000			03007 a2200181 4500
020			_a9781118156308
082			_a745.2011 _bSTI
100			_aStickdorn, Marc
245			_aThis is service design thinking : basic, tools, cases
260			_aNew Jersey _bJohn Wiley & Sons _c2011
300			_a373,ivp.
505			_aContents 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
650			_aUrban poor--Social conditions _aService industries--Management _aCustomer services _aCreative ability in business _aCreative thinking _aLateral thinking _aConsumer behavior _aService industries--Planning _998364
650			_aGeographical perception _998365
890			_aUSA
891			_aFD
942			_2ddc
999			_c71117 _d71117