A01=Adam Lawrence
A01=Jakob Schneider
A01=Marc Stickdorn
A01=Markus Edgar Hormess
Age Group_Uncategorized
Age Group_Uncategorized
agile
Author_Adam Lawrence
Author_Jakob Schneider
Author_Marc Stickdorn
Author_Markus Edgar Hormess
automatic-update
business
business model canvas
Category1=Non-Fiction
Category=UDB
Category=UL
Category=UYQ
Category=UYZG
COP=United States
customer experiences
customer journey maps
customer-centric cultures
Delivery_Delivery within 10-20 working days
design
design research
design thinking
eq_bestseller
eq_computing
eq_isMigrated=2
eq_nobargain
eq_non-fiction
experience design
Language_English
lean
marketing
PA=Available
Price_€20 to €50
prototyping
PS=Active
service design
service design and business
softlaunch
stakeholder maps
user experience
user experience design
ux
ux design
workshops
Product details
- ISBN 9781491927182
- Weight: 948g
- Dimensions: 186 x 239mm
- Publication Date: 19 Jan 2018
- Publisher: O'Reilly Media
- Publication City/Country: US
- Product Form: Paperback
- Language: English
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How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.
Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You'll be able to focus on your customers and iteratively improve their experience.
Move from theory to practice and build sustainable business success.
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
