This is Service Design Thinking: Basics - Tools - Cases Hardcover – Feb 1 2011
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About the Author
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.--This text refers to the Paperback edition.
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Top Customer Reviews
I have a problem with how the book was put together and the writing.
The chapters were all done by separate individuals or groups and the works submitted should have gone through a more cohesive editing process because a bunch of problems came up. Un-introduced tools were mentioned, grammatical errors were left in, and the tone and writing style changes chapter by chapter.
The first section of the book includes some great chapters on service design through the lenses of other fields like operations management and graphic design. I didn't like the Product Design chapter though.
The quality of the cases found in the third section of the book varied in how each was introduced and in their tone. I think fact that they were written by the agencies highlighted reduced their quality, especially when the product or job done by the agency was highlighted more so than the service design lessons learned.
This book as a whole is halfway in between, sometimes unfortunately, Business Model Generation and Gamestorming.
Most Helpful Customer Reviews on Amazon.com (beta)
Especially this section makes the book valuable to me as it presents in print an overview of many methods and tools that may be encountered 'in the wild' during projects, all laid out in the book in such a way that it is easy to use them on-site during sessions or meetings.
I think that for the academic reader the book will perhaps not dive deep enough into the discourse about the value and meaning of Service Design (and Design Thinking), but I definitely recommend this book to people that are working within the field or are interested in the subject. The practical and concise approach stimulates the reader to apply the mentioned tools within own projects and use the case studies to get inspiration.
The book covers a non-definition definition of service design, explaining that it's really the successful amalgamation of various fields (including but not limited to interaction, product and graphic design and operations management). It is quite refreshing to see the lack of a solid statement for what service design is as we designers tend to belabor definitions of our disciplines and sub-disciplines to a fault.
The authors then proceed to explain a framework for what service design is through 5 principles. As an advocate for simplicity, I'd further coalesce the five principles that the book presents. Service design places importance on
1) people--both customers and service providers
2) participatory, ethnographic processes and approaches
3) tangible, visualized design artifacts
The remainder of This Is Service Design Thinking covers the following topics in discreet sections:
- Who are service designers?
- What is the process that service designers follow?
- What are examples of tangible deliverables, tools, and case studies that result from the service design process?
The content, visuals, layout, flow and overall book design are incredibly effective and actionable and I'd recommend it to anyone in the field of design who is interested in exploring how the service economy will intersect with the work you do.
This book falls short as it lies in between two categories:
* It's too concise and fragmented to be a good introduction to people who know nothing about service design.
* It's too shallow for experts. The cases were lacking depth and the description of service design techniques were far too brief.
The variety of authors reflects itself in the different quality of the chapters. Some are very good, while others contain too much shallow talk.
This means I am still looking for a good overview book of service design, as this one isn't it.