TY  - GEN
AU  - Stickdorn, Marc
TI  - This is service design thinking : basic, tools, cases
SN  - 9781118156308
U1  - 745.2011 
PY  - 2011///
CY  - New Jersey
PB  - John Wiley & Sons
KW  - Urban poor--Social conditions
KW  - Service industries--Management
KW  - Customer services
KW  - Creative ability in business
KW  - Creative thinking
KW  - Lateral thinking
KW  - Consumer behavior
KW  - Service industries--Planning
KW  - Geographical perception
N1  - 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
ER  -