple and Practical Ways Book PDF

Author : Daniele Catalanotto
Publisher : Independently Published
Page : 258 pages
File Size : 45,5 Mb
Release : 2018-11-29
Category : Design
ISBN : 1790531233

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Service Design Principles 1-100: 100 Ideas to Improve the User and Customer Experience in Simple and Practical Ways. by Daniele Catalanotto Pdf

The hypothesis of this handbook is that you don't need to understand the full extent of Service Design to improve the user and customer experience. You don't need to understand all the theory to create great services.That's why each principle in this handbook is summarized in a simple rule of thumb. These simple rules of thumb should be enough for smart readers. You might find, under each principle, a little story, an example, or a study. This additional content can help you turn this principle into action.

Design for Services

Anna Meroni,Daniela Sangiorgi
Design for Services Book PDF

Author : Anna Meroni,Daniela Sangiorgi
Publisher : CRC Press
Page : 298 pages
File Size : 51,5 Mb
Release : 2016-04-08
Category : Business & Economics
ISBN : 9781317152385

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Design for Services by Anna Meroni,Daniela Sangiorgi Pdf

In Design for Services, Anna Meroni and Daniela Sangiorgi articulate what Design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Designers previously saw their task as the conceptualisation, development and production of tangible objects. In the twenty-first century, a designer rarely 'designs something' but rather 'designs for something': in the case of this publication, for change, better experiences and better services. The authors reflect on this recent transformation in the practice, role and skills of designers, by organising their book into three main sections. The first section links Design for Services to existing models and studies on services and service innovation. Section two presents multiple service design projects to illustrate and clarify the issues, practices and theories that characterise the discipline today; using these case studies the authors propose a conceptual framework that maps and describes the role of designers in the service economy. The final section projects the discipline into the emerging paradigms of a new economy to initiate a reflection on its future development.

Designing a Better Day

Keith Diaz Moore,Lyn Dally Geboy,Gerald D. Weisman
Designing a Better Day Book PDF

Author : Keith Diaz Moore,Lyn Dally Geboy,Gerald D. Weisman
Publisher : JHU Press
Page : 222 pages
File Size : 41,6 Mb
Release : 2006-10-20
Category : Medical
ISBN : 9780801888915

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Designing a Better Day by Keith Diaz Moore,Lyn Dally Geboy,Gerald D. Weisman Pdf

Winner of the 2007 Polsky Prize given by the ASID Foundation As the U.S. population ages, adult day services have become an integral component in the continuum of care for elderly people. Providing a variety of social and medical services for cognitively or physically impaired elderly people who otherwise might reside in institutions, these facilities can be found in a variety of building types, from purpose-built facilities to the proverbial church basement. They also vary widely in their philosophies, case mix, funding mechanisms, and services. In this interdisciplinary study, Keith Diaz Moore, Lyn Dally Geboy, and Gerald D. Weisman offer guidance for planning and designing good-quality adult day services centers. They encourage architects, caregivers, and staff members to think beyond the building, organizational mission, and staffing structure to conceive of the place that emerges as an interrelated system of people, programming, and physical setting. Through case studies, thoughtful explanations, and well-crafted illustrations, Designing a Better Day provides caregivers, architects, and administrators tools with which they can make qualitative changes for participants and their families. Organized into three parts—creating awareness, increasing understanding, and taking action—this book will be a key resource for professionals involved in creating and maintaining effective adult day services centers.

Design for Care

Peter Jones
Design for Care Book PDF

Author : Peter Jones
Publisher : Rosenfeld Media
Page : 376 pages
File Size : 49,6 Mb
Release : 2013-05-01
Category : Medical
ISBN : 9781933820132

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Design for Care by Peter Jones Pdf

The world of healthcare is constantly evolving, ever increasing in complexity, costs, and stakeholders, and presenting huge challenges to policy making, decision making and system design. In Design for Care, we'll show how service and information designers can work with practice professionals and patients/advocates to make a positive difference in healthcare.

Service Design

Andy Polaine,Lavrans Løvlie,Ben Reason
Service Design Book PDF

Author : Andy Polaine,Lavrans Løvlie,Ben Reason
Publisher : Rosenfeld Media
Page : 216 pages
File Size : 46,8 Mb
Release : 2013-03-13
Category : Business & Economics
ISBN : 9781933820613

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Service Design by Andy Polaine,Lavrans Løvlie,Ben Reason Pdf

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

Health Design Thinking

Bon Ku,Ellen Lupton
Health Design Thinking Book PDF

Author : Bon Ku,Ellen Lupton
Publisher : MIT Press
Page : 228 pages
File Size : 45,5 Mb
Release : 2020-03-17
Category : Design
ISBN : 9780262358910

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Health Design Thinking by Bon Ku,Ellen Lupton Pdf

Applying the principles of human-centered design to real-world health care challenges, from drug packaging to early detection of breast cancer. This book makes a case for applying the principles of design thinking to real-world health care challenges. As health care systems around the globe struggle to expand access, improve outcomes, and control costs, Health Design Thinking offers a human-centered approach for designing health care products and services, with examples and case studies that range from drug packaging and exam rooms to internet-connected devices for early detection of breast cancer. Written by leaders in the field—Bon Ku, a physician and founder of the innovative Health Design Lab at Sidney Kimmel Medical College, and Ellen Lupton, an award-winning graphic designer and curator at Cooper Hewitt Smithsonian Design Museum—the book outlines the fundamentals of design thinking and highlights important products, prototypes, and research in health design. Health design thinking uses play and experimentation rather than a rigid methodology. It draws on interviews, observations, diagrams, storytelling, physical models, and role playing; design teams focus not on technology but on problems faced by patients and clinicians. The book's diverse case studies show health design thinking in action. These include the development of PillPack, which frames prescription drug delivery in terms of user experience design; a credit card–size device that allows patients to generate their own electrocardiograms; and improved emergency room signage. Drawings, photographs, storyboards, and other visualizations accompany the case studies. Copublished with Cooper Hewitt, Smithsonian Design Museum

Service Design for Business

Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Service Design for Business Book PDF

Author : Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 43,9 Mb
Release : 2015-12-14
Category : Business & Economics
ISBN : 9781118988923

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Service Design for Business by Ben Reason,Lavrans Løvlie,Melvin Brand Flu Pdf

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

This is Service Design Thinking

Marc Stickdorn,Jakob Schneider
This is Service Design Thinking Book PDF

Author : Marc Stickdorn,Jakob Schneider
Publisher : Bis Publishers
Page : 376 pages
File Size : 48,8 Mb
Release : 2012
Category : Creative ability in business
ISBN : 906369279X

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This is Service Design Thinking by Marc Stickdorn,Jakob Schneider Pdf

This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.

Designing for Society

Nynke Tromp,Paul Hekkert
Designing for Society Book PDF

Author : Nynke Tromp,Paul Hekkert
Publisher : Bloomsbury Publishing
Page : 144 pages
File Size : 47,5 Mb
Release : 2018-12-27
Category : Design
ISBN : 9781472569769

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Designing for Society by Nynke Tromp,Paul Hekkert Pdf

Our globalised world is encountering problems on an unprecedented scale. Many of the issues we face as societies extend beyond the borders of our nations. Phenomena such as terrorism, climate change, immigration, cybercrime and poverty can no longer be understood without considering the complex socio-technical systems that support our way of living. It is widely acknowledged that to contend with any of the pressing issues of our time, we have to substantially adapt our lifestyles. To adequately counteract the problems of our time, we need interventions that help us actually adopt the behaviours that lead us toward a more sustainable and ethically just future. In Designing for Society, Nynke Tromp and Paul Hekkert provide a hands-on tool for design professionals and students who wish to use design to counteract social issues. Viewing the artefact as a unique means of facilitating behavioural change to realise social impact, this book goes beyond the current trend of applying design thinking to enhancing public services, and beyond the idea of the designer as a facilitator of localised social change.

Service Design Capabilities

Nicola Morelli,Amalia de Götzen,Luca Simeone
Service Design Capabilities Book PDF

Author : Nicola Morelli,Amalia de Götzen,Luca Simeone
Publisher : Springer Nature
Page : 89 pages
File Size : 41,9 Mb
Release : 2020-08-27
Category : Business & Economics
ISBN : 9783030562823

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Service Design Capabilities by Nicola Morelli,Amalia de Götzen,Luca Simeone Pdf

This open access book discusses service design capabilities in innovation processes, and provides a framework that guides design students, practitioners and researchers towards a better understanding of operational aspects of service design processes. More specifically, it revisits service designers’ capabilities in light of the new roles that have opened up in innovation processes on different scales. After years of being inadequately defined, the professional profile of service designers is now taking shape. Today private and public institutions recognize service designers as essential contributors to their innovation and development processes. What are the capabilities that characterize a service designer? These essential capabilities are what service designers should acquire in their education and can sell when looking for a job.