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The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations Paperback – 12 Jan 2015
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"The book builds a powerful philosophy for understanding what is unique about service innovation. Kimbell writes lucidly about important perspectives that will significantly mature the practice of research-based service design."
- Dr Cameron Tonkinwise, Associate Professor, School of Design, Carnegie Mellon University on amazon.com
- Professor Sir Christopher Frayling, Former Rector, Royal College of Art, London, and former Chairman of the Design Council "Up until now, designers have justifiably bypassed much academic design research, arguing that it offered little to no value in applied design practice. Lucy Kimbell's new book will put a quick end to that argument. Kimbell demonstrates that thinking about design is still as important as doing design. She provides a simple framework for integrating design concepts with usercentred inquiry. She also provides an explication of the divide between individualistic, psychological study, and the collectivist and contextual, socio-cultural study - a much-needed remedy to the spate of ill-advised a/b testing rife in contemporary design organizations. Service designers will find plenty of real-life, practical examples, woven in between ways of thinking about service design. It is here that she breathes life into theory - and in so doing, sweeps away any designer's excuse of not reading theoretical design research."
- Sam Ladner, phd Senior Researcher, Microsoft Office. Author of Practical Ethnography: A Guide to Doing Ethnography in The Private Sector "The Service Innovation Handbook is an essential read for managers in firms that used to have a product focus and that are trying to shift towards designing services and experiences. By covering the early stages of the innovation process, it guides readers through developing new knowledge, creating service concepts and prototyping experiences. It's valuable not only for service innovation and design practitioners but also visionary business leaders who understand that creating distinctive customer experiences is the future of innovation."
- Sunghan Kim Head of Service UX Group, Media Solution Centre, Samsung Electronics "There are few books that span the realms of service design, service operations and service experience in such a practical and engaging way. Lucy's insights into these topics will help you create great service experiences for your customers."
- Professor Andy Neely Director, Cambridge Service Alliance
From the Author
Lucy Kimbell is Associate Fellow, Said Business School, University of Oxford, where she has been teaching strategic design and design thinking to MBAs since 2005. She also is a principal research fellow at Central Saint Martins, University of the Arts, London where she is developing an MBA. As an academic researcher Lucy has published more than 25 journal articles, book chapters and essays on design thinking and service design. For many years, Lucy has taught design students at leading schools such as the Royal College of Art and Parsons The New School for Design. Her artwork has been exhibited internationally including at TED Global. Lucy has consulted for firms including Deutsche Bank, Vodafone, the BBC and numerous social enterprises through her work as fellow at The Young Foundation. Lucy originally studied Engineering Design and Appropriate Technology, and she has an MA Computing in Art and Design. Her PhD explores intersections between design and the social sciences.See all Product description
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It also sited Capita as one of their centres of excellence for an example. Sadly as anyone would know as a company that has been acquired by Capita, was is said in the case study does not match up with that company - all tho the case study was about cost cutting and asset stripping. So if you know this about one example, it casts doubts about the validity of the other examples. Since I know about the culture of other companies sited, those that I know were good. The writing style is a little opaque/embellished/jargonised/self-importance which is a hindrance to communicating the message of the content - however, the diagrams are excellent. So I have found it better to rapid read the text as little will be gleaned in the first read. However, it is a book that you will keep going back to, it has long inner covers that act as book marks, the book opens easy and is in a Landscape format with room for annotation and post-it notes. Therefore this book is an excellent starting point. Worth buy in paper than kindle.
Any book that advisers the reader they will need a large piece of paper, pens and somebody to record the outcome of a meeting is NOT for professional managers & entrepreneurs. Yes it explains some key terms but don't pretend to be for the manager.
I was worried it might be on the academic side (I’m a facilitator and illustrator, but don’t have design training/background) but in fact it’s broken down and laid out really well, so it’s actually really useful/accessible. There’s a load of case studies as well which helped me (will be stealing some ideas). So, yes, helpful, especially for seeing how the things I do fit into designing new services. It’s good – and well written/easy to read. So, in short... I recommend it.