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This is Service Design Thinking.: Basics - Tools - Cases Hardcover – 3 Feb 2014

3.7 out of 5 stars 15 customer reviews

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--This text refers to the Paperback edition.
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Product details

  • Hardcover: 382 pages
  • Publisher: Bis Publishers; 01 edition (3 Feb. 2014)
  • Language: English
  • ISBN-10: 9063692560
  • ISBN-13: 978-9063692568
  • Product Dimensions: 23.1 x 18.3 x 3.3 cm
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Bestsellers Rank: 508,584 in Books (See Top 100 in Books)

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; http://thisisservicedesignthinking.com; www.destinable.com) 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

3.7 out of 5 stars
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Top Customer Reviews

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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Format: Kindle Edition Verified Purchase
The content is really good but the Kindle version is so badly formatted it makes it frustrating to use. For example the diagrams render very small on screen. A good example of poor service design thinking.
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Format: Hardcover
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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Format: Paperback Verified Purchase
I was expecting to learn something that I can implement in my business and in my client's businesses. However the pages are full of fluff and very difficult to translate into actions.

If you are expecting to get at least the frameworks, forget about them. Even the framework diagrams are not there in the book. Also the online resource site that is mentioned in the book does not exist. The website has a very pretty looking diagram for people to download for free but nothing more.

I was very excited when I bought the book and was hugely disappointed that this book is a tool for the company to show others that they have published a book and to sell its workshop.
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Format: Paperback Verified Purchase
Offers a great overview of Service Design approaches and tools. If I could ask for something I would like to see some outside in perspective on SD in relation to other approaches to work from a customer perspective. This is a book by the inner circle of the convinced for other people who are already convinced. On the other hand, to be fair, I guess it's fair to say that many books in this genre suffers from the same problem.
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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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Format: Paperback Verified Purchase
If you are new to service design, this book could be very helpful for you. Love the quality of the book although it's paperback. Everything is the same except for the cover. It's lighter in weight compare to the usual ones. I carry this book almost everywhere, because it's so light and handy. This would be a start for service design students to learn about service design tools and a little about what is currently in the industry.
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Format: Paperback Verified Purchase
This is a great introduction to the world of service design. It outlines the discipline in a clear way and explains where it fits into the design profession. This is a job role that is soon to kick off and this book does well to outline the tools of the trade in straight forward way.

It is a good resource for linking design with the business world.
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