This is service design thinking : basic, tools, cases
Stickdorn, Marc
This is service design thinking : basic, tools, cases - New Jersey John Wiley & Sons 2011 - 373,ivp.
Contents
Introduction
Preface 12
The Design beyond the Design 14
Crowdsourcing Map 20
How to use this book 22
What is Service Design?
Definitions: Service Design as an inter-disciplinary approach 28
5 Principles of Service Design Thinking: A dynamic language for a dynamic approach 34
Marketing: Connecting with people, creating value 46
Who are these Service Designers?
Fields of Service Design 54
Product Design: Developing products with service applications 56
Graphic Design: Providing visual explanation 68
Interaction Design: Services as a series of interactions 80
Social Design: Delivering positive social impact 88
Strategic Management: Why corporations do what they do 94
Operations Management: The relentless quest for efficiency 102
Design Ethnography: Taking inspiration from everyday life 108
How does Service Design work?
Tools of Service Design Thinking 120
It Is an Iterative Process 122
AT-ONE: Becoming AT-ONE with Your Customers 136
What are the tools of Service Design?
This is a Toolbox - not a Manual 146
Stakeholder Maps 150
Service Safaris 154
Shadowing 156
Customer Journey Maps 158
Contextual Interviews 162
The Five Whys 166
Cultural Probes 168
Mobile Ethnography 172
A Day in the Life 174
Expectation Maps 176
Personas 178
Idea Generation 180
What if ... 182
Design Scenarios 184
Storyboards 186
Desktop Walkthrough 190
Service Prototypes 192
Service Staging 194
Agile Development 196
Co-Creation 198
Storytelling 202
Service Blueprints 204
Service Roleplay 208
Customer Lifecycle Maps 210
Business Model Canvas 212
Applied Service Design
Applied Service Design Thinking in Practice 218
NL Agency and Design Thinkers: Service Design for a governmental organisation 221
Mypolice and Snook: Service Design for a public organisation 235
Hello Change and Funky Projects: Service Design for an application process 251
UPMC and Carnegie Mellon University: Service Design for a hospital 267
SEB and Transformator: Service Design for a bank 281
Deep Service Design thinking
Deep Service Design Thinking 298
Integrating Service Design Thinking and Motivational Psychology 300
Service Design Research: Yesterday, today and tomorrow 308
Service Design and Biophilia 316
Appendix
Authors 326
References 340
Index 366
Icons Used in This Book 374
Imprint 383
9781118156308
Urban poor--Social conditions
Service industries--Management
Customer services
Creative ability in business
Creative thinking
Lateral thinking
Consumer behavior
Service industries--Planning
Geographical perception
745.2011 / STI
This is service design thinking : basic, tools, cases - New Jersey John Wiley & Sons 2011 - 373,ivp.
Contents
Introduction
Preface 12
The Design beyond the Design 14
Crowdsourcing Map 20
How to use this book 22
What is Service Design?
Definitions: Service Design as an inter-disciplinary approach 28
5 Principles of Service Design Thinking: A dynamic language for a dynamic approach 34
Marketing: Connecting with people, creating value 46
Who are these Service Designers?
Fields of Service Design 54
Product Design: Developing products with service applications 56
Graphic Design: Providing visual explanation 68
Interaction Design: Services as a series of interactions 80
Social Design: Delivering positive social impact 88
Strategic Management: Why corporations do what they do 94
Operations Management: The relentless quest for efficiency 102
Design Ethnography: Taking inspiration from everyday life 108
How does Service Design work?
Tools of Service Design Thinking 120
It Is an Iterative Process 122
AT-ONE: Becoming AT-ONE with Your Customers 136
What are the tools of Service Design?
This is a Toolbox - not a Manual 146
Stakeholder Maps 150
Service Safaris 154
Shadowing 156
Customer Journey Maps 158
Contextual Interviews 162
The Five Whys 166
Cultural Probes 168
Mobile Ethnography 172
A Day in the Life 174
Expectation Maps 176
Personas 178
Idea Generation 180
What if ... 182
Design Scenarios 184
Storyboards 186
Desktop Walkthrough 190
Service Prototypes 192
Service Staging 194
Agile Development 196
Co-Creation 198
Storytelling 202
Service Blueprints 204
Service Roleplay 208
Customer Lifecycle Maps 210
Business Model Canvas 212
Applied Service Design
Applied Service Design Thinking in Practice 218
NL Agency and Design Thinkers: Service Design for a governmental organisation 221
Mypolice and Snook: Service Design for a public organisation 235
Hello Change and Funky Projects: Service Design for an application process 251
UPMC and Carnegie Mellon University: Service Design for a hospital 267
SEB and Transformator: Service Design for a bank 281
Deep Service Design thinking
Deep Service Design Thinking 298
Integrating Service Design Thinking and Motivational Psychology 300
Service Design Research: Yesterday, today and tomorrow 308
Service Design and Biophilia 316
Appendix
Authors 326
References 340
Index 366
Icons Used in This Book 374
Imprint 383
9781118156308
Urban poor--Social conditions
Service industries--Management
Customer services
Creative ability in business
Creative thinking
Lateral thinking
Consumer behavior
Service industries--Planning
Geographical perception
745.2011 / STI