This is Service Design Thinking: Basics, Tools, Cases

This book is an amalgamation of thinking about service design from 15 of Europe's best designers. Service design as a cross-disciplinary design form is more advanced in Europe where it's been defined as a separate discipline for more than 25 years. now as "designing thinking" hits the US, "service design comes along with that group of ideas. But this book lays otu clearly and simply the customer-empathetic framework for service design projects, as well as the principles of the discipline. Then the book explains more than 30+ tools that can be used in service design projects. When it comes to design thinking I think if you're only buying one book, this is the book. Outstanding!

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Service Design Thinking is an emerging field that recognizes that the product design principles need counterparts in designing services for customers that are user centric; that are delightful, pleasurable, usable all the while serving utility to the customer.Understanding the value and the nature of relationships between people, organizations is central to designing services. Viewing your service through the customers’ eyes, and designing the experience to be consistent for the customer is the essence of service design thinking.Service Design methods and tools are ways for a business to gain a comprehensive, empathic understanding of customer needs. Service Design as a practice at consulting firms results in design of systems and processes aimed at providing a holistic service to the user.The best part of this book I liked is the set of cases discussed in the last section of the book. Includes service design projects in Europe by consulting firms of government institutions, a hospital, a bank among others. The cases explain the client’s context, the specific service design problem being tackled, and make references to the methods and tools that were used in solving the problem. For example:- using a emotional customer journey map while designing for a new service offering at a bank, to understand what are people really trying to achieve, how, and what do they use. What are they experiencing and feeling while trying to reach the desired outcomes.- using priority grids to identify issues that can be solved quickly with little effort and highest impact on customer creation at a hospitalThe other sections of the book cover the principles of Service Design, the participants (product designers, interaction designers, graphic designers, social designers, strategists, operational managers, design ethnographers ) and the principles of service design.The section on the tools for service design falls short. It lists all the popular design techniques – stakeholder maps, customer journey maps, personas, storyboards etc and few I haven’t been exposed to before. The explanations and examples are not adequate though. I have seen other books cover the methods and tools much more comprehensively.

This book provides a really good overview of a lot of techniques and skills involved in service design. Even better, the design of the book itself is simply stunning. There was a lot of thought put into how to organize this book and the information design. I've never enjoyed just flipping through pages or finding a section as much as I have with this book.Whether you're buying this for yourself or for someone you know, if you're interested in service design specifically or just design in general, you will find something to love in this book.

A book that make a union between a business thinking with creative thinking, using service design like glue. There is examples, articles inside that boost your thoughts about business and where you could to improve your service and your vision about how do you provides your service.The book itself can make you think about 'how you could to design better services' and it provides tools, thoughts and practice examples that help you collaboratively or alone, to look with empathic eyes for your customer. Highly Recommend.

One of the issues with Service Design, which we learn explicitly towards the end of this book, is that it lacks structure; that problem, however, applies to this book itself: it's difficult to know how to structure a book on an unstructured subject!That said, the book does an admirable job of describing the concepts and (as noted elsewhere in the reviews) of providing a description of the various tools / processes even while the authors admit there are no rules about when or where to use each.The case studies are useful and are sufficiently varied that most readers will find at least one where they can relate to the problems described and where they will have a frame of reference for the tools / processes used.I'd recommend it to the novice reader or to someone who is (or who may become) involved in a Service Design project within their organization.

I like to do the right things but also try to do them right. This book helps conceptualizing some simple techniques in ways that can bring new results. Sometimes the simples questions are the ones we never ask ourselves and our assumptions swamp the path of effectiveness by obstructing the real goals with red-tapes and conventional thinking. This book helps regaining the centre of the purpose. It helps understanding that every piece of the service is improvable.