This Is Service Design Thinking: Basics, Tools, Cases - Softcover

Stickdorn, Marc; Schneider, Jakob

Softcover

ISBN 10: 1118156307 ISBN 13: 9781118156308

Publisher: Wiley, 2012

Synopsis

Paperback. Pub Date: December 2011 Pages: 384 Publisher: John Wiley 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-t...

About this title

From the Inside Flap

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. 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. Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services. Additionally, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in a philosophical context.

In collaboration with: (in alphabetical order) Kate Andrews (UK), Beatriz Belmonte (E), Ralf Beuker (GER), Fergus Bisset (UK), Kate Blackmon (UK), Johan Blomkvist (SE), Simon Clatworthy (NO), Lauren Currie (UK), Sarah Drummond (UK), Jamin Hegeman (USA), Stefan Holmlid (SE), Luke Kelly (NL), Lucy Kimbell (UK), Satu Miettinen (FI), Asier Pérez (E), Bas Raijmakers (NL), Jakob Schneider (GER), Fabian Segelström (SE), Marc Stickdorn (A), Renato Troncon (IT), Geke van Dijk (NL), Arne van Oosterom (NL), Erik Widmark (S)

Edition details

• Publisher: Wiley
• Publication date: 2012
• ISBN 10: 1118156307
• ISBN 13: 9781118156308
• Binding: Paperback
• Language: English
• Edition number: 1
• Number of pages: 384