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This is Service Design Thinking.: Basics - Tools - Cases [Hardcover]

Marc Stickdorn , Jakob Schneider
3.9 out of 5 stars  See all reviews (7 customer reviews)

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Book Description

3 Feb 2014
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn′t. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty–three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real–life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one–page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front–line staff and management.
--This text refers to the Paperback edition.

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Product details

  • Hardcover: 382 pages
  • Publisher: Bis Publishers; 1 edition (3 Feb 2014)
  • Language: English
  • ISBN-10: 9063692560
  • ISBN-13: 978-9063692568
  • Product Dimensions: 23 x 3.3 x 17.5 cm
  • Average Customer Review: 3.9 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon Bestsellers Rank: 341,232 in Books (See Top 100 in Books)

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Product Description

From the Inside Flap

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 can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking.

A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book.
It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals. Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services. Additionally, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in a philosophical context.

In collaboration with: (in alphabetical order) Kate Andrews (UK), Beatriz Belmonte (E), Ralf Beuker (GER), Fergus Bisset (UK), Kate Blackmon (UK), Johan Blomkvist (SE), Simon Clatworthy (NO), Lauren Currie (UK), Sarah Drummond (UK), Jamin Hegeman (USA), Stefan Holmlid (SE), Luke Kelly (NL), Lucy Kimbell (UK), Satu Miettinen (FI), Asier Pérez (E), Bas Raijmakers (NL), Jakob Schneider (GER), Fabian Segelström (SE), Marc Stickdorn (A), Renato Troncon (IT), Geke van Dijk (NL), Arne van Oosterom (NL), Erik Widmark (S)

About the Author

Marc Stickdorn (Austria;; is co–founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools.  He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation.  His main areas of interest are service design and strategic marketing management particularly in a tourism context. Jakob Schneider (Germany)  is a graphic designer based in Germany. --This text refers to the Paperback edition.

Customer Reviews

3.9 out of 5 stars
3.9 out of 5 stars
Most Helpful Customer Reviews
11 of 12 people found the following review helpful
5.0 out of 5 stars Simply the best tool for service designers. 30 Mar 2011
I have been using this 'tool-book' for 4 months and every time I come back to it I rediscover something else. It has been really helpful as service design and creative thinking guide, always flexible and adaptable to a wide selection of projects. Also it has been carefully designed and its very well explained so it can be used and enjoyed by practically anyone. I definitely consider this book one of my favourites in my library and a must for design professionals or students.
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2 of 2 people found the following review helpful
1.0 out of 5 stars Written in fluffy project manager speak 8 Oct 2013
Format:Hardcover|Verified Purchase
I had high hopes for this book, but after reading about 100 pages from the three different parts, I can't recommend this book. It reads like it's written by lot of different project managers in corporate legalese. The use case chapter reads like pitches for the different companies. You have to stop at every sentence trying to boil down what it would read like if it was written clear-cut. The methods listed seems to have been thrown in without a critical view of value - this might be a weakness of service design itself, since it's such a new area of thinking.

I really want this book to be written in a clear-cut language, because I want to learn more about service design - but this book is a pain to read it you want to part with some valuable information for your own work.
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1 of 1 people found the following review helpful
4.0 out of 5 stars My new best friend 19 July 2013
Format:Paperback|Verified Purchase
Wow. This isn't something to skim, or a quick fix -- this is a career laid out in a well-designed anthology of methodologies. I'm grateful for a credible reference to support my work.
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1 of 1 people found the following review helpful
Format:Hardcover|Verified Purchase
After Business Model Generation I struggled to find another good boo but then I came across "this is Service Design Thinking".
It is practical, hands-on and keep getting back to find new ideas and inspiration.
I highly recommend it to everyone.
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