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This is service design thinking

basics - tools - cases

2017 || Paperback || Marc Stickdorn e.a. || BIS Publishers

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 w...

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This is Service Design Doing

Applying Service Design Thinking in the Real World

2018 || Paperback || Marc Stinkdorn e.a. || O'Reilly

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disci...