Название: This Is Service Design Doing: Applying Service Design Thinking in the Real WorldАвтор: Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider
Издательство: O'Reilly Media
ISBN: 1491927186
Год: 2018
Страниц: 541
Язык: английский
Формат: True PDF
Размер: 66.2 MB
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.
Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience.
Move from theory to practice and build sustainable business success.
This is Service Design Doing is a handbook of service design – a toolbox, a description of methods, a facilitation guide, packed with cases and examples – giving a clear picture of how you can put all those pieces together.
It is a book for “doers,” for people who want to improve customer experience as well as employee experience and the systems that connect all these stakeholders in an organization.
It is also a book that helps you pave the way to doing with both business and design audiences. It gives you enough theory and examples to explain why this approach actually works and how you can tie it into your organization.
Who should read this book?
This book is for everyone interested in customer experience, innovation, and collaborative creation. Put another way, if you have picked up this book, it is probably for you. Perhaps you work in an organization which is trying to better help its customers (or citizens, or employees), and you want to create better or even new offerings that people will love to use and talk about. Perhaps your organization wants new ways to connect operational silos and work together more painlessly, using a 'language' and toolset that everyone in the organization - and your stakeholders outside - can understand.
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