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This Is Service Design Thinking: Basics-Tools-Cases

£15.99 Out Of Stock

Product description

The boundaries between products and services are blurring and it is time for a different way of thinking: service design thinking. This 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 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 conducted inspiring projects within the field of Service Design. 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.

This beautifully presented book introduces service design thinking in manner accessible to beginners and students and can act as a resource for experienced design professionals.

This paperback 2011 first edition is in a very good condition and appears to be unread.

Item details

Author(s):
Marc Stickdorn and Jakob Schneider
Condition:
As new
Dimensions:
23.5cmx19cmx2.5cm
Edition:
2011 first edition
Format:
Paperback
ISBN-10:
1118156307
ISBN-13:
9781118156308
Number of pages:
374
Publisher:
Wiley
Title:
This Is Service Design Thinking: Basics-Tools-Cases

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About this item

The boundaries between products and services are blurring and it is time for a different way of thinking: service design thinking. This 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 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 conducted inspiring projects within the field of Service Design. 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.

This beautifully presented book introduces service design thinking in manner accessible to beginners and students and can act as a resource for experienced design professionals.

This paperback 2011 first edition is in a very good condition and appears to be unread.

Author(s):
Marc Stickdorn and Jakob Schneider
Condition:
As new
Dimensions:
23.5cmx19cmx2.5cm
Edition:
2011 first edition
Format:
Paperback
ISBN-10:
1118156307
ISBN-13:
9781118156308
Number of pages:
374
Publisher:
Wiley
Title:
This Is Service Design Thinking: Basics-Tools-Cases

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