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This Is Service Design Doing: Applying Service Design Thinking in the Real World
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This Is Service Design Doing: Applying Service Design Thinking in the Real World

4.37  ·  Rating details ·  231 ratings  ·  18 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 real

Kindle Edition, 541 pages
Published January 2nd 2018 by O'Reilly Media (first published November 30th 2017)
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Natalía Papadopoúlou
Nov 24, 2019 rated it really liked it
Shelves: design
10 years ago the book “this is service design thinking” became something like the Bible for designers that were interested in designing services. A lot has changed since then and this is the Bible #2 that has come to pave the way for more to come. The book has a quite holistic approach to it, case studies, all related methods for each phase, and many voices to make sure it stays relevant and true to the challenges of today. It’s so analytical that it somehow felt it is not really targeted at des ...more
Jurgen Appelo
Oct 29, 2019 rated it really liked it
Shelves: design-thinking
Great stuff that everyone responsible for product development should at least be aware of.
Jul 29, 2018 rated it it was amazing
Clever and Awesomely good.
It's a deep dive with practical blueprints on how to run a Service Design activity as team, client or freelance, a tight packed journey into service design practices as a whole with an unbelievable amount of useful information, with a very good mix between theory, practice and business cases.

I found how most of the reasoning behind this books contents were, for years, internal assets of mid/big sized Design Agency / Consultancies.

Now all this knowledge is free in the wi
Sondre K
Feb 16, 2020 rated it really liked it
The book is really good, but the points below could be brought into the next iteration of this book!

Great book for understanding methods and principles, but the cases are often not concrete enough to really highlight the subject they’re adressing and therefore seem repetative. I would also love to learn more about failure. What does failure in service design look like? Considering we’re not delivering promises, but rather «better odds of success», what does it mean for us to fail? When is it sub
Denis Romanovsky
Aug 09, 2018 rated it it was amazing
Though, this book from time to time is a bit complicated to read, it is very practical and full of insight. I’m kinda new to service design and this book had let me dig in very slowly and carefully. A lot of methods, tools, examples and nice case studies... Clear illustrations, some useful resources on the web... Concept of service design is not new, but it is definitely the future of organizations. Highly recommended!
Aug 06, 2020 rated it really liked it
This book for me became a crucial referencing tool in my projects. If you want to understand and implement service design methodology into your company or up-skill yourself as a service designer this book is a one stop shop. Very exhaustive and very helpful.
Jan 03, 2020 rated it it was amazing
Loved this book! Perfect companion to Orchestrating Experiences by Risdon and Quatlebaum. (Sorry if I misspelled their names). Great at showing how to design services, build experiences (or whatever you call it). I keep it by my desk at all times.
Peter Fossick
Excellent - tad verbose and word heavy. Could be more accessible.
Gaby Prado
Jan 20, 2021 rated it really liked it
A welcome addition to Service Design Thinking. It gets into the how-to of service design, good overview for new practitioners and good reference for experienced ones
Jan 23, 2021 rated it it was amazing
Very useful step by step guidance. A lot of it was obvious, but helped me to add structure to my work.
Jun 16, 2020 rated it it was amazing
Hands down one of the best business books I’ve ever read. If you are involved at all in the process of turning ideas into reality, read this book.
Cairo Cananea
Mar 03, 2020 rated it it was amazing
Livro essencial para desenvolver projetos de serviço com foco no cliente. Uma abordagem bem mão na massa, reforçando os conceitos e ferramentas criativas como design thinking.
May 14, 2021 rated it really liked it
Good summary on what is called nowadays a service design, known for ages as user or human-centered approach.
Phuong Ha Thu Nguyen
May 05, 2018 rated it it was amazing
A To-read for service design doers.
Tomas Novotny
Oct 06, 2019 rated it it was amazing
Bible for service designers.
Nicole Madison
Sep 20, 2018 rated it it was amazing
Best service design book I’ve ever read and I’ve read a lot of them.
Ben Van-Rooy
Dec 08, 2019 rated it it was amazing
A practical guide to service design which great examples and templates.
Pablo Fernández Vallejo
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Aug 19, 2018
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Sep 14, 2020
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