This is Service Design Doing

Marc Stinkdorn

  • Bindwijze: Dwarsligger
  • Taal: Engels
  • Categorie: Computers & Informatica
  • Uitgever: O'Reilly Media, Inc, Usa
  • ISBN: 9781491927182
Applying Service Design and Design Thinking in the Real World
Verschijningsdatum:januari 2018
Afmetingen:23,5 x 19,1 x 1,5 cm
Aantal pagina's:500 pagina's
Auteur:Marc Stinkdorn | Markus Edgar Hormess
Co-auteur:Markus Edgar Hormess
Co-auteur: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. Youll 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. Youll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.