24 July 2012

Book: This is Service Design Thinking

Be the first to share

This is Service Design Thinking: Basics – Tools – Cases
Edited by Marc Stickdorn and Jakob Schneider
BIS Publishers, 2011
376 pages
(Amazon link)

This is Service Design Thinking outlines a contemporary approach for service innovation. Service design and design thinking are lately evolving into buzz words for management and business consulting. This is Service Design Thinking strives to unveil the practical meaning behind these terms in everyday use. The book introduces this new way of thinking to beginners but also serves as a reference for professionals.

Although service design and design thinking in general recently gains vast interest by both business and research, until now there was no comprehensive textbook outlining the approach, including its background, process, methods and tools as well as contemporary case studies. A set of 23 international authors created this interdisciplinary textbook applying exactly the same user-centred and co-creative approach it preaches. “The unique visual language of This is Service Design Thinking extends the idea of a classic textbook. Based on workshops and contextual interviews using prototypes of this book, the reader is now supported with various visual aides to facilitate a pleasurable and effective reading experience” highlights Jakob Schneider, co-editor and graphic designer of the book.

Change is a constant: Innovative service concepts and ground-breaking business models outrun established products and services. Social media empowers customers and cause an overdue shift of companies from classic advertisement towards service quality and customer experience. Social media as the customer’s megaphone broadcasts the perceived service experience to a growing audience. Thus, the perceived experience becomes the key factor for success of both new and established offerings. This entails business opportunities particularly for small- and medium sized companies, since customer recognition does not necessarily rely on mere market share anymore.

“The strength of service design thinking is that it is not a defined and thus restricted discipline, but rather a common approach and process including various tools and methods rooted in different disciplines from design to engineering, from management to marketing.” explains Marc Stickdorn, editor of This is Service Design Thinking. An appendant website to the book offers free downloads of ready-to-use tools such as the Customer Journey Canvas.

Be the first to share
4 July 2015
Videos online of KISD service design conference
On May 18th 2015 the Köln International School of Design (KISD) in Germany hosted the conference "Service Design – Redefining the Meaning of Design". Designers, companies and scientists shared insights on theory and practice of Service …
1 July 2015
[Book] Drawing Energy
Drawing Energy: Exploring perceptions of the invisible Authors: Flora Bowden, Dan Lockton, Rama Gheerawo and Clare Brass. Editor: Rama Gheerawo. Royal College of Art, London, 2015 Free download - Free printed copy Abstract Drawing Energy describes a drawing-based research project …
22 June 2015
[Book] Misbehaving: The Making of Behavioral Economics
Misbehaving: The Making of Behavioral Economics by Richard H. Thaler W. W. Norton & Company May 2015, 432 pages Richard H. Thaler has spent his career studying the radical notion that the central agents in the economy are humans—predictable, …
19 June 2015
Nesta report and case studies on people-centred smart cities
For smart cities to reach their full potential, they need to focus on the citizens living in them, not just technology, write researchers Tom Saunders and Peter Baeck of Nesta, the UK innovation charity Traditionally, smart …
13 June 2015
[Book] Designing Connected Products
Designing Connected Products: UX for the Consumer Internet of Things By Claire Rowland, Elizabeth Goodman, Martin Charlier, Ann Light, Alfred Lui O'Reilly Media, May 2015 726 pages [Amazon link] Abstract Networked thermostats, fitness monitors, and door locks show that the Internet …
17 May 2015
[Book] Anthropologist explores the many faces of Anonymous
Hacker, Hoaxer, Whistleblower, Spy: The Many Faces of Anonymous by Gabriella Coleman Verso Publishers November 2014 Hardback, 464 pages Abstract Half a dozen years ago, anthropologist Gabriella Coleman set out to study the rise of this global phenomenon just as some …
16 April 2015
Putting technology in its place
Kentaro Toyama is a former Microsoft Research Executive and now an associate professor at the University of Michigan. Toyama calls himself “a recovering technoholic”—someone who once was “addicted to a technological way of solving problems.” …
15 April 2015
The woes of a corporate anthropologist [Novel]
Satin Island: A novel by Tom McCarthy Knopf, 2015 From the author of Remainder and C (short-listed for the Man Booker Prize), and a winner of the Windham-Campbell Literature Prize, comes Satin Island, an unnerving novel that promises …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

See all articles