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This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services Paperback – 1 Aug 2016

4.1 out of 5 stars 4 customer reviews

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Product details

  • Paperback: 400 pages
  • Publisher: O'Reilly Media; 1 edition (1 Aug. 2016)
  • Language: English
  • ISBN-10: 1491927186
  • ISBN-13: 978-1491927182
  • Product Dimensions: 18.4 x 2.5 x 22.9 cm
  • Average Customer Review: 4.1 out of 5 stars 4 customer reviews
  • Amazon Bestsellers Rank: 9,332 in Books (See Top 100 in Books)
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Product description

About the Author

Marc Stickdorn is a trainer and consultant for service design thinking from Germany. With a background in strategic management and information systems, he supports organisations to build up knowledge in the field of service design and helps them to sustainably integrate service design into their structures. Marc guest lectures at various business and design schools and co-founded smaply, a software company developing web-based solutions to sustainably implement service design in organisations. Recently, he co-founded ExperienceFellow, a tool to gain genuine customer insights through mobile ethnography. Marc is editor and co-author of the seminal service design book This is Service Design Thinking.

Markus Edgar Hormess is a service innovator and organisational consultant from Germany. For years, the qualified scientist has worked in telecommunication, engineering, banking and IT fields, helping companies to innovate complex services while creating business value. He is co-founder and partner of WorkPlayExperience, and award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam. Together with Marc and Adam he is teaching service design at leading universities and business schools – like the MBA program at IE Business School, Madrid, or the School of Architecture and Design in Oslo (AHO).

Adam Lawrence is a customer experience consultant, comedian and actor with a background in psychology and the global automotive industry. For years he has used expertise gained in the world of theater, film and storytelling to help organisations understand human needs, become more creative and innovate faster. Adam is co-founder of WorkPlayExperience, a service design company with a uniquely theatrical approach. He is the award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam.

Jakob Schneider is an award-winning communication and service designer from Germany. He is partner and creative director of the design agency KD1. Among others, he won a Red Dot Award and the prestigious “Best of Show” award at the European Design Awards 2011. He guest-lectures service design at design schools, regularly gives talks and workshops on service design. He co-founded both Smaply and ExperienceFellow and is the leading designer of both companies. Jakob is designer, co-editor and co-author of the seminal service design book This is Service Design Thinking


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31 July 2018
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Most helpful customer reviews on Amazon.com

Amazon.com: 4.8 out of 5 stars 12 reviews
Frankie Abralind
5.0 out of 5 starsThe Urtext for Service Experience Design
22 January 2018 - Published on Amazon.com
Format: PaperbackVerified Purchase
2 people found this helpful.
Brian K. Seitz
5.0 out of 5 starsThis book is a follow-on to This is Service Design ...
30 March 2018 - Published on Amazon.com
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Shallowred
5.0 out of 5 starsA great follow up to This is Service Design Thinking
2 January 2019 - Published on Amazon.com
Format: PaperbackVerified Purchase
Buck Bard
5.0 out of 5 starsGreat Book - Buy it somewhere else.
23 February 2018 - Published on Amazon.com
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One person found this helpful.
Joseph Oliver
4.0 out of 5 starsGreat Read
29 December 2018 - Published on Amazon.com
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