This Is Service Design Thinking
Basics, Tools, Cases
Wiley · Print & ebook · January 11, 2012
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.
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- Who it’s for
- Explore how the details of a service shape customer experience, from payment options to staff interactions.
- Themes
- Service design, Customer experience, Customer-provider interactions
- Genres
- Product Design, Marketing, Service Industry
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Start with this bookAbout this book
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.
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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.
Small Details, Better Service
Explore how the details of a service shape customer experience, from payment options to staff interactions.
Come here for
- A practical look at what makes similar services feel different
- Tools and real-life cases alongside the fundamentals
Expect
- Three sections: basics, tools, and cases
- A one-page canvas for sketching a service and its stakeholders
Where it sits
| Marketing | 40% |
|---|---|
| Service Industry | 28% |
| Product Design | 22% |
Percentages are BookFrontier’s reading of the book.
Publisher categories
- Business & Economics
- Why People Buy
- Marketing Research
- Authors
- Marc Stickdorn, Jakob Schneider
- Publisher
- Wiley
- Published
- January 11, 2012
- Format
- Print & ebook
- Theme
- Service design · Customer experience · Customer-provider interactions
- Reading lane
- Business & Economics