16 books
—
11 voters
Goodreads helps you keep track of books you want to read.
Start by marking “This is Service Design Thinking: Basics – Tools – Cases” as Want to Read:
This is Service Design Thinking: Basics – Tools – Cases
by
This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service Design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you c
...more
Hardcover, 376 pages
Published
February 1st 2011
by BIS Publishers
(first published December 2nd 2010)
Friend Reviews
To see what your friends thought of this book,
please sign up.
Reader Q&A
To ask other readers questions about
This is Service Design Thinking,
please sign up.
Recent Questions
Community Reviews
Showing 1-30
Start your review of This is Service Design Thinking: Basics – Tools – Cases
Service Design has been an interesting topic for me for a some time. Finally I wanted to get more understanding about it and its basic. That's the reason I got my hands on a book that was saying to be "the book" for service design -This is Service Design Thinking by Marc Stickdorn and Jakob Schneider.
I was super excited to start reading about the wonderful world of service design. I read and read and read and became really bored. First hundred pages of the book the authors are trying to say WE A ...more
I was super excited to start reading about the wonderful world of service design. I read and read and read and became really bored. First hundred pages of the book the authors are trying to say WE A ...more
I heard about service design back in Italy. I actually didn't understand what it meant. For me, it was marketing. It was design thinking. It was "smoke". However, I kept this book under the radar for later reading. It took a week to finish this book, according to several websites, one of the fundamental documents on service Design.
Now the definition is clearer and more real in my head.
The book is simple and goes straight to the point:
- Introduction and Context
- Toolbox (the most interesting p ...more
Now the definition is clearer and more real in my head.
The book is simple and goes straight to the point:
- Introduction and Context
- Toolbox (the most interesting p ...more
This is a textbook.
What is service design?
Service design is an interdisciplinary approach that combines different methods and tools form various disciplines. It is a new way of thinking as opposed to a new stand-alone academic discipline.
The approach of service design refers to the process of designing rather than to its outcome. The outcome of a service design process can have various forms: rather abstract organizational structures, operation process, service experiences and even concrete phys ...more
What is service design?
Service design is an interdisciplinary approach that combines different methods and tools form various disciplines. It is a new way of thinking as opposed to a new stand-alone academic discipline.
The approach of service design refers to the process of designing rather than to its outcome. The outcome of a service design process can have various forms: rather abstract organizational structures, operation process, service experiences and even concrete phys ...more
Idk just kept going on about service design in the meta sense way too much. Like we get it. Service design is important and new(ish). I liked the last essay but all of the icons and annotation systems felt unnecessary and distracting which is a little bit *alanis morissette voice* ironic.
Clear and nicely formatted 'handbook' on service design. Expect no major breakthroughs or new insights, but if you're looking for a quick understanding or brushup on what Serice Design Thinking is, this is your book.
...more
Good stuff that everyone responsible for product development should at least be aware of. One star deducted for the horrible Kindle adaptation.
This is a broad stroke style book aimed at being a reference toolkit rather than a front to back read. An essential for awareness, but if youre looking for deep dives and case studies, look elsewhere. Practitioners can probably skip through most of it and focus on filling gaps in their knowledge. Also, I wish the authors had done a better job of pointing readers to further reading and resources in each short chapter. It would have made the book more useable. Still a decent reference and it's cle
...more
The best book out there in service design. Great concept and many examples. Actually, I have used it in business, showed chapters for clients, let them read and understand why its important to to field studies, user research and so on. It works.
This review has been hidden because it contains spoilers. To view it,
click here.
I didn't find anything useful in this book.
Most of the intro is just a lot of SJW ideology, written into service/product/marketing design. Explaining how this magical inclusive design process will change the world into a utopia. As most of the actual methodology we now use as service designers comes from much richer etnography, psychology and human factors practice, which were actually well grounded, I seriously doubt that another workshop and post it session is going to stop climate change. Ser ...more
Most of the intro is just a lot of SJW ideology, written into service/product/marketing design. Explaining how this magical inclusive design process will change the world into a utopia. As most of the actual methodology we now use as service designers comes from much richer etnography, psychology and human factors practice, which were actually well grounded, I seriously doubt that another workshop and post it session is going to stop climate change. Ser ...more
Jun 03, 2020
Tessa
rated it
it was ok
·
review of another edition
Shelves:
non-fiction,
art-and-design
2 stars: a bit too much thinking, not enough service design.
The information: not as practical as I would have hoped. It starts with a ~holistic~(you'll get tired of that word) reflection on what service design is, which in my opinion is a bit too vague. The tools are nice, but not as well described, so you have to use your information a bit on how to apply them. The cases are good to get a general idea of service design in practice, but I was hoping for a bit more detail on how the tools were us ...more
The information: not as practical as I would have hoped. It starts with a ~holistic~(you'll get tired of that word) reflection on what service design is, which in my opinion is a bit too vague. The tools are nice, but not as well described, so you have to use your information a bit on how to apply them. The cases are good to get a general idea of service design in practice, but I was hoping for a bit more detail on how the tools were us ...more
The content of this book on service design smells heavily of marketing and advertising agencies and not so much of actual design of a service. The authors make it seem service design is something from the past twenty years or so and ignore everything that has been done in the design of (IT) services through Lean, Design for Six Sigma, ITIL, VeriSM, etc.
Some of their concepts are useful in order to mve the focus more onto the customer journey and people's needs, but the application remains very h ...more
Some of their concepts are useful in order to mve the focus more onto the customer journey and people's needs, but the application remains very h ...more
I read this book for a grad course I'm in, and it was the most difficult thing to get through. The layout was distracting and the amount of typos throughout (extra words, missing words, misspelled words) just made my writer/editor heart scream out.
The strong point of the book is that it provides real-world examples of Service Design thinking in action. Unfortunately, this didn't provide enough information or context for me to see why such projects should be pushed for. Stuff sounded fancy, but ...more
The strong point of the book is that it provides real-world examples of Service Design thinking in action. Unfortunately, this didn't provide enough information or context for me to see why such projects should be pushed for. Stuff sounded fancy, but ...more
Solid foundation. Covers service design from a variety of perspectives, including that it's a technique difficult to force into a single process. Stickdorn then offers a structured process, and a toolbox of methods. He then ties it all together by showing how this structured/unstructured process and methods were applied in real-life cases. I especially liked that he did not advocate for a dogmatic approach, and showed how service design tools and processes can be made flexible for imperfect real
...more
This is the first book I read on service design. I was expecting a much better introduction to service design than one that relies on my implicit understanding of the term. However, I found the different frameworks, methods, and tools valuable. The presentation of case studies was not very compelling for me and the last three chapters about motivation, perspectives, and research left me asking for more, perhaps due to my bias towards academic research. I found the format of the book fresh and ea
...more
I read the book in the kindle version and while the book might have been desifned for the paper quite well, for kindle the design didn't work at all.
As for the content, I liked the presentation of the tools and the use cases from real world.
I didn't like the way the book was written. For my taste there was too much repetition.
Anyway, if you don't know what the hell is service design then this book provides quite good overview focused on the ways to apply it in real world. ...more
As for the content, I liked the presentation of the tools and the use cases from real world.
I didn't like the way the book was written. For my taste there was too much repetition.
Anyway, if you don't know what the hell is service design then this book provides quite good overview focused on the ways to apply it in real world. ...more
A general overview of service design with a little bit of history. My only problem with these types of books are that because of scattered and brief introductions of concepts and theories, they become harder to learn any applicable knowledge from them. Of course, lack of cohesive story helps you disengage easily.
But, this book is a good catalogue of concepts, models and the mainstream discourse in SDT community.
But, this book is a good catalogue of concepts, models and the mainstream discourse in SDT community.
This book is a must-read for any area of expertise inside a company (Operations, Marketing, Product, Servicing...). It explains the service design methodology and showcases an extensive library of tools and frameworks to frame problems and thus create useful solutions in the form of products, services or processes. It’s visually coded so you can just answer your question or take a deep dive into various elements of design 👌🏼
Everyone recommended this book to me for service design, however, it felt more like a beginners guide to service design with too much emphasis on how amazing service design is. This book seems targeted at selling service design to users, however, why would anyone read a 300+ page book if they weren't already a little sold. I would not recommend this book. I think that stating it as a guide to service design is vastly underselling the field of service design.
...more
If you are looking for a book that gives you an overview of what service design thinking is and what types there are to conduct it this book helps. It offers types, examples without taking you by hand how to do it. It offers examples to get an idea how it can help you.
I also bought the workbook so am curious about the content of that book.
I also bought the workbook so am curious about the content of that book.
Take it seriously when the book says it's the basics, tools and cases. Language is simple, understandable. It would be most beneficial if the tools were more deeply described, it's a good panaroma thought.
...more
This is a must read for anyone interested in service design thinking.
But reading it is a bit like a pilgrimage. It feels like climbing a mountain. In many ways it is a hard book to read, primarily because it is trying to be new in the way it presents the information.
But reading it is a bit like a pilgrimage. It feels like climbing a mountain. In many ways it is a hard book to read, primarily because it is trying to be new in the way it presents the information.
Probably a must-read essential for getting yourself familiar with the topic and understanding the concept and the context of design thinking. It will make you confident about the topic and ready to move to deeper understanding and application of DT.
Great book on learning about service design thinking and how to implement this strategy into organisations.
Practical content
Context, methods, and case studies. What you need in a service design book to guide productive work and real impact.
Context, methods, and case studies. What you need in a service design book to guide productive work and real impact.
The book is good for a beginner to peruse but I found that it wasn't particularly helpful to me.
...more
This book should be considered as one of the classics for this and related fields/methodologies. A must have one.
I would say this is a good introduction to Service Design Thinking. Though, as the field is evolving, this book is loosing it's relevance. New edition would serve the purpose.
...more
If you don't have a clue what service design is. It's a fair book. Otherwise, it's quite old nowadays.
...more
It's the best book about service design, although this is a basic book on service design.
...more
| topics | posts | views | last activity | |
|---|---|---|---|---|
| FULL Creative Lib...: This is Service Design Thinking | 2 | 9 | Mar 12, 2014 12:47PM | |
| Goodreads Librari...: Combine book records | 3 | 16 | Aug 15, 2013 03:26PM |
Readers also enjoyed
![Designing Interactions [With CDROM]](https://i.gr-assets.com/images/S/compressed.photo.goodreads.com/books/1348241331l/258476._SX98_.jpg)
Goodreads is hiring!
News & Interviews
As dedicated readers already know, some of the best and most innovative stories on the shelves come from the constantly evolving realm of...
33 likes · 8 comments
No trivia or quizzes yet. Add some now »
“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.”
—
1 likes
“THE CUSTOMER JOURNEY CANVAS At the online touchpoint of the book we provide you with a canvas developed to support you when designing services. You can use it not only for yourself to get a quick overview of certain service processes, but also with providers for a self-portrayal and with customers and other stakeholders to explore and evaluate services. Besides visually simplifying existing services, you can also use it to sketch service improvements and innovations. It supports many of the tools presented later in this book. The Customer Journey Canvas is available under cc license on our website. Try it, adapt or modify it, take a snapshot and share how you use the canvas through our website. Watch out for service design thinking! NOTE:”
—
1 likes
More quotes…
