This is service design doing
Subtitle: applying service design thinking in the real world : a practitioner's handbook
By: edited, collected, written, designed by Marc Stickdorn, Adam Lawrence, Markus Hormess, Jakob Schneider
Contributors: Hormess, Markus, author, book designer, compiler, editor; Lawrence, Adam, author, book designer, compiler, editor; Schneider, Jakob (Economist), author, book designer, compiler, editor
Edition: First edition.
Publisher: O'Reilly Media
Published: 2018
Language: eng
Number of pages: 541
ISBN-13: 9781491927182
Copyright date: 2018
Subjects: Service industries; Management
Description: "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. Service design requires 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."--
Notes: "Revision history for the first edition ... 2018-08-03 fourth release"--Title page verso.

Includes bibliographical references and index.
Table of contents: title: Why service design?; title: What is service design?; title: Basic service design tools; title: The core activities of service design; title: Research; title: Ideation; title: Prototyping; title: Implementation; title: Service design process and management; title: Facilitating workshops; title: Making space for service design; title: Embedding service design in organizations.