Marc Stickdorn

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. 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.

Eta kniga - glavnoe rukovodstvo po praktike primenenija servis-dizajna v mire. Ona nuzhna vsem, kto khochet, chtoby vse protsessy v kompanii byli orientirovany na potrebnosti klienta. V nej vy najdete podrobnoe opisanie osnovnykh etapov, metodov i instrumentov servis-dizajna. Kniga byla sozdana desjatkami professionalov iz raznykh stran, kotorye delilis svoim opytom i rabotali v sootvetstvii s osnovnymi pravilami servis-dizajna, to est uluchshali tekst knigi iterativno. Mnozhestvo kejsov pomogut vam luchshe ponjat, kak primenjat servis-dizajn na praktike. Vy uznaete, kak provodit issledovanija, generirovat idei, sozdavat prototipy, rabotat s polzovateljami i vnedrjat servis-dizajn vo vsej organizatsii, chtoby v itoge poluchit poleznyj, zapominajuschijsja, vpechatljajuschij, po-nastojaschemu unikalnyj produkt.

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 Doing (#TiSDD). It includes the same content that you can find free on the book website, tisdd.com, but nicely revisualized and presented in a professional bound format. Caveat: While methods are the building blocks of a service design process, owning a pile of bricks does not make you an architect or even a bricklayer. Success in doing service design certainly requires a mastery of these methods. However, you must also be able to combine them into a process that fits the context and needs of your organization and guide people through this new way of working. This book only contains the building blocks—the methods. It doesn’t detail how to assemble them into a cohesive design process or how to plan or manage it. Neither does it describe why people should invest in service design nor explain how to bring service design to life in your organization. For all of this (and more), please read This Is Service Design Doing.

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.

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 principlesTools: describing a variety of tools and methods used in Service Design ThinkingCases: 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.

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