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This Is Service Design Doing: Applying Service Design Thinking in the Real World Spiral-Bound |

Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider

★★★★☆+ from 101 to 500 ratings

$41.97 - Free Shipping

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.

Publisher: Ingram Publisher Services
Original Binding: Trade Paperback
Pages: 567 pages
ISBN-10: 1491927186
Item Weight: 2.7 lbs
Dimensions: 9.1 x 2.0 x 7.4 inches
Customer Reviews: 4 out of 5 stars 101 to 500 ratings
Marc Stickdorn is a trainer and consultant for service design thinking from Germany. With a background in strategic management and information systems, he supports organisations to build up knowledge in the field of service design and helps them to sustainably integrate service design into their structures. Marc guest lectures at various business and design schools and co-founded smaply, a software company developing web-based solutions to sustainably implement service design in organisations. Recently, he co-founded ExperienceFellow, a tool to gain genuine customer insights through mobile ethnography. Marc is editor and co-author of the seminal service design book This is Service Design Thinking.