Service Design

Author : Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Publisher : "O'Reilly Media, Inc."
Page : 1341 pages
File Size : 41,5 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 : Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 50,6 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 : Marc Stickdorn,Jakob Schneider
Publisher : Bis Publishers
Page : 376 pages
File Size : 45,9 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 : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 49,6 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 : Andy Polaine,Lavrans Løvlie,Ben Reason
Publisher : Rosenfeld Media
Page : 216 pages
File Size : 52,8 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 : Lara Penin
Publisher : Bloomsbury Publishing
Page : 192 pages
File Size : 40,5 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 : Robert Daigneau
Publisher : Addison-Wesley
Page : 350 pages
File Size : 48,5 Mb
Release : 2012
Category : Computers
ISBN : 9780321544209

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Service Design Patterns by Robert Daigneau Pdf

"Forewords by Martin Fowler and Ian Robinson"--From front cover.

Author : Mairi Macintyre,Glenn Parry,Jannis Angelis
Publisher : Springer Science & Business Media
Page : 170 pages
File Size : 45,6 Mb
Release : 2011-04-02
Category : Business & Economics
ISBN : 9781441983213

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Service Design and Delivery by Mairi Macintyre,Glenn Parry,Jannis Angelis Pdf

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.

Author : Great Britain. Office of Government Commerce
Publisher : The Stationery Office
Page : 386 pages
File Size : 52,8 Mb
Release : 2007-05-30
Category : Business & Economics
ISBN : 9780113310470

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Service design by Great Britain. Office of Government Commerce Pdf

The Service Design phase of the ITIL Service Lifecycle uses business requirements to create services and their supporting practices. This volume covers design principles for applications, infrastructure, processes and resources, as well as sourcing models. Service managers will also find guidance on the engineering of sound requirements, supplier management and design considerations for outsourcing.

Author : Nicola Morelli,Amalia de Götzen,Luca Simeone
Publisher : Springer Nature
Page : 89 pages
File Size : 42,6 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 : Satu Miettinen
Publisher : Taylor & Francis
Page : 146 pages
File Size : 43,9 Mb
Release : 2016-11-10
Category : Business & Economics
ISBN : 9781317181750

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An Introduction to Industrial Service Design by Satu Miettinen Pdf

Service design has established itself as a practice that enables industries to design and deliver their services with a human-centred approach. It creates a contextual and cultural understanding that offers opportunities for new service solutions, improving the user experience and customer satisfaction. With contributions from leading names in the field of service design from both academia and international, professional practice, An Introduction to Industrial Service Design is engaging yet practical and accessible. Case studies from leading companies such as ABB, Autodesk, Kone and Volkswagen enable readers to connect academic research with practical company applications, helping them to understand the basic processes and essential concepts. This book illustrates the role of the service designer in an industrial company, and highlights not only the value of customer experience, but also the value of employee experience in creating competitive services and value propositions. This human-centred approach brings about new innovations. This book will be of benefit to engineers, designers, businesses and communication experts working in industry, as well as to students who are interested in service development.

Author : Peter Jones
Publisher : Rosenfeld Media
Page : 376 pages
File Size : 48,9 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.

Author : Shostack
Publisher : Unknown
Page : 128 pages
File Size : 48,8 Mb
Release : 1984-01-01
Category : Electronic
ISBN : 0000841153

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Designing Services that Deliver by Shostack Pdf

Author : Anna Meroni,Daniela Sangiorgi
Publisher : CRC Press
Page : 298 pages
File Size : 45,7 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 : Daniele Catalanotto
Publisher : Unknown
Page : 128 pages
File Size : 41,8 Mb
Release : 2018-09-14
Category : Electronic
ISBN : 0464827280

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A Tiny History of Service Design by Daniele Catalanotto Pdf

A two hour read book that shows the different events that made it possible for Service Design to be such a great field today.