This is service design thinking : basic, tools, cases (Record no. 71117)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03007 a2200181 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781118156308 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 745.2011 |
| Item number | STI |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Stickdorn, Marc |
| 245 ## - TITLE STATEMENT | |
| Title | This is service design thinking : basic, tools, cases |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New Jersey |
| Name of publisher, distributor, etc | John Wiley & Sons |
| Date of publication, distribution, etc | 2011 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 373,ivp. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents<br/>Introduction<br/>Preface 12<br/>The Design beyond the Design 14<br/>Crowdsourcing Map 20<br/>How to use this book 22<br/>What is Service Design?<br/>Definitions: Service Design as an inter-disciplinary approach 28<br/>5 Principles of Service Design Thinking: A dynamic language for a dynamic approach 34<br/>Marketing: Connecting with people, creating value 46<br/>Who are these Service Designers?<br/>Fields of Service Design 54<br/>Product Design: Developing products with service applications 56<br/>Graphic Design: Providing visual explanation 68<br/>Interaction Design: Services as a series of interactions 80<br/>Social Design: Delivering positive social impact 88<br/>Strategic Management: Why corporations do what they do 94<br/>Operations Management: The relentless quest for efficiency 102<br/>Design Ethnography: Taking inspiration from everyday life 108<br/>How does Service Design work?<br/>Tools of Service Design Thinking 120<br/>It Is an Iterative Process 122<br/>AT-ONE: Becoming AT-ONE with Your Customers 136<br/>What are the tools of Service Design?<br/>This is a Toolbox - not a Manual 146<br/>Stakeholder Maps 150<br/>Service Safaris 154<br/>Shadowing 156<br/>Customer Journey Maps 158<br/>Contextual Interviews 162<br/>The Five Whys 166<br/>Cultural Probes 168<br/>Mobile Ethnography 172<br/>A Day in the Life 174<br/>Expectation Maps 176<br/>Personas 178<br/>Idea Generation 180<br/>What if ... 182<br/>Design Scenarios 184<br/>Storyboards 186<br/>Desktop Walkthrough 190<br/>Service Prototypes 192<br/>Service Staging 194<br/>Agile Development 196<br/>Co-Creation 198<br/>Storytelling 202<br/>Service Blueprints 204<br/>Service Roleplay 208<br/>Customer Lifecycle Maps 210<br/>Business Model Canvas 212<br/>Applied Service Design<br/>Applied Service Design Thinking in Practice 218<br/>NL Agency and Design Thinkers: Service Design for a governmental organisation 221<br/>Mypolice and Snook: Service Design for a public organisation 235<br/>Hello Change and Funky Projects: Service Design for an application process 251<br/>UPMC and Carnegie Mellon University: Service Design for a hospital 267<br/>SEB and Transformator: Service Design for a bank 281<br/>Deep Service Design thinking<br/>Deep Service Design Thinking 298<br/>Integrating Service Design Thinking and Motivational Psychology 300<br/>Service Design Research: Yesterday, today and tomorrow 308<br/>Service Design and Biophilia 316<br/>Appendix<br/>Authors 326<br/>References 340<br/>Index 366<br/>Icons Used in This Book 374<br/>Imprint 383 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Urban poor--Social conditions |
| -- | Service industries--Management |
| -- | Customer services |
| -- | Creative ability in business |
| -- | Creative thinking |
| -- | Lateral thinking |
| -- | Consumer behavior |
| -- | Service industries--Planning |
| 9 (RLIN) | 98364 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Geographical perception |
| 9 (RLIN) | 98365 |
| 890 ## - Country | |
| Country | USA |
| 891 ## - Topic | |
| Topic | FD |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Total Renewals | Full call number | Barcode | Date last seen | Date last borrowed | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Faculty of Design | CEPT Library | CEPT Library | 25/09/2023 | Unique Book House | 3100.00 | 4 | 1 | 745.2011 STI | 025343 | 25/01/2024 | 16/01/2024 | 3444.00 | 25/09/2023 | Book |