Designing For Service

Author : Daniela Sangiorgi,Alison Prendiville
Publisher : Bloomsbury Publishing
Page : 288 pages
File Size : 41,6 Mb
Release : 2017-02-23
Category : Design
ISBN : 9781474250153

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Designing for Service by Daniela Sangiorgi,Alison Prendiville Pdf

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.

Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 50,7 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.

Author : Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Publisher : "O'Reilly Media, Inc."
Page : 1341 pages
File Size : 41,8 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.

Author : Lara Penin
Publisher : Bloomsbury Publishing
Page : 192 pages
File Size : 51,8 Mb
Release : 2018-05-17
Category : Design
ISBN : 9781350031913

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An Introduction to Service Design by Lara Penin Pdf

A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it. Despite its intrinsic multidisciplinarity, service design is a new specialization of design in its own right. Responding to the challenges of and providing holisitic, creative and innovative solutions to increasingly complex contemporary societies, service design now represents an integrative and advanced culture of design. All over the world new design studios are defining their practice as service design while long established design and innovation consultancies are increasingly embracing service design as a key capacity within their offering. Divided into two parts to allow for specific reader requirements, Service Design starts by focusing on main service design concepts and critical aspects. Part II offers a methodological overview and practical tools for the service design learner, and highlights fundamental capacities the service design student must master. Combined with a number of interviews and case studies from leading service designers, this is a comprehensive, informative exploration of this exciting new area of design.

Author : Andy Polaine,Lavrans Løvlie,Ben Reason
Publisher : Rosenfeld Media
Page : 216 pages
File Size : 50,8 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.

Author : Anna Meroni,Daniela Sangiorgi
Publisher : CRC Press
Page : 298 pages
File Size : 55,9 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.

Author : Marc Stickdorn,Jakob Schneider
Publisher : Bis Publishers
Page : 376 pages
File Size : 45,7 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.

Author : Jeff Sussna
Publisher : "O'Reilly Media, Inc."
Page : 232 pages
File Size : 51,7 Mb
Release : 2015-06-03
Category : Computers
ISBN : 9781491903773

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Designing Delivery by Jeff Sussna Pdf

Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability

Author : Shostack
Publisher : Unknown
Page : 128 pages
File Size : 50,8 Mb
Release : 1984-01-01
Category : Electronic
ISBN : 0000841153

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Designing Services that Deliver by Shostack Pdf

Author : Francesca Foglieni
Publisher : Unknown
Page : 128 pages
File Size : 51,5 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.

Author : Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 55,5 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.

Author : Kim Goodwin
Publisher : John Wiley & Sons
Page : 770 pages
File Size : 52,7 Mb
Release : 2011-03-25
Category : Computers
ISBN : 9781118079881

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Designing for the Digital Age by Kim Goodwin Pdf

Whether you’re designing consumer electronics, medical devices, enterprise Web apps, or new ways to check out at the supermarket, today’s digitally-enabled products and services provide both great opportunities to deliver compelling user experiences and great risks of driving your customers crazy with complicated, confusing technology. Designing successful products and services in the digital age requires a multi-disciplinary team with expertise in interaction design, visual design, industrial design, and other disciplines. It also takes the ability to come up with the big ideas that make a desirable product or service, as well as the skill and perseverance to execute on the thousand small ideas that get your design into the hands of users. It requires expertise in project management, user research, and consensus-building. This comprehensive, full-color volume addresses all of these and more with detailed how-to information, real-life examples, and exercises. Topics include assembling a design team, planning and conducting user research, analyzing your data and turning it into personas, using scenarios to drive requirements definition and design, collaborating in design meetings, evaluating and iterating your design, and documenting finished design in a way that works for engineers and stakeholders alike.

Author : Nicola Morelli,Amalia de Götzen,Luca Simeone
Publisher : Springer Nature
Page : 89 pages
File Size : 54,8 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.

Author : Mario A. Pfannstiel,Christoph Rasche
Publisher : Springer
Page : 535 pages
File Size : 48,9 Mb
Release : 2018-12-28
Category : Medical
ISBN : 9783030007492

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Service Design and Service Thinking in Healthcare and Hospital Management by Mario A. Pfannstiel,Christoph Rasche Pdf

This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Author : Sasha Barab,Rob Kling,James H. Gray
Publisher : Cambridge University Press
Page : 484 pages
File Size : 41,9 Mb
Release : 2004-03-29
Category : Computers
ISBN : 0521520819

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Designing for Virtual Communities in the Service of Learning by Sasha Barab,Rob Kling,James H. Gray Pdf

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