
This is Service Design Thinking
Basics, Tools, Cases
Wiley (Publisher)
1st Edition
Published on 9. March 2012
Book
Paperback/Softback
384 pages
978-1-118-15630-8 (ISBN)
Description
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 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.
More details
Language
English
Place of publication
New York
United States
Dimensions
Height: 231 mm
Width: 185 mm
Thickness: 18 mm
Weight
771 gr
ISBN-13
978-1-118-15630-8 (9781118156308)
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
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.