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This is service design doing : applying service design thinking in the real world : a practioner's handbook / by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider.

Stickdorn, Marc (author.)
Hormess, Markus (author.)
Lawrence, Adam (author.)
Schneider, Jakob (author.)
ISBN 9781491927151
Publicerad: Sebastopol, CA : O'Reilly, [2018]
Engelska 1 online resource
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Innehållsförteckning Ämnesord
  • Intro; Copyright; Table of Contents; Preface; 01 Why Service Design?; 1.1 What Do Customers Want?; 1.2 The Challenges for Organizations; United Breaks Guitars; Why I Choose Service Design; 1.3 Why a Service Design Approach?; 02 What Is Service Design?; 2.1 Defining Service Design; 2.2 Different Views; 2.3 Origins and Progress; 2.4 What Service Design Isn't; 2.5 The Principles of Service Design, Revisited; Service design and service-dominant logic: A perfect match; The 12 Commandments of Service Design Doing; 03 Basic Service Design Tools; Tools vs. Methods; 3.1 Research Data. 
  • Assumption-based vs. research-based tools3.2 Personas; Boundary objects; 3.3 Journey Maps; Dramatic arcs; Steps, touchpoints, and moments of truth; 3.4 System Maps; Stakeholder terminology; 3.5 Service Prototypes; Service prototyping: This is how you learn, and always have; Physical evidences; 3.6 Business Model Canvas; 04 The Core Activities of Service Design; 4.1 In Seach of a Process for Designing a Service; Iterative and adaptive design in a VUCA world; 4.2 Core Patterns in the Design Process; Patience, young Padawan, your time will come. 
  • Adapt and iterative forward, or how to not go in circles4.3 Introducing the Core Activities of the TISDD Service Design Framework; 05 Research; Move Beyond Assumptions; 5.1 The Process of Service Design Research; Overt vs. covert research; Generic stages of a customer journey; Problem space vs. solution space; 05B Research Methods; 5.2 Methods of Data Collection; Desk Research; Self-Ethnographic Approach; Participant Approach; Non-Participant Approach; Co-Creative Workshop; 5.3 Methods of Data Visualization, Synthesis, and Analysis; 05C Research Cases. 
  • 5.4.1 Case: Applying Ethnography to Gain Actionable Insights5.4.2 Case: Using Qualitative and Quantitative Research in Service Design; 5.4.3 Case: Developing and Using Valuable Personas; 5.4.4 Case: Illustrating Research Data with Journey Maps; 5.4.5 Case: Current-State (As-Is) and Future-State (To-Be) Journey Mapping; 06 Ideation; Where Ideas Come From; 6.1 Ideas; 6.2 Decisions; Abductive thinking; 6.3 The Process of Ideation; Reflection out of action; The Kano model; 06B Ideation Methods; 6.4 Ideation Methods; 06C Ideation Cases; 6.5.1 Case: Opening the Design Studio to Your Customers. 
  • 6.5.2 Case: Co-Design with Hybrid Methods6.5.3 Case: Building on Solid Research; 6.5.4 Case: Mixed-Method Ideation; 6.5.5 Case: Supporting Creativity with Trigger Visuals; 07 Prototyping; Reducing Uncertainty; 7.1 The Process of Service Prototyping; Experiential aspects: Getting concrete; Wishlists and hostages; Two types of service prototyping: Direct experience vs. indirect imagination; Dealing with failure of prototypes and critique; 07B Prototyping Methods; 7.2 Prototyping Methods; From specialized approaches to your own living prototyping lab; 07C Prototyping Cases. 


Service industries  -- Management. (LCSH)
BUSINESS & ECONOMICS / Industrial Management.  (bisacsh)
BUSINESS & ECONOMICS / Management.  (bisacsh)
BUSINESS & ECONOMICS / Management Science.  (bisacsh)
BUSINESS & ECONOMICS / Organizational Behavior.  (bisacsh)
Service industries  -- Management. (fast)


Electronic books. 


HD9980.5 (LCC)
BUS (ämneskategori)
BUS (ämneskategori)
BUS (ämneskategori)
BUS (ämneskategori)
658 (DDC)
Qba (kssb/8 (machine generated))
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