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This Is Service Design Doing: Applying Service Design Thinking in the Real World by [Stickdorn, Marc, Hormess, Markus Edgar, Lawrence, Adam, Schneider, Jakob]
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This Is Service Design Doing: Applying Service Design Thinking in the Real World 1st Edition, Kindle Edition

4.6 out of 5 stars 13 customer reviews

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Length: 500 pages Word Wise: Enabled Language: English

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Product description

Product Description

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.

About the Author

Marc Stickdorn is a trainer and consultant for service design thinking from Germany. With a background in strategic management and information systems, he supports organisations to build up knowledge in the field of service design and helps them to sustainably integrate service design into their structures. Marc guest lectures at various business and design schools and co-founded smaply, a software company developing web-based solutions to sustainably implement service design in organisations. Recently, he co-founded ExperienceFellow, a tool to gain genuine customer insights through mobile ethnography. Marc is editor and co-author of the seminal service design book This is Service Design Thinking.

Markus Edgar Hormess is a service innovator and organisational consultant from Germany. For years, the qualified scientist has worked in telecommunication, engineering, banking and IT fields, helping companies to innovate complex services while creating business value. He is co-founder and partner of WorkPlayExperience, and award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam. Together with Marc and Adam he is teaching service design at leading universities and business schools – like the MBA program at IE Business School, Madrid, or the School of Architecture and Design in Oslo (AHO).

Adam Lawrence is a customer experience consultant, comedian and actor with a background in psychology and the global automotive industry. For years he has used expertise gained in the world of theater, film and storytelling to help organisations understand human needs, become more creative and innovate faster. Adam is co-founder of WorkPlayExperience, a service design company with a uniquely theatrical approach. He is the award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam.

Jakob Schneider is an award-winning communication and service designer from Germany. He is partner and creative director of the design agency KD1. Among others, he won a Red Dot Award and the prestigious “Best of Show” award at the European Design Awards 2011. He guest-lectures service design at design schools, regularly gives talks and workshops on service design. He co-founded both Smaply and ExperienceFellow and is the leading designer of both companies. Jakob is designer, co-editor and co-author of the seminal service design book This is Service Design Thinking


Product details

  • Format: Kindle Edition
  • File Size: 51729 KB
  • Print Length: 541 pages
  • Simultaneous Device Usage: Unlimited
  • Publisher: O'Reilly Media; 1 edition (2 January 2018)
  • Sold by: Amazon Australia Services, Inc.
  • Language: English
  • ASIN: B078Z391QT
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Enhanced Typesetting: Not Enabled
  • Average Customer Review: Be the first to review this item
  • Amazon Bestsellers Rank: #130,561 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Most helpful customer reviews on Amazon.com

Amazon.com: 4.6 out of 5 stars 13 reviews
S. Au
3.0 out of 5 starsI wanted to love this book, but can't quite
28 August 2019 - Published on Amazon.com
Verified Purchase
2 people found this helpful
Frankie Abralind
5.0 out of 5 starsThe Urtext for Service Experience Design
23 January 2018 - Published on Amazon.com
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2 people found this helpful
Brian K. Seitz
5.0 out of 5 starsThis book is a follow-on to This is Service Design ...
31 March 2018 - Published on Amazon.com
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Shallowred
5.0 out of 5 starsA great follow up to This is Service Design Thinking
3 January 2019 - Published on Amazon.com
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Buck Bard
5.0 out of 5 starsGreat Book - Buy it somewhere else.
24 February 2018 - Published on Amazon.com
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One person found this helpful

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