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Full Description
In a world where customer expectations are higher than ever, delivering great service is no longer optional, it's essential. Service Design is your practical, visual guide to creating services that truly meet customer needs, from first interaction to the final outcome.
Whether you're working in IT, service management, UX, or digital transformation, this book equips you with proven frameworks and techniques from service science and design thinking. With a strong focus on real-world application, it features a running case study and highly visual examples to help you apply concepts immediately. This book encompasses thinking approaches that are holistic and encourage creativity and learning. In today's competitive world, service design is the professional discipline that is of increasing relevance and interest to organisations.
Perfect for professionals, teams, and educators, Service Design bridges the gap between theory and practice, empowering you to design innovative, customer-centric services that stand out in today's competitive landscape.
Contents
Chapter 1: The Service Design mindset
Chapter 2: Service Design and value
Chapter 3: The Service Designer role
Chapter 4: Generic Service Design techniques
Chapter 5: Situation investigation and problem analysis
Chapter 6: Feasibility assessment and business case development
Chapter 7: CX Analysis
Chapter 8: Service definition
Chapter 9: Service experimentation
Chapter 10: Service deployment
