This Is Service Design Thinking

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking.

Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services. Additionaly, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in as philosophical context.

• Introduction
  • Preface
  • The Design beyond the Design
  • Crowdsourcing Map
  • How to use this Book
• Whats is service design?
  • Definitions: Service Design as an inter-disciplinary approach
  • 5 Principles of Service Design Thinking: A dynamic language for a dynamic approach
  • Marketing: Connecting with people, creating value
• Who are these service designers?
  • Fields of Service Design
  • Product Design: Developing products with service applications
  • Graphic Design: Providing visual explanation
  • Interaction Design: Services as a seies of interactions
  • Social Design: Delivering positive social impact
  • Strategic Management: Why corporations do what they do
  • Operations Management: The relentless quest for efficiency
  • Design Ethnography: Taking Inspirations from everyday life
• How does service design work?
  • Tools of Service Design Thinking
  • The Iterative Process
  • AT-ONE
• What are the tools of service design?
  • This is a Toolbox — not a Manual
  • Stakeholder Maps
  • Service Safaris
  • Shadowing
  • Customer Journey Maps
  • Contextual Interviews
  • The Five Whys
  • Cultural Probes
  • Mobile Ethnography
  • A Day in the Life
  • Expectation Maps
  • Personas
  • Idea Generation
  • What If …
  • Design Scenarios
  • Storyboards
  • Desktop Walkthrough
  • Service Prototypes
  • Service Staging
  • Agile Development
  • Co-Creation
  • Storytelling
  • Service Blueprints
  • Service Roleplay
  • Customer Lifecycle Maps
  • Business Model Canvas
• Applied service design
  • Service Design Thinking in Practice
  • NL Agency and Design Thinkers: Service Design for a governmental organisation
  • Mypolice and Snook: Service design for a public organisation
  • Hello Change and Funky Projects: Service design for an application process
  • UPMC and Carnegie Mellon University: Service design for a hospital
  • SEB and Transformator: Service design for a bank
• Deep service design thinking
  • Deep Service Design Thinking
  • Integrating Service Design Thinking and Motivational Psychology
  • Service Design Research: Yesterday, today and tomorrow
  • Service Design and Biophilia
• Appendix
  • References
  • Index
  • Fold-Out
  • Imprint

As an intro to Service Design and a light weight intro to Product Management, it is OK. Sometimes confusing, extremely simplistic and too thick, but works as an introductionary book.

Not something you would miss, if you're not exactly the target audience.