This is Service Design Doing: Applying Service Design Thinking in the Real World

About Adam LawrenceJakob SchneiderMarc StickdornMarkus Edgar Hormess

Marc Stickdorn is a trainer and consultant for service design thinking from Germany. With a background in strategic management and information systems he supports organisations to build up knowledge in the field of service design and helps them to sustainably integrate service design into their structures. Marc guest lectures at various business and design schools and co-founded smaply a software company developing web-based solutions to sustainably implement service design in organisations. Recently he co-founded ExperienceFellow a tool to gain genuine customer insights through mobile ethnography. Marc is editor and co-author of the seminal service design book This is Service Design Thinking. Markus Edgar Hormess is a service innovator and organisational consultant from Germany. For years the qualified scientist has worked in telecommunication engineering banking and IT fields helping companies to innovate complex services while creating business value. He is co-founder and partner of WorkPlayExperience and award-winning co-initiator of the Global Service Jam - the world's biggest ever service design and design thinking event (so far) as well as two spin-off jams the Global Sustainability Jam and the Global GovJam. Together with Marc and Adam he is teaching service design at leading universities and business schools - like the MBA program at IE Business School Madrid or the School of Architecture and Design in Oslo (AHO). Adam Lawrence is a customer experience consultant comedian and actor with a background in psychology and the global automotive industry. For years he has used expertise gained in the world of theater film and storytelling to help organisations understand human needs become more creative and innovate faster. Adam is co-founder of WorkPlayExperience a service design company with a uniquely theatrical approach. He is the award-winning co-initiator of the Global Service Jam - the world's biggest ever service design and design thinking event (so far) as well as two spin-off jams the Global Sustainability Jam and the Global GovJam. Jakob Schneider is an award-winning communication and service designer from Germany. He is partner and creative director of the design agency KD1. Among others he won a Red Dot Award and the prestigious Best of Show award at the European Design Awards 2011. He guest-lectures service design at design schools regularly gives talks and workshops on service design. He co-founded both Smaply and ExperienceFellow and is the leading designer of both companies. Jakob is designer co-editor and co-author of the seminal service design book This is Service Design Thinking