000			01653 a2200169 4500
020			_a9781472572585
082			_a745.2011 _bPEN
100			_aPenin, Lara _990411
245			_aDesigning the invisible : an introduction to service design
260			_aNew Delhi _bBloomsbury Publishing _c2022
300			_a342p.
505			_aContents 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
650			_aPrimitive societies _aService industries _aCustomer services _998372
890			_aIndia
891			_aFD
942			_2ddc
999			_c69502 _d69502