Marc Stickdorn

Jakob Schneider

Adam Lawrence

Markus Edgar Hormess

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 disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Applying Service Design Thinking in the Real World

This Is Service Design Doing

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 disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Applying Service Design Thinking in the Real World: A Practitioners' Handbook

In this book, you'll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation. This is the print version of the method companion to the book This Is Service Design Doing (#TiSDD). It includes the same content that you can find free on the book website, tisdd.com, but nicely revisualized and presented in a professional bound format. Caveat: While methods are the building blocks of a service design process, owning a pile of bricks does not make you an architect or even a bricklayer. Success in doing service design certainly requires a mastery of these methods. However, you must also be able to combine them into a process that fits the context and needs of your organization and guide people through this new way of working. This book only contains the building blocks--the methods. It doesn't detail how to assemble them into a cohesive design process or how to plan or manage it. Neither does it describe why people should invest in service design nor explain how to bring service design to life in your organization. For all of this (and more), please read This Is Service Design Doing.

A Companion to This Is Service Design Doing

This Is Service Design Methods

Markus Hormess

Gods and Monsters

Have you ever felt bored of your life? Wish there was something more? You'll wish you hadn't. Felicity Hannigan & Treymane Boen are shop workers in the local supermarket. Doing their best to navigate the social minefield's & responsibilities of modern life. Unlikely heroes you might think. But when they stumble across a magical and enchanting secret kept hidden from the world for thousands of years, all that changes in the blink of an eye. But all things come with a price. Tremayne and Felicity quickly find themselves well in over their heads - and when the fate of the entire world rests upon their unlikely shoulders, they have to think outside of The Magic Box. Magic Box is the debut fantasy novel by Adam Lawrence. Adam, who also is an accomplished artist and designer, is a young writer from Croydon, England. Writing Sci-Fi, fantasy & horror is his life.

Adam Lawrence

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