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This is service design thinking : basic, tools, cases

By: Publication details: New Jersey John Wiley & Sons 2011Description: 373,ivpISBN:
  • 9781118156308
Subject(s): DDC classification:
  • 745.2011 STI
Contents:
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
List(s) this item appears in: Display of New Collection of Design Books - 2024
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Holdings
Item type Current library Collection Call number Status Date due Barcode Item holds
Book CEPT Library Faculty of Design 745.2011 STI Available 025343
Total holds: 0

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

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