This Is Service Design Doing: Applying Service Design Thinking in the Real World

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.

Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience.

Move from theory to practice and build sustainable business success.

• Service Design: From Insight to Implementation
• An Introduction to Service Design: Designing the Invisible
• Orchestrating Experiences: Collaborative Design for Complexity
• This Is Service Design Methods: A Companion to This Is Service Design Doing
• Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
• The Design Thinking Playbook: Mindful Digital Transformation of Teams, Products, Services, Businesses and Ecosystems
• Testing Business Ideas: A Field Guide for Rapid Experimentation
• 101 Design Methods: A Structured Approach for Driving Innovation in Your Organization
• Value Proposition Design: How to Create Products and Services Customers Want (Strategyzer)
• This is Service Design Thinking: Basics, Tools, Cases