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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services
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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services

4.43  ·  Rating details ·  28 ratings  ·  2 reviews
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually "do" service design to improve the quality and the interaction between service providers and customers. You ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reali ...more
Paperback, 400 pages
Published October 25th 2016 by O'Reilly Media (first published April 25th 2016)
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Rick Lindeman
Apr 21, 2018 rated it it was amazing
Shelves: facilitation
In 2011 verscheen ‘This is Service Design Thinking’ van Stickdorn en Schneider. Het was een boek vol met voorbeelden, methoden en de principes van Service Design. Ik kan me nog goed herinneren dat ik het kreeg. Ik was toen zelf bezig met mijn eerste campagne op het gebied van Service Design, de co-creatie campagne ‘Van Hot naar Her’, samen met het Amsterdamse Design Thinkers.

In Design Thinking is het uitgangspunt dat je de principes van Industrieel Design ebruikt in andere velden. In Nederland z
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Fred Zimny
May 25, 2018 rated it really liked it
For the sake of clarity i'm one of the 300 co-creators of the book.

This is a fine book. Not to read but use it as a practioneers handbook
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