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    This is service design thinking : basics, tools, cases / editors, Marc Stickdorn and Jakob Schneider.

    • Title:This is service design thinking : basics, tools, cases / editors, Marc Stickdorn and Jakob Schneider.
    •    
    • Other Contributors/Collections:Stickdorn, Marc.
      Schneider, Jakob.
    • Published/Created:Hoboken, N.J. : Wiley, ©2011.
    • Holdings

       
    • Library of Congress Subjects:Service industries--Management.
    • Description:373 p. : ill. (some col.) ; 24 cm.
    • Summary:"Twenty-three authors from the global service design community invested their knowledge, experience and passion to create this ... book. It introduces service design thinking to beginners and students, and will be a valuable resource for consultants, marketers, innovators and design professionals."--Cover.
    • Notes:Originally published: Amsterdam: BIS, 2010.
      Includes bibliographical references and index.
    • ISBN:9781118156308 (pbk.)
      1118156307 (pbk.)
    • Contents:Machine generated contents note: Design beyond the Design
      Crowdsourcing Map
      How to use this book
      What is Service Design?
      Definitions: Service Design as an inter-disciplinary approach
      5 Principles of Service Design Thinking: A dynamic language for a dynamic approach
      Marketing: Connecting with people, creating value
      Who are these Service Designers?
      Fields of Service Design
      Product Design: Developing products with service applications
      Graphic Design: Providing visual explanation
      Interaction Design: Services as a series of interactions
      Social Design: Delivering positive social impact
      Strategic Management: Why corporations do what they do
      Operations Management: The relentless quest for efficiency
      Design Ethnography: Taking inspiration from everyday life
      How does Service Design work?
      Tools of Service Design Thinking
      It Is an Iterative Process
      AT-ONE: Becoming AT-ONE with Your Customers
      What are the tools of Service Design?
      This is a Toolbox - not a Manual
      Stakeholder Maps
      Service Safaris
      Shadowing
      Customer Journey Maps
      Contextual Interviews
      Five Whys
      Cultural Probes
      Mobile Ethnography
      Day in the Life
      Expectation Maps
      Personas
      Idea Generation
      What if...
      Design Scenarios
      Storyboards
      Desktop Walkthrough
      Service Prototypes
      Service Staging
      Agile Development
      Co-Creation
      Storytelling
      Service Blueprints
      Service Roleplay
      Customer Lifecycle Maps
      Business Model Canvas
      Cases
      Applied Service Design
      Service Design Thinking in Practice
      NL Agency and Design Thinkers: Service Design for a governmental organisation
      Mypolice and Snook: Service Design for a public organisation
      Hello Change and Funky Projects: Service Design for an application process
      UPMC and Carnegie Mellon University: Service Design for a hospital
      SEB and Transformator: Service Design for a bank
      Deep Service Design thinking
      Deep Service Design Thinking
      Integrating Service Design Thinking and Motivational Psychology
      Service Design Research: Yesterday, today and tomorrow
      Service Design and Biophilia.
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