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This is service design thinking : basics, tools, cases / editors, Marc Stickdorn and Jakob Schneider.
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Title:This is service design thinking : basics, tools, cases / editors, Marc Stickdorn and Jakob Schneider.
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Other Contributors/Collections:Stickdorn, Marc.
Schneider, Jakob.
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Published/Created:Hoboken, N.J. : Wiley, ©2011.
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Holdings
Holdings Record Display
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Location:
c.1
Temporarily shelved at DAVID LAM LIBRARY reserve collectionWhere is this?
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Call Number: HD9980.5 .T45 2011
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Number of Items:1
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Status:Available
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Location:
c.1
Temporarily shelved at DAVID LAM LIBRARY reserve collectionWhere is this?
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Library of Congress Subjects:Service industries--Management.
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Description:373 p. : ill. (some col.) ; 24 cm.
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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.
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Notes:Originally published: Amsterdam: BIS, 2010.
Includes bibliographical references and index.
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ISBN:9781118156308 (pbk.)
1118156307 (pbk.)
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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.