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This Is Service Design Thinking: Basics, Tools, Cases 9781118156308书籍详细信息
- ISBN：9781118156308
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2012-01
- 页数：384
- 价格：238.60
- 纸张：胶版纸
- 装帧：平装
- 开本：16开
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
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.
书籍目录：
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作者介绍：
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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原文赏析：
Service design is about choosing the most relevant touchpoints for service delivery and designing a consistent customer experience across these many touchpoints. It looks for opportunities to introduce potentially new and more effective touchpoints, remove weak touchpoints and to coordinate the user-experience across touchpoints in relation to brand message and user needs.
服务的实体化物品与证据也因此可以在实际服务时间之外，将您的服务延长到服务后阶段
像是将洗手间的再生纸折叠出斜角，就可以代表清洁工作已经完成。
Designers possess more than simply an ability to style products; they are practitioners of an applied process of creative skills: identifying problems, researching, analysing, evaluating, synthesising and then conceptualising, testing and communicating solutions. Design, what ever the discipline, is not only about an end product, but rather a systematic process of identifying problems, then researching, creating, testing and implementing solutions.
"And what designers need to learn and this is the most important thing, is the language of the business world. Only by learning that language can you effectively voice the arguments for design"
If you would ask ten people what service design is, you would end up with eleven diffrent answers - at least.
其它内容：
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.
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