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.
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Best Selling in Books See all. Children's Health Defense Ser. Kennedy Jr. Rowling , Hardcover 4. You may also like. Trade Paperbacks. Trade Paperbacks Books. Design Paperback Textbooks. Kate Andrews is a writer, designer and social communications consultant. Trained as a Chemical Engineer, she has worked in a variety of public and private services during her career. Her current research focuses on service innovation, in sectors including health, culture, education, and the digital economy.
With an enthusiasm for service design, public services and working with people, Lauren focuses on changing the lives of British people through service design and practical action.
She mentors and teaches undergraduate students at universities all over Europe, running a variety of workshops and lectures on Service Design, Prototyping and Critical Thinking. As the Director of MyPolice, Lauren is working closely with the police and the public to ensure the police service is the very best it can be. In addition, Lauren is an associate of the mental wellbeing movement Mindapples, Sociability and Thriving. She was principal investigator on a multidisciplinary research project on the design of services in science and technology-based enterprises involving academics from management and design; IDEO, live work and Radarstation; and science entrepreneurs.
Lucy originally studied engineering design, later did an MA in digital arts, and is completing doctoral work in design theory. Luke Kelly graduated from the University of Liverpool in , obtaining a masters degree in Politics and the Mass Media. He's currently using the ethnographic experience gained from working within service design to write a PhD proposal examining the impact of techno-cultural media on the Japanese public sphere.
Get in contact Mail Web. Marc Stickdorn graduated in Strategic Management and Marketing and worked in various tourism projects throughout Europe. His research involves the development of the mobile ethnography app myServiceFellow, the Customer Journey Canvas and various publications and presentations. Marc is co-founder of Destinable, associate of DesignThinkers, guest lecturer at various international universities and occasionally speaks at conferences. Ralf teaches at all leading design management programmes in Europe, and since runs www.
Sarah Drummond focuses on making social change happen by rethinking public services from a human perspective. She is leading a process of change, putting design thinking at the heart of their organisation, and building capabilities of staff to innovate from the ground up.
Her work challenges the role of design within the public sector. As the winner of the first Scottish Social Innovation camp, Sarah ambitiously challenges the way governments operate and make policies through initiatives such as MyPolice. Sarah teaches at various international universities. In the past she has worked as a project manager and specialist in the areas of craft development, cultural and creative tourism in several international and European Union funded projects during the period — He has been teaching service design for over four years, and is about to complete a major service design research project called AT-ONE.
In an earlier life he has managed a large brand and design department at a Scandinavian consultancy, has been research manager at Telenor and has had his own consultancy. He is passionately enthusiastic about the strategic role of design in organisations, and how designers add value to cross-functional development teams. When not designing, he admires the design of old sports cars, which he can't stop collecting and repairing. He pioneered studio teaching of interaction design and service design in Sweden, and continues to teach user-driven innovation, interaction design and service design.
Currently his research interests are the expressive powers of and the involvement of stakeholders through design methods and techniques in service development and service innovation. The book comes with hardcover, pages, photos, 41 illustrations, 23 authors, three coloured bookmarks, Customer Journey Canvas poster and many visual aides to deliver an improved reading and learning experience.
This website is about a book that deals with services. Therefore, the book and in fact this site are services themselves.
Get informed about the project. We are pleased to welcome you to the post-service period of the book. Stay connected with authors and readers and make use of the free tools provided. The Canvas has been developed to support you when designing services. You can use it not only for yourself to get a quick overview of certain service processes, but also with providers for a self—portrayal and with customers and other stakeholders to explore and evaluate services.
It is available under cc license. Try it, adapt it, take a snapshot and share how you use the canvas through Facebook or Twitter below. Do you like the visual language of the book? Do you imagine the graphics could be useful for visualizing your own projects?
No problem, just download all of them right here. It's free. All graphics are published under CC license. With smaply you can digitize, store and share your workshop results in a simple and quick way. We also provide an open list of qualified experts and agencies to expand your network. If you want to learn how to facilitate service design workshops and plan your own service design project. Marc and Jakob as well as the other TiSDT authors are frequently asked to give speeches and keynotes at conferences, universities, and agencies.
They also do consulting and impulse workshops for organizations. For any inquiries please drop us a line:. With smaply you can digitize, store and share your workshop results in a simple and fast way. You can test it 14 days for free. Collect real customer experiences in a digital environment.
ExperienceFellow enables customers to document their experiences with a super-easy smartphone app. You can then view and analyze their data with our powerful web-based software. After workshops we often got asked where we bought our workshops materials. We made it ourselves or got it from various shops around the world. To make life easier, we now collect and offer cool stuff in our small online shop. This is mr. Here is a list of typos and mistakes we found so far in the book.
Please help us to continously develop this list. Next Tell me more about the design process of this website. Next Personas represent the main target groups Personas are stereotypes of certain stakeholder groups.
Next The customer journey of new customers Through observations and contextual interviews we analyzed the information processing of people interested in the book. Next The customer journey of users owning the book Users who own a book already or at least know what it is about, are predominantly interested in downloading the customer journey canvas or the icons. Restart Transparent feedback system The UserVoice feedback system is a great way to provide feedback, ideas on how to improve the experience and critics what's wrong.
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