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Find on Bookshop.orgThe short version
A hands-on service design reference with methods, workshop formats, and case studies for improving services.
- Category
- UX / Design
- Recommendation
- Recommended
Where it helps
Problems this book can help with.
- 01 Designing touchpoints without considering the full service
- 02 Siloed thinking that creates fragmented experiences
- 03 Not knowing how to facilitate design workshops
- 04 Struggling to implement service improvements
- 05 Lack of practical tools for service design
Main ideas
What I took from it.
- 01 Core principles and mindset of service design
- 02 Research methods for understanding service experiences
- 03 Ideation and prototyping techniques for services
- 04 Facilitating effective design workshops
- 05 Implementing and measuring service improvements
My review
Why I recommend it.
The follow-up to “This Is Service Design Thinking” focuses on practical application. Its 500-plus pages collect methods, workshop formats, and case studies in one place.
I recommend it to teams that need to look beyond a single interface and improve the service around it.