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Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
- Sales Rank: #77403 in eBooks
- Published on: 2013-03-13
- Released on: 2013-03-13
- Format: Kindle eBook
Review
For anyone making the journey into the world of service design, this book, informed by its authors' hard-won knowledge and field experience, should be your first stop. --Jesse James Garrett, author of The Elements of User Experience
This book is a great introduction to service design by people who shaped this approach from its early years on. It explains many established tools and methods with encouraging real-life cases. The authors succeed in generating a mix of inspiring hands-on examples that motivates the reader to instantly try some of the methods, while its content is based on well-researched scholarly literature. --Marc Stickdorn, editor and co-author of This Is Service Design Thinking
An easy-to-read introduction to service design, with great examples from one of the world's leading service design agencies. A 'must read' for anyone who wants to become familiar with service design in theory, methods, and practice! --Prof. Birgit Mager, President, Service Design Network gGmbH
This book is a great introduction to service design by people who shaped this approach from its early years on. It explains many established tools and methods with encouraging real-life cases. The authors succeed in generating a mix of inspiring hands-on examples that motivates the reader to instantly try some of the methods, while its content is based on well-researched scholarly literature. --Marc Stickdorn, editor and co-author of This Is Service Design Thinking
An easy-to-read introduction to service design, with great examples from one of the world's leading service design agencies. A 'must read' for anyone who wants to become familiar with service design in theory, methods, and practice! --Prof. Birgit Mager, President, Service Design Network gGmbH
About the Author
The book is a collaboration between Andy Polaine and live|work founders, Ben Reason and Lavrans Løvlie. live|work are regarded as one of pioneers of Service Design as a discipline and one of the leading agencies working in service design and innovation. Their work and writing has been featured in numerous publications and books. Andy Polaine has many years' experience as an interaction designer and lecturer and now researches and teaches Service Design in Switzerland. He has also worked as a design journalist for over a decade.
Most helpful customer reviews
14 of 14 people found the following review helpful.
Great text, but many images and examples are not in English.
By D. Manders
If this review only took into account the text of the book, I'd give it five stars. I own a small, local service business with a few locations, and though this book is intended primarily for people interested in service design as a profession, I've found it very insightful as a business owner. My company is planning on expanding in the near future, and I'm incorporating a lot of the ideas and processes in this book into a refinement of our service proposition before we do. The text is clear and concise, and offers valuable insights for a small business owner looking to refine their offering and put themselves a level above their competition.
That said, the glaring shortcoming of this book is the photos/graphic examples. A significant portion of these come from one of the authors' work for Gjensidige, an insurance company in Norway. While there is nothing wrong with this—and in fact I like having a common thread of examples run through a text like this so it's easy to comprehend how different concepts are relative to the whole—the examples have not been translated into English. This is a serious, serious flaw and I can't understand how the publisher let this get through. There are numerous images from the company's website displayed in Norweigan, but if I visit the site myself Chrome knows it's not English and offers to translate it for me so it would have taken a minimal amount of work to display it as such in the book. I can only assume that the images were taken during the design work and reused in the book, which would be fine if they were in English, but in this case is downright lazy. An even more egregious example are the sample Channel Specifications on pages 125 and 126, which serve to provide more detail on specific touchpoints in the service blueprint. These are simply screenshots of text files—which one of the authors clearly has access to as it was his own work—which no one bothered to translate. The result is two full pages of graphic examples which can convey nothing to a non-Norweigan speaker other than: "A Channel Specification should be a series of paragraphs".
I hope that the authors and publishers fix this in future editions, as this is an otherwise excellent book. At the very least, while it doesn't excuse the oversight of giving English readers examples in Norweigan, it would be great if English language copies of these images and examples were made available on a website for owners of the current edition.
18 of 19 people found the following review helpful.
Simple and complete introduction to service design
By Maish Nichani
This book nicely unpacks service design for the practitioner. Other books on service design made the discipline look more complicated than what it really is.
Here's what I liked:
* The authors use case studies to explain concepts. The insurance case study in chapter 1 itself is worth the price of the book.
* Methods such as blueprinting and prototyping are discussed, but unlike other books, the authors nicely describe how to put the methods to use.
* The language is simple and easy to understand. I finished most of the book in one sitting.
* The book is complete. Stuff like selling, sustaining and measuring service design are also covered.
Here are a few of the many nuggets of wisdom I picked up from the book:
"Applying the same mindset to designing a service as to the design of a product can lead to customer-hostile rather than user-friendly results"
"The problem is that customers don't just care about individual touch points. They experience services in totality and base their judgement on how well everything works together to provide them with value."
"The most rewarding way to use the theatrical metaphor is to think about service as improvisational theatre. If you provide users and staff with a good 'stage' on which to interact, and give them well-defined roles, clear goals, and the necessary props, people are likely to make the most out of the situation and create great experiences together."
7 of 7 people found the following review helpful.
Great Book, clear, easy to understand with terrific examples
By Mark P. McDonald
Service Design is one of the best books I have read this year as it unpacks the jargon ladened discipline of service design. The term service design reflects an enhancement of products, services and experiences to reflect the competitive, digital and consumer powered world we face. How you design experience into a product, particularly from the customers point of view is a challenge and service design is one answer to that challenge.
The chapter structure of the book provides an illustration to the clarity, focus and actionability of the advice offered in this book. You will not be a 'service designer' after having read the book, but you can be a highly productive participant in a service design project.
Chapter 1: "Insurance is a service, not a product" provides an end to end case example of how service design applies to in a real market context.
Chapter 2: The nature of service design covers its development, evolution and basic way of thinking.
Chapter 3: Understanding people and relationships looks at the human element, across all actors, in setting expectations and creating experiences that drive effective services.
Chapter 4: Turning research into insight looks at tools and methods for taking qualitative input and quantitative data to create meaningful insight.
Chapter 5: Describing the service ecology recognizes that while 'the product stands alone' a service lives in the white space between multiple people and actors. Fans of "ecosystems' will enjoy this chapter.
Chapter 6: Developing a service proposition gets into the meat of the tools and techniques which are beautifully illustrated in the text.
Chapter 7: Prototyping service experiences is pretty self explanatory discussing the different techniques etc.
Chapter 8: Measuring services addresses one of the hot buttons of service design -- how do you know they are working?
Chapter 9: The challenges facing service design provides a look forward at the potential of service thinking to change business, society and commerce.
This book lays out the service design rational, basic process and major deliverables (service blueprint) in less than 200 pages. Polaine, Lovlie and Reason has written a book that is largely free of 'design' jargon and readily accessible to the business or technology professional. Overall this is an excellent book and highly recommended.
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