Designing the invisible : an introduction to service design
Penin, Lara
Designing the invisible : an introduction to service design - New Delhi Bloomsbury Publishing 2022 - 342p.
Contents
Acknowledgements 8
Foreword by Clive Cilnot 10
Preface 12
Part 1: UNDERSTANDING SERVICES: Main concepts, Critical aspects and implications of designing services, discussed by experts
Chapter 1: Defining Services 20-42
Chapter 2: The Service Economy 46-68
Chapter 3: Digital Services 72-94
Chapter 4: Services for Public Interest 98-118
Chapter 5: The Politics of Service Design 122-142
Chapter 6: Designing for Services 146-168
Part 2: THE SERVICE DESIGN PROCESS: The Service design process, methods and tools explained through outstanding projects and discussed by the designers behind them
Chapter 7: Getting Started in the Service Design Process 174-194
Chapter 8. Research and Analysis 198-224
Chapter 9. Generating Service Design Concepts 228-252
Chapter 10. Prototyping, Testing, Iterating 258-276
Chapter 11. Implementing and Evaluating Services 280-306
Chapter 12. Service Design Core Capabilities 310-339
Bibliography 330
Credits/Sources 337
Index 339
9781472572585
Primitive societies
Service industries
Customer services
745.2011 / PEN
Designing the invisible : an introduction to service design - New Delhi Bloomsbury Publishing 2022 - 342p.
Contents
Acknowledgements 8
Foreword by Clive Cilnot 10
Preface 12
Part 1: UNDERSTANDING SERVICES: Main concepts, Critical aspects and implications of designing services, discussed by experts
Chapter 1: Defining Services 20-42
Chapter 2: The Service Economy 46-68
Chapter 3: Digital Services 72-94
Chapter 4: Services for Public Interest 98-118
Chapter 5: The Politics of Service Design 122-142
Chapter 6: Designing for Services 146-168
Part 2: THE SERVICE DESIGN PROCESS: The Service design process, methods and tools explained through outstanding projects and discussed by the designers behind them
Chapter 7: Getting Started in the Service Design Process 174-194
Chapter 8. Research and Analysis 198-224
Chapter 9. Generating Service Design Concepts 228-252
Chapter 10. Prototyping, Testing, Iterating 258-276
Chapter 11. Implementing and Evaluating Services 280-306
Chapter 12. Service Design Core Capabilities 310-339
Bibliography 330
Credits/Sources 337
Index 339
9781472572585
Primitive societies
Service industries
Customer services
745.2011 / PEN