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This is Service Design Doing by Adam Lawrence, Marc Stinkdorn, Markus Edgar Hormess, Jakob Schneider (Paperback, 2018)

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He is co-founder and partner of WorkPlayExperience, and award-winning co-initiator of the Global Service Jam - the world's biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam.

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Product Information

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.

Product Identifiers

PublisherO'reilly Media, INC International Concepts USA
ISBN-139781491927182
eBay Product ID (ePID)228909485

Product Key Features

Number of Pages500 Pages
Publication NameThis Is Service Design Doing
LanguageEnglish
SubjectComputer Science
Publication Year2018
TypeTextbook
AuthorAdam Lawrence, Marc Stinkdorn, Markus Edgar Hormess, Jakob Schneider
FormatPaperback

Dimensions

Item Height239 mm
Item Weight948 g
Item Width186 mm

Additional Product Features

Country/Region of ManufactureUnited States
Title_AuthorAdam Lawrence, Jakob Schneider, Markus Edgar Hormess, Marc Stinkdorn

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This Is Service Design Doing: Using Research and Customer Journey Maps to Crea,
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