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This is Service Design Thinking: Basics, Tools, Cases

Amazon.com Price:  $17.45 (as of 12/05/2019 16:36 PST- Details)

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Description

How to design and market services and products to create outstanding customer experiences

Service design thinking is the designing and marketing of services and products that give a boost to the customer experience, and the interactions between the service providers and the customers. When you’ve got two coffee shops right next to one another, and each and every sell the very same coffee at the very same price, service design is what makes you walk into one and not the other. Perhaps one plays music and the other doesn’t. Perhaps one takes credit cards and the other is cash only. Perhaps you like the layout of one over the other, or one has more comfortable seating. Perhaps the workforce 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 numerous 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 utilized to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line workforce and management.

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