Service Design (eBook)

From Insight to Implementation

Lavrans Løvlie, Andy Polaine, Ben Reason (Autoren)

eBook Download: EPUB

2025 | 2. Auflage
298 Seiten
Rosenfeld Media (Verlag)
9781959029960 (ISBN)

Infos

Over the past decade, service designers have played an essential role in creating comprehensive, customer-focused products and services. This updated edition of an industry classic highlights the practices evolution and broadened impact in the business world. Youll benefit from new frameworks, tools, and methods, and learn from fresh case studies that demonstrate the value of service design across service ecosystems.Who Should Read This BookIf youre involved in business, this second edition of Service Design will help you gain knowledge about how best to serve your customers. The following people would find it especially beneficial:Service designersUser experience designers, graphic designers, or any type of designerProduct and project managersLeaders of organizationsMarketing peopleCustomer service representativesTakeawaysIf youre new to service design, this book will help you:Uncover the true meaning of service design.Learn how services differ from products.Prototype different service experiences.Measure services and journeys.Make the case for return on investment to an organization with service design.Deploy service design in a business.Show how to design with people, not for them.Understand how to work across time and multiple touchpoints.

Produkt-Details

• Erscheint lt. Verlag: 21.10.2025
• Vorwort: Jeff Gothelf
• Sprache: englisch
• Themenwelt: Sachbuch/Ratgeber ► Freizeit / Hobby ► Kreatives Gestalten
• Schlagworte: activity flows • Actor-Network Theory • backstage/frontstage • beta service • brand sheets • Business models • Business Story • Change Portfolio • channel summaries • Citizen Centric Police Initiative • Citizen Involvement Team • co-design workshops • company insights • Complex Systems • consumer experience and life cycle • CRM • CSat measure • cultural probes • customer-centric culture • Customer Experience • Customer Journeys • Customer Satisfaction • CX • design objects • desirable, feasible, viable diagram • Desk Research • diary studies • Digital Services • Digital transformation • discussion prototypes • ecosystem language • end-to-end experience • executive level blueprint • expectation gap • experience prototyping • exploratory research • Extreme Customer Orientation program • Fleet Management • flow diagrams • fly-on-the-wall method • frontline staff • frontstage/backstage metaphor • General Data Protection Regulation (GDPR) • generative research • Goodhart's law • group interviews • harm, caused by public services • healthcare design evaluation • inclusive access • in-depth interviews • Industrial Design • industrial mode • Informed Consent • journey details • journey maps • journey stages • journey summaries • Key Performance Indicators • KPI • limits to growth report • line of visibility • lived experts • Longitudinal Studies • management-driven change • market and competitor analysis • measurement of services • networks of relationships • onboarding process • opportunity stories • Organizational change • Organizational chart • Outcome measurement • participant observation • participation prototypes • Participatory Design • performance of service • personalization of services • phase and step summaries • Qualitative research • relational experiences • remote interviews • restaging touchpoints • sampling matrix • service architecture • service blueprints • Service Design • service ecologies • service proposition • Service thinking • simulation prototypes • Stakeholder interviews • sustainable service • systems thinking • touchpoints • trust with insurance company • User Experience • UX • value exchange model
• ISBN-13: 9781959029960 / 9781959029960