'This is Service Design Thinking' is a groundbreaking exploration of how to craft exceptional services through innovative design principles. Authors Marc Stickdorn and Jakob Schneider reveal the essential tools and methods that can transform the customer experience in today's rapidly evolving marketplace. With practical examples and engaging visuals, this book invites readers to rethink traditional service delivery and embrace a collaborative, user-centered approach. Dive into the world of service innovation and discover how creative problem-solving can unlock new opportunities for businesses. Will you accept the challenge to rethink the way we approach service design?
By Marc Stickdorn, Jakob Schneider
Published: 2012
""Designing services isn't just about the end result; it's about understanding the journey and crafting experiences that resonate with people at every touchpoint.""
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.
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“"Designing services isn't just about the end result; it's about understanding the journey and crafting experiences that resonate with people at every touchpoint."”
This is Service Design Thinking
By Marc Stickdorn, Jakob Schneider
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Marc Stickdorn is a prominent author and service design expert, known for his influential work in the fields of user experience and service innovation. He is best recognized for his co-authored book 'This is Service Design Thinking,' a comprehensive guide that merges theory with practical tools for enhancing service design. Stickdorn's writing style is characterized by clarity and a focus on actionable insights, making complex concepts accessible to a wide audience. His contributions have significantly shaped the discourse around service design, inspiring practitioners and students alike to rethink the way services are created and delivered.
Jakob Schneider is a contemporary author known for his compelling narratives and intricate character development. His notable works include the thought-provoking novel 'The Echoes of Tomorrow' and the critically acclaimed short story collection 'Fleeting Shadows'. Schneider's writing style is characterized by lyrical prose and a profound exploration of human emotions, often weaving themes of identity and resilience into his storytelling. He has garnered recognition in literary circles for his ability to create immersive worlds that resonate with readers across diverse backgrounds.
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