Marc Stickdorn



Average rating: 4.07 · 1,887 ratings · 103 reviews · 16 distinct worksSimilar authors
This is Service Design Thin...

4.01 avg rating — 1,612 ratings — published 2010 — 7 editions
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This Is Service Design Doin...

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4.35 avg rating — 155 ratings — published 2017 — 4 editions
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This Is Service Design Doin...

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4.37 avg rating — 78 ratings — published 2016
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This Is Service Design Meth...

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4.68 avg rating — 19 ratings
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Isto é Design Thinking de S...

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4.36 avg rating — 14 ratings
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This Is Service Design Meth...

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it was amazing 5.00 avg rating — 1 rating
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Isto é Design de Serviço na...

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it was amazing 5.00 avg rating — 1 rating
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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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Isto e Design de Servico na...

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Die Freie Schulwahl Auf Dem...

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“Designers possess more than simply an ability to style products; they are practitioners of an applied process of creative skills: identifying problems, researching, analysing, evaluating, synthesising and then conceptualising, testing and communicating solutions.”
Marc Stickdorn, This is Service Design Thinking: Basics - Tools - Cases

“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



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