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This is THE one book if you really want to know about Service Design. Basics are described liked teaching a baby his first ABCD. Tolls are explained in great depth so every reader can follow it up. Even the person never heard of Service Design will find is very easy to follow with the tools described in the book. I've developed 10 service related document (stakeholder map, customer journey map, The Five whyS, expectation maps, persona, service blueprint & customer lifecycle map) just by reading
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Traz alguns métodos de pesquisa e concepção interessantes e os cases nos quais eles foram aplicados. É um livro de referências e a leitura não precisa ser linear. Alerta: ele não irá te tornar um expert em Service Design Thinking.
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