Service Design
A practical guide to creating customer centric services
Will be published approx. on 1. July 2026
Book
Paperback/Softback
216 pages
978-1-78017-727-4 (ISBN)
Description
With customer expectations higher than ever before, delivering great service is no longer optional, it's essential. Service Design is your practical, visual guide to creating services that truly meet customer needs, from first interaction to the final outcome.
Whether you're working in IT, service management, UX, or digital transformation, this book equips you with proven frameworks and techniques from service science and design thinking. With a strong focus on real-world application, it features a running case study and highly visual examples to help you apply concepts immediately. This book encompasses thinking approaches that are holistic and encourage creativity and learning. In today's competitive world, service design is the professional discipline that is of increasing relevance and interest to organisations.
Perfect for professionals, teams, and educators, Service Design bridges the gap between theory and practice, empowering you to design innovative, customer-centric services that stand out in today's competitive landscape.
Whether you're working in IT, service management, UX, or digital transformation, this book equips you with proven frameworks and techniques from service science and design thinking. With a strong focus on real-world application, it features a running case study and highly visual examples to help you apply concepts immediately. This book encompasses thinking approaches that are holistic and encourage creativity and learning. In today's competitive world, service design is the professional discipline that is of increasing relevance and interest to organisations.
Perfect for professionals, teams, and educators, Service Design bridges the gap between theory and practice, empowering you to design innovative, customer-centric services that stand out in today's competitive landscape.
More details
Language
English
Place of publication
Swindon
United Kingdom
Publishing group
BCS Learning & Development Limited
Target group
Professional and scholarly
Dimensions
Height: 244 mm
Width: 170 mm
ISBN-13
978-1-78017-727-4 (9781780177274)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Debra Paul is the CEO of Assist Knowledge Development Ltd. Debra has co-authored several publications including Business Analysis, Agile and Business Analysis, Delivering Business Analysis and Business Architecture. Debra holds an MBA and a Doctorate in Business Administration, and lectures at the University of Reading (Henley Business School) where she is a Visiting Fellow. Debra is a regular keynote speaker at business seminars and IS industry events. She was a founder member of the BA Manager Forum, developed the BCS Advanced International Diploma in Business Analysis and the A4Q Certified Service Designer Award. She was also one of the founders of the BA Conference Europe.
Jonathan Hunsley is the Service Development Director for Assist Knowledge Development Ltd. Jonathan has worked in a variety of roles across the financial services and consultancy sectors. Jonathan is a Chartered IT Professional, and the lead assessor for the BCS Advanced International Diploma in Business Analysis. He holds an MBA and the Expert Business Analysis Award. He is a regular speaker at international conferences and has contributed to a variety of publications such as Business Analysis, Business Analysis Techniques and Business Architecture. He is a regular contributor to the BA Brew podcast, founded the SD Forum, a networking forum for service designers, and was the chief architect of the A4Q Certified Service Designer award.
Jonathan Hunsley is the Service Development Director for Assist Knowledge Development Ltd. Jonathan has worked in a variety of roles across the financial services and consultancy sectors. Jonathan is a Chartered IT Professional, and the lead assessor for the BCS Advanced International Diploma in Business Analysis. He holds an MBA and the Expert Business Analysis Award. He is a regular speaker at international conferences and has contributed to a variety of publications such as Business Analysis, Business Analysis Techniques and Business Architecture. He is a regular contributor to the BA Brew podcast, founded the SD Forum, a networking forum for service designers, and was the chief architect of the A4Q Certified Service Designer award.
Content
Chapter 1: The Service Design mindset
Chapter 2: Service Design and value
Chapter 3: The Service Designer role
Chapter 4: Generic Service Design techniques
Chapter 5: Situation investigation and problem analysis
Chapter 6: Feasibility assessment and business case development
Chapter 7: CX Analysis
Chapter 8: Service definition
Chapter 9: Service experimentation
Chapter 10: Service deployment
Chapter 2: Service Design and value
Chapter 3: The Service Designer role
Chapter 4: Generic Service Design techniques
Chapter 5: Situation investigation and problem analysis
Chapter 6: Feasibility assessment and business case development
Chapter 7: CX Analysis
Chapter 8: Service definition
Chapter 9: Service experimentation
Chapter 10: Service deployment