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