Marc Stickdorn



Average rating: 4.03 · 1,208 ratings · 77 reviews · 13 distinct worksSimilar authors
This is Service Design Thin...

4.01 avg rating — 1,156 ratings — published 2010 — 7 editions
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This Is Service Design Doin...

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4.65 avg rating — 20 ratings4 editions
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This Is Service Design Doin...

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4.55 avg rating — 20 ratings — published 2016
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Isto é Design Thinking de S...

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Service Design and Tourism:...

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liked it 3.00 avg rating — 1 rating — published 2012
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This Is Service Design Meth...

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Die Freie Schulwahl Auf Dem...

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Bevolkerungsentwicklung in ...

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Affinity-Group Management -...

0.00 avg rating — 0 ratings — published 2007
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Design and Business

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really liked it 4.00 avg rating — 3 ratings
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“In order to design for understanding, we need to understand design.” — Erik Spiekermann, graphic designer When”
Marc Stickdorn, This is Service Design Thinking: Basics - Tools - Cases

“Services are a series of interactions between customers and the service system through many different touchpoints during the customer journey. As the sole way that customers relate to your services, you would think that interactions would be centre stage for all service providers. So, why are so many services so bad? When Demos, a UK think tank, talk of a fundamental disconnection between services and people, one of the main reasons they give is the poor consideration of the interactions between the service provider and the customer – the interaction design. To value your customer, you need to spend some time understanding the interactions they have with your service, and that means two things. Firstly, viewing your service through the customers’ eyes, and secondly, designing in such a way that customers receive consistent experiences over time which they consider valuable. It’s strange, but repeatedly we see companies ignoring both of these aspects, with the consequence that customers feel ignored and value is lost. One”
Marc Stickdorn, This is Service Design Thinking: Basics - Tools - Cases

“The series of interactions outline a so called customer journey through the offerings of the respective service.”
Marc Stickdorn, This is Service Design Thinking: Basics - Tools - Cases



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