'This is Service Design Thinking' is a groundbreaking exploration of how to craft exceptional services through innovative design principles. Authors Marc Stickdorn and Jakob Schneider reveal the essential tools and methods that can transform the customer experience in today's rapidly evolving marketplace. With practical examples and engaging visuals, this book invites readers to rethink traditional service delivery and embrace a collaborative, user-centered approach. Dive into the world of service innovation and discover how creative problem-solving can unlock new opportunities for businesses. Will you accept the challenge to rethink the way we approach service design?
By Marc Stickdorn, Jakob Schneider
Published: 2012
""Designing services isn't just about the end result; it's about understanding the journey and crafting experiences that resonate with people at every touchpoint.""
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.
Showing 8 of 22 similar books
Chris Do is a renowned designer, entrepreneur, and educator, best known for his influential work in the fields of design and business strategy. As the founder and CEO of The Futur, an online education platform, he has revolutionized the way creative professionals learn about design, branding, and entrepreneurship. Do's contributions extend beyond education; his insightful writings on design thinking and business acumen have garnered a global following. Additionally, he has received numerous accolades for his innovative approach to design and his commitment to empowering the creative community. Through his books, articles, and speaking engagements, Chris Do continues to inspire and mentor the next generation of designers and entrepreneurs.
Andy Budd is a renowned author and user experience (UX) designer, best known for his influential work in the field of web design. He co-authored "CSS Mastery: Advanced Web Standards Solutions," which has become a seminal text for web developers worldwide. As a founding partner of the consulting firm Clearleft, Budd has made significant contributions to advancing UX design practices. He is also a sought-after speaker at design conferences and an active advocate for the design community. Through his writing and leadership, Budd continues to shape the future of digital design.
Jordan Hughes is a celebrated author known for their compelling narratives and richly developed characters. Their debut novel, "Echoes of Tomorrow," won the prestigious Man Booker Prize, marking a significant milestone in contemporary fiction. Hughes's work often explores themes of identity, resilience, and the human condition, earning them critical acclaim and a dedicated readership. In addition to their novels, Hughes has contributed thought-provoking essays to major literary journals, further solidifying their influence in the literary world. Their innovative storytelling continues to inspire and captivate audiences worldwide.
Julie Zhuo is a product design expert and author, best known for her work as the Vice President of Product Design at Facebook, where she played a key role in shaping the platform's user experience. Zhuo is also the author of the best-selling book The Making of a Manager, which offers insights into leadership and team management, especially for first-time managers. She is passionate about helping people navigate the complexities of leadership and product development. Since leaving Facebook, Zhuo has continued to focus on writing, advising, and mentoring leaders in the tech industry. Her expertise in design and management has made her a respected voice in Silicon Valley.
Brett Adcock is an entrepreneur and co-founder of Archer Aviation, an electric vertical takeoff and landing (eVTOL) company focused on revolutionizing urban air mobility. Prior to founding Archer, Adcock co-founded Vettery, a talent marketplace that connects companies with job seekers using data-driven matching technology, which was later acquired by the Adecco Group. At Archer, Adcock is working to build the future of transportation with electric aircraft designed for short-distance flights in urban areas. His vision for the future of air travel has made him a key player in the growing eVTOL and aviation technology industries.
Andrew Chen is a venture capitalist, entrepreneur, and thought leader in growth marketing, currently serving as a general partner at Andreessen Horowitz. Chen is known for his expertise in network effects, viral growth strategies, and marketplace dynamics, making him a sought-after advisor for startups looking to scale. Prior to joining Andreessen Horowitz, he worked in leadership roles at Uber, helping to grow the ride-sharing platform’s user base and develop key growth strategies. Chen is also a prolific writer, sharing his insights on growth, technology, and startups through his popular blog and newsletter, which has attracted a loyal following in the tech community. His work has helped shape how many startups approach user acquisition, retention, and product-market fit. As a venture capitalist, Chen focuses on early-stage companies in the consumer internet, SaaS, and marketplace sectors, and he has been involved in funding and advising several successful startups. His insights on technology and growth continue to influence both founders and investors alike.
Julian Shapiro is a renowned writer and entrepreneur, acclaimed for his insightful essays on personal growth and marketing strategies. He is the author of "The Julian Shapiro Collection," a compilation of his most impactful writings that have garnered a wide readership online. Shapiro co-founded the growth marketing agency Bell Curve, where he has helped numerous startups achieve exponential growth. His work often blends practical advice with deep philosophical inquiries, making complex subjects accessible to a broad audience. Through his prolific writing and entrepreneurial ventures, Julian has become a key figure in the intersection of business and self-improvement literature.
Gretchen Rubin is a bestselling author and happiness expert, best known for her books The Happiness Project and Better Than Before. She explores the science of habits, happiness, and human behavior, helping readers improve their everyday lives. Gretchen’s popular podcast, Happier with Gretchen Rubin, offers practical advice and personal anecdotes to cultivate a more joyful and meaningful life. Her work emphasizes small, daily changes that can lead to long-term well-being. She continues to be a sought-after speaker on topics of happiness and habit formation.
Showing 8 of 12 related collections
“"Designing services isn't just about the end result; it's about understanding the journey and crafting experiences that resonate with people at every touchpoint."”
This is Service Design Thinking
By Marc Stickdorn, Jakob Schneider
Discover a world of knowledge through our extensive collection of book summaries.
Marc Stickdorn is a prominent author and service design expert, known for his influential work in the fields of user experience and service innovation. He is best recognized for his co-authored book 'This is Service Design Thinking,' a comprehensive guide that merges theory with practical tools for enhancing service design. Stickdorn's writing style is characterized by clarity and a focus on actionable insights, making complex concepts accessible to a wide audience. His contributions have significantly shaped the discourse around service design, inspiring practitioners and students alike to rethink the way services are created and delivered.
Jakob Schneider is a contemporary author known for his compelling narratives and intricate character development. His notable works include the thought-provoking novel 'The Echoes of Tomorrow' and the critically acclaimed short story collection 'Fleeting Shadows'. Schneider's writing style is characterized by lyrical prose and a profound exploration of human emotions, often weaving themes of identity and resilience into his storytelling. He has garnered recognition in literary circles for his ability to create immersive worlds that resonate with readers across diverse backgrounds.
Key information about the book.
Buy on Amazon
Buy via BookShopSupport local bookstores: BookShop gives a portion of each sale to independent bookshops!
In '우리아이 첫 해외여행', author 전혜원 takes readers on an exhilarating journey through the eyes of a child experiencing their first international trip. The book beautifully captures the wonder and excitement of discovering new cultures, foods, and landscapes. With each page, children and parents alike are invited to explore the power of curiosity and adventure. Seamlessly blending travel tips with captivating storytelling, it inspires families to embark on their own global adventures. Will this be the first of many journeys, or the beginning of a lifelong passion for exploration?
In 'The Design of Everyday Things', Don Norman reveals the hidden principles behind effective design that shapes our everyday interactions. He explores the psychological underpinnings of how we perceive and interact with objects, highlighting the importance of usability and user-centered design. Through captivating examples, Norman illustrates how poor design can lead to frustration, while thoughtful design enhances our experience. This book challenges readers to rethink the functionality of everyday items, making them consider the design choices behind the objects they encounter. Ultimately, it invites us to demand better designs that cater to our needs, making the mundane extraordinary.
In 'Don't Make Me Think, Revisited', Steve Krug presents a timeless guide to web usability, challenging the notion that users read websites thoroughly. With humor and clarity, he emphasizes the importance of intuitive design, advocating that simplicity trumps complexity. Krug's insights encourage designers to prioritize user experience, making navigation as effortless as possible. Through practical examples and actionable advice, he unveils common pitfalls to avoid. This essential read will transform the way you think about designing websites and engaging users—are you ready to rethink your approach?
In '100 Things Every Designer Needs to Know about People,' Susan Weinschenk unveils essential psychological principles that can enhance design effectiveness. With insights drawn from cognitive science, the book explores how people perceive, interact with, and make decisions about design. From the nuances of color perception to the importance of empathy in user experience, Weinschenk offers practical strategies for designers. Each principle is supported by fascinating research, making the content both informative and engaging. This enlightening guide equips designers to create more intuitive and user-friendly experiences, sparking curiosity about the intersection of psychology and design.
No summary available
In 'Gamification by Design', the authors explore the art and science of integrating game mechanics into non-game contexts to enhance user engagement and motivation. They uncover the psychology behind what makes games addictive and how these principles can be applied to real-world scenarios. Through practical case studies and actionable frameworks, the book reveals how gamification can be a catalyst for innovation and user loyalty. Are you ready to unlock the secrets of game mechanics and transform your projects? Dive into this insightful read to discover how to design experiences that captivate and retain users!
'Business Model Generation' is a revolutionary guide that transforms the way we think about business models. Using innovative visual tools, the authors present a framework that encourages creativity and collaboration among entrepreneurs and organizations. Through real-world examples and case studies, this book unveils the secrets behind successful companies and their unique value propositions. The engaging design and practical strategies make complex concepts accessible to everyone, from startup founders to corporate leaders. Dive into this essential resource and discover how to create, innovate, and evolve your own business model to thrive in today's dynamic markets.
In 'Accessibility for Everyone', Laura Kalbag reveals the fundamental importance of inclusivity in design and technology. With practical tips and real-world examples, she empowers readers to embrace accessibility as a shared responsibility. Kalbag challenges common misconceptions, urging designers to consider the diverse needs of all users. This book is not just a guide; it's a call to action for creating a truly inclusive digital world. Discover how small changes can make a monumental impact on the lives of millions.
Download our mobile app to enjoy your favorite books on the go. Get access to exclusive features, offline listening, and personalized recommendations.
