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

Book Description

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.

中文：

书名：这就是服务设计：在现实世界中应用服务设计思维

您如何在组织中建立以客户为中心的文化？这是第一本关于如何实际操作的全面书籍。做改进服务设计，提高服务质量和服务提供商与客户之间的互动。您将学习有关如何举办研讨会、执行所有主要服务设计方法、在实际中实现概念以及在组织中成功嵌入服务设计的具体促进指南。

良好的客户体验需要跨学科的共同语言来打破组织内部的孤岛。这本书为实现这一点提供了一个一致的模型，并提供了每个步骤、工具和使用的方法的实际描述。您将能够专注于您的客户并反复改善他们的体验。

从理论走向实践，创造可持续的商业成功。