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Presents an action-oriented book for managers and entrepreneurs searching ways to tackle issues they face in terms of developing and delivering services. The book focuses on service organizations, but has a broad interpretation of what services are. It introduces specific methods, reviews their strengths and limitations.
Lucy Kimbell: Lucy Kimbell is Associate Fellow, Said Business School, University of Oxford, where she has been teaching strategic design and design thinking to MBAs since 2005. She also is a principal research fellow at Central Saint Martins, University of the Arts, London where she is developing an MBA. As an academic researcher Lucy has published more than 25 journal articles, book chapters and essays on design thinking and service design. For many years, Lucy has taught design students at leading schools such as the Royal College of Art and Parsons The New School for Design. Her artwork has been exhibited internationally including at TED Global. Lucy has consulted for firms including Deutsche Bank, Vodafone, the BBC and numerous social enterprises through her work as fellow at The Young Foundation. Lucy originally studied Engineering Design and Appropriate Technology, and she has an MA Computing in Art and Design. Her PhD explores intersections between design and the social sciences. Expertise: *Service design*Design-led innovation*Interdisciplinary collaboration