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This is Service Design Thinking: Basics - Tools - Cases Hardcover – February 1, 2011

ISBN-13: 978-9063692568 ISBN-10: 9063692560 Edition: 0th

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Product Details

  • Hardcover: 376 pages
  • Publisher: BIS Publishers (February 1, 2011)
  • Language: English
  • ISBN-10: 9063692560
  • ISBN-13: 978-9063692568
  • Product Dimensions: 1.3 x 7.3 x 9.4 inches
  • Shipping Weight: 2.4 pounds
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (33 customer reviews)
  • Amazon Best Sellers Rank: #423,433 in Books (See Top 100 in Books)

Editorial Reviews

From the Back Cover

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: This is service design thinking.

A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals. Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services. Additionally, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in a philosophical context.

About the Author

Editors: Marc Stickdorn (A) & Jakob Schneider (GER)

Co-editors (in alphabetical order): Fergus Bisset (UK), Luke Kelly (NL), Bas Raijmakers (NL), Geke van Dijk (NL)

Authors (in alphabetical order): Kate Andrews (UK), Beatriz Belmonte (E), Ralf Beuker (GER), Fergus Bisset (UK), Kate Blackmon (UK), Johan Blomkvist (SE), Simon Clatworthy (NO), Lauren Currie (UK), Sarah Drummond (UK), Jamin Hegeman (USA), Stefan Holmlid (SE), Luke Kelly (NL), Lucy Kimbell (UK), Satu Miettinen (FI), Asier Pérez (E), Bas Raijmakers (NL), Jakob Schneider (GER), Fabian Segelström (SE), Marc Stickdorn (A), Renato Troncon (IT), Geke van Dijk (NL), Arne van Oosterom (NL), Erik Widmark (S)

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Customer Reviews

Some are very good, while others contain too much shallow talk.
EastWest
While there are case studies, they serve to repeat what methods they used to solve problems but not much on what other creative ways they used to apply the methods.
Alexis
I'd recommend this book to anyone who consider himself/herself any kind of designer, or someone who has anything to do with design.
Noah Fang

Most Helpful Customer Reviews

15 of 15 people found the following review helpful By Antonno Versteeg on April 13, 2011
Format: Hardcover
A good introduction to the fairly new field of "Service Design", this book is more a less a motivation to start doing things. Through interesting case studies and short articles by various contributors, many aspects of Service Design are brought forward, followed up by a section dedicated to the tools service designers use within their profession.

Especially this section makes the book valuable to me as it presents in print an overview of many methods and tools that may be encountered 'in the wild' during projects, all laid out in the book in such a way that it is easy to use them on-site during sessions or meetings.

I think that for the academic reader the book will perhaps not dive deep enough into the discourse about the value and meaning of Service Design (and Design Thinking), but I definitely recommend this book to people that are working within the field or are interested in the subject. The practical and concise approach stimulates the reader to apply the mentioned tools within own projects and use the case studies to get inspiration.
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11 of 12 people found the following review helpful By Laura J Keller on September 19, 2011
Format: Hardcover Verified Purchase
If you're like me, you have a mini-library of those user experience books that are most meaningful to you. I've recently finished reading what is now the latest addition to my own professional mini-library: This Is Service Design Thinking, by Marc Stickdorn, Jakob Schneider, and numerous collaborators and co-authors. This book is likely to become the quintessential service design textbook for students, educators, and professionals alike.

The book covers a non-definition definition of service design, explaining that it's really the successful amalgamation of various fields (including but not limited to interaction, product and graphic design and operations management). It is quite refreshing to see the lack of a solid statement for what service design is as we designers tend to belabor definitions of our disciplines and sub-disciplines to a fault.

The authors then proceed to explain a framework for what service design is through 5 principles. As an advocate for simplicity, I'd further coalesce the five principles that the book presents. Service design places importance on

1) people--both customers and service providers
2) participatory, ethnographic processes and approaches
3) tangible, visualized design artifacts

The remainder of This Is Service Design Thinking covers the following topics in discreet sections:

- Who are service designers?
- What is the process that service designers follow?
- What are examples of tangible deliverables, tools, and case studies that result from the service design process?

The content, visuals, layout, flow and overall book design are incredibly effective and actionable and I'd recommend it to anyone in the field of design who is interested in exploring how the service economy will intersect with the work you do.
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10 of 13 people found the following review helpful By Pedro Queiros on July 5, 2011
Format: Hardcover
The book is very easy to read and can teach you the basics of service design very easily in the first third. Then, even if you are a more advanced Service Designer, you will still learn a lot of cool things in the second third with 25 practical tools to help you design services. Finally a lot of experience to share in the last third of the book with real life cases! Great book for who wants to learn what is Service Design!
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4 of 5 people found the following review helpful By EastWest on August 21, 2012
Format: Paperback
I was really excited about reading this book, but definitely was disappointed for two reasons: it's not clear for whom this book is written and it lacks coherent quality content.

This book falls short as it lies in between two categories:
* It's too concise and fragmented to be a good introduction to people who know nothing about service design.
* It's too shallow for experts. The cases were lacking depth and the description of service design techniques were far too brief.

The variety of authors reflects itself in the different quality of the chapters. Some are very good, while others contain too much shallow talk.

This means I am still looking for a good overview book of service design, as this one isn't it.
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2 of 2 people found the following review helpful By L on August 12, 2013
Format: Paperback Verified Purchase
Great concept, but I think it should have been more of a manual than a toolbox. I don't think the examples they provided were detailed enough. Felt like the book didn't deliver what it could have.
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2 of 2 people found the following review helpful By J. Kevin Tugman on December 30, 2012
Format: Paperback Verified Purchase
If you have ever wanted to understand creative thinking and problem solving - this is a good text book. Insightful, useful, and engaging the entire way through.
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2 of 2 people found the following review helpful By rohnjaymiller on December 19, 2012
Format: Paperback Verified Purchase
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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2 of 2 people found the following review helpful By Shallowred on May 2, 2012
Format: Paperback Verified Purchase
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.
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