This Is Service Design Thinking 在线下载 pdf mobi 2025 epub 电子版

How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

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Marc Stickdorn (Austria; http://thisisservicedesignthinking.com; www.destinable.com) is co-founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools. He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation. His main areas of interest are service design and strategic marketing management particularly in a tourism context.

Jakob Schneider (Germany) is a graphic designer based in Germany.

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书籍介绍

How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

• 作者：小透明 发布时间：2022-03-06 12:51:32

  絮絮叨叨的老八卦了，心胸不够开阔，艺术有一定成就不能否认，但还是沪上小市民。

• 作者：Wilson 发布时间：2018-06-16 15:36:39

  教科书，前半部分还可以。又读了一遍：5 principles，AT-ONE（Actor，touchpoint，offering，need，experience），tool box等。就是太啰嗦了

• 作者：香蒲 发布时间：2019-11-12 03:07:31

  iterative four steps : exploration(discover) , creation(concept design) , reflection(prototype) ,implementation . ATONE:actors, touchpoints , offerings, needs, experience. stakeholder maps, service safaris , shadowing, customer journey maps, contextual interview, the 5 why's , cultural probes , mobile ethnography , a day in the life, expectation..

• 作者：米花 发布时间：2022-02-13 20:16:57

  了解一些基础概念，服务设计随着社会、环境、硬体的进步，用户的消费观念和行为的改变，一些方法或实践部分，在现今看来有点不适用，但是对服务设计的思维，是很好的启发。

• 作者：方舟K][NGofARK 发布时间：2014-10-28 23:35:29

  An ambitious take to advance the discipline of service design.

• 作者：濯希 发布时间：2023-06-13 03:13:32

  B 读这个书一点儿感觉都没有，没什么想法。可能目前不适用。那放一放，等需要再看看…

• 教给学生未来——老师的最高境界

  作者：卡片王子 发布时间：2013-01-20 21:44:23

  老师教学生的四个阶段

  教自己知道的

  教自己不知道的

  教学生不太会知道的

  教学生未来的东西

  服务设计就是

  在交互设计 用户体验大行其道的中国，5年之后服务设计终将姗姗来迟。

  见过这本书的作者Jamin

  他是一个诗人 设计总监

  2013.1.20 PM10:40 Lab

  早就要写点东西 一直没操心

  想来5年之后这里一定会很热闹

  立字为据

• 服务设计这个词啥时会过气？

  作者：colobigbow 发布时间：2019-02-02 07:17:06

  我这个书评就是自掘坟墓。掘一次也没关系吧。

  我的博士论文号称是写‘服务设计’的。教授们的评价都是‘为服务设计领域做出了卓越贡献’。但是，我关于服务设计的文献，一个也没有。

  我教了好几年的研究生阶段的服务设计的课，给学生辅导的项目也都是服务设计。接的客户商业项目号称是服务设计项目。

  但是！！但是！关于服务设计的书和文章，比如这本书，我一直都是读不懂。或者就是读了也记不住，或者就是读完一脸黑色问号脸‘这个为啥叫服务设计’。

  这么多年，一直是这个样子。别人造出和用这个概念，一定有自己的道理和尊崇的使命。哎，大概是我和这个设计概念没有缘分吧。

  这么多年，我也一直叹着，‘服务设计’这个词啥时过气啊？