Hylla
Titel och upphov This is service design thinking : basics, tools, cases
Utgivning, distribution etc. Wiley, Hoboken, N.J. : 2011
Utgivningsår
DDC klassifikationskod (Dewey Decimal Classification)
SAB klassifikationskod
Fysisk beskrivning 373 p. : ill. (some col.) ; 24 cm
Anmärkning: Allmän Originally published: Amsterdam: BIS, 2010.
Anmärkning: Bibliografi etc. Includes bibliographical references and index.
Anmärkning: Innehåll 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.
Term
ISBN 978-1-118-15630-8 (pbk.) 1-118-15630-7 (pbk.)
Antal i kö:
*00003665nam a22004217a 4500
*00137981
*00520170209030839.3
*008110306s2011 njua 001 0 eng c
*020 $a978-1-118-15630-8 (pbk.)
*020 $a1-118-15630-7 (pbk.)
*035 $a(SE-LIBR)12642801
*035 $a(Ko)42631
*040 $aUKMGB$beng$cUKMGB$dYBM$dNhCcYBP$dNhCcYME$dQ
*050 4$aHD9980.5$b.T45 2011
*08204$a658 $223
*084 $aQba$2kssb/8 (machine generated)
*24510$aThis is service design thinking :$bbasics, tools, cases /$c[concept and editing:] Marc Stickdorn, Jakob Schneider
*260 $aHoboken, N.J. :$bWiley,$c2011
*300 $a373 p. :$bill. (some col.) ;$c24 cm
*500 $aOriginally published: Amsterdam: BIS, 2010.
*504 $aIncludes bibliographical references and index.
*50500$aMachine generated contents note:$tDesign beyond the Design --$tCrowdsourcing Map --$tHow to use this book --$tWhat is Service Design? --$tDefinitions: Service Design as an inter-disciplinary approach --$t5 Principles of Service Design Thinking: A dynamic language for a dynamic approach --$tMarketing: Connecting with people, creating value --$tWho are these Service Designers? --$tFields of Service Design --$tProduct Design: Developing products with service applications --$tGraphic Design: Providing visual explanation --$tInteraction Design: Services as a series of interactions --$tSocial Design: Delivering positive social impact --$tStrategic Management: Why corporations do what they do --$tOperations Management: The relentless quest for efficiency --$tDesign Ethnography: Taking inspiration from everyday life --$tHow does Service Design work? --$tTools of Service Design Thinking --$tIt Is an Iterative Process --$tAT-ONE: Becoming AT-ONE with Your Customers --$tWhat are the tools of Service Design? --$tThis is a Toolbox - not a Manual --$tStakeholder Maps --$tService Safaris --$tShadowing --$tCustomer Journey Maps --$tContextual Interviews --$tFive Whys --$tCultural Probes --$tMobile Ethnography --$tDay in the Life --$tExpectation Maps --$tPersonas --$tIdea Generation --$tWhat if... --$tDesign Scenarios --$tStoryboards --$tDesktop Walkthrough --$tService Prototypes --$tService Staging --$tAgile Development --$tCo-Creation --$tStorytelling --$tService Blueprints --$tService Roleplay --$tCustomer Lifecycle Maps --$tBusiness Model Canvas --$tCases --$tApplied Service Design --$tService Design Thinking in Practice --$tNL Agency and Design Thinkers: Service Design for a governmental organisation --$tMypolice and Snook: Service Design for a public organisation --$tHello Change and Funky Projects: Service Design for an application process --$tUPMC and Carnegie Mellon University: Service Design for a hospital --$tSEB and Transformator: Service Design for a bank --$tDeep Service Design thinking --$tDeep Service Design Thinking --$tIntegrating Service Design Thinking and Motivational Psychology --$tService Design Research: Yesterday, today and tomorrow --$tService Design and Biophilia.
*650 0$aService industries$xManagement.
*650 7$aTjänsteföretag$2sao$0https://id.kb.se/term/sao/Tj%C3%A4nstef%C3%B6retag
*650 0$aService industries
*7001 $aStickdorn, Marc$4edt
*7001 $aSchneider, Jakob$4edt
*852 $cMAGASIN -$hIhb$lTHI
*950 $aServiceföretag$uTjänsteföretag
*950 $aTjänsteindustrier$uTjänsteföretag
*950 $aFöretag$wg$uTjänsteföretag
*950 $aIndustri$wg$uTjänsteföretag
*950 $aSkönhetssalonger$wh$uTjänsteföretag
^
Det finns inga omdömen till denna titeln.
Klicka här
för att vara den första som skriver ett omdöme.
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.