Service Design: From Insight to Implementation
- Downloads：4387
- Type：Epub+TxT+PDF+Mobi
- Create Date：2021-03-28 14:17:13
- Update Date：2025-09-06
- Status：finish
- Author：Andy Polaine
- ISBN：1933820330
- Environment：PC/Android/iPhone/iPad/Kindle
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Summary
We have unsatisfactory experiences when we use banks， buses， health services and insurance companies。 They don't make us feel happier or richer。 Why are they not designed as well as the products we love to use such as an Apple iPod or a BMW？ The 'developed' world has moved beyond the industrial mindset of products and the majority of 'products' that we encounter are actually parts of a larger service network。 These services comprise people， technology， places， time and objects that form the entire service experience。 In most cases some of the touchpoints are designed， but in many situations the service as a complete ecology just "happens" and is not consciously designed at all， which is why they don't feel like iPods or BMWs。 One of the goals of service design is to redress this imbalance and to design services that have the same appeal and experience as the products we love， whether it is buying insurance， going on holiday， filling in a tax return， or having a heart transplant。 Another important aspect of service design is its potential for design innovation and intervention in the big issues facing us， such as transport， sustainability， government， finance， communications and healthcare。 Given that we live in a service and information age， a practical， thoughtful book about how to design better services is urgently needed。
Reviews
Megan Nesbeth
，
basic， but a good primer/refresher text
Cihat Deveci
，
Giriş yazısı kitabı okumam için motive ediciydi。 Gelişme bölümlerinde bazen dikkatim dağılsa da genel olarak ilgiyle okudum。 Service Design hakkında fikir sahibi olmak isteyenler için giriş yazısı ve ilk iki üç bölüm yeterli olacaktır。 Derinlemesine öğrenmek isteyenler için ise tek bu kitap yeterli değil。 Alan çok geniş ve daha fazla yayın okumakta fayda var。
Natalía Papadopoúlou
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This book was the first one to come across my way when it comes to service design， and is quite a brief one yet full of notions to consider。 Felt the need to re-read it and I still see that practicing service design is still not “by the book”。 It’s a book I definitely recommend to designers and any kind of service providers as food for thought。
Arnold Saputra
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Buku yang wajib di baca untuk para UX designer dan PM yang mau belajar tentang Service Design。 WAJIB！Design bukan hanya tampilan semata tapi， juga bagaimana caranya suatu perusahaan bekerja。 Perusahaan jenis apapun di zaman sekarang ini pasti memerlukan service design dalam segala lini dari finansial， perbankan， transportasi， aplikasi musik hingga yang paling banyak mengggunakan service design ini adalah waralaba atau franchise。 Bagaimana mungkin 1 waralaba memiliki cara bekerja， cara melayani d Buku yang wajib di baca untuk para UX designer dan PM yang mau belajar tentang Service Design。 WAJIB！Design bukan hanya tampilan semata tapi， juga bagaimana caranya suatu perusahaan bekerja。 Perusahaan jenis apapun di zaman sekarang ini pasti memerlukan service design dalam segala lini dari finansial， perbankan， transportasi， aplikasi musik hingga yang paling banyak mengggunakan service design ini adalah waralaba atau franchise。 Bagaimana mungkin 1 waralaba memiliki cara bekerja， cara melayani dan menghadirkan pengalaman yang sama dari 1 toko ke toko lainnya yang berbeda negara？ Jawabannya adalah adanya Service design dalam perancangannya。Dalam buku ini Andy Polaine mengajarkan kita tentang:1。 Pola pikir service design2。 Apa yang mau di capai dengan Service design3。 Service design adalah proses yang besar dan panjang sehingga， perlu kolaborasi dengan banyak pihak。4。 Service design adalah proses yang berkelanjutan。5。 Tools2 apa saja yang digunakan dalam service design。Buku ini bagus untuk pemula hingga pakar karena， banyak hal di buku ini bisa menjadi pegangan dalam kita bekerja。 Sehingga bisa di baca berulang kali sesuai kebutuhan。 。。。more
Lisa
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Learned a lot reading this with the Atlanta Service Design group
Marcelo Marino
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Good overview Good overview of what service design means and its overarching principles， solid support of examples， missed more details on how to synthesize data。
Hao Ca Vien
，
Great introduction to Service Design and user-centered focus on Service rather than products。 A must read for all developers and UX Designers。
Frances Maxwell
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I struggled to rate this book。 It was kind of a dry read， taking me over three months to finish！ I did， however， find myself agreeing strongly with many of the statements in it， and I've folded the bottom corner of many pages for future reference， so I must have taken quite a lot from it。 On the positive side， I loved the introductory chapters， and the sections on measurement， and service design as a means for socioeconomic change。 Those were really useful and powerful， and reinforced my passion I struggled to rate this book。 It was kind of a dry read， taking me over three months to finish！ I did， however， find myself agreeing strongly with many of the statements in it， and I've folded the bottom corner of many pages for future reference， so I must have taken quite a lot from it。 On the positive side， I loved the introductory chapters， and the sections on measurement， and service design as a means for socioeconomic change。 Those were really useful and powerful， and reinforced my passion for the field。On the negative side， somehow I found many of the practical tips both too general and too specific to be helpful to me， which I guess reflects the difficulty of giving advice when service design is both broad and deep， and readers are coming to it from a wide range of backgrounds。I'd still recommend this book highly as a primer for service design if it's a relatively new concept for you。 。。。more
Ahmad hosseini
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Good starting point！Service design does， ideally work at the strategic business level， connecting business propositions with the details of how they will be delivered。Designing service sounds like a mix of marketing， operations management， IT， facilities management， organization design， and human resources， with a bit of change management thrown in。The difference between service design and product or UX design， for example， is that the number of stakeholders we are designing for is usually large Good starting point！Service design does， ideally work at the strategic business level， connecting business propositions with the details of how they will be delivered。Designing service sounds like a mix of marketing， operations management， IT， facilities management， organization design， and human resources， with a bit of change management thrown in。The difference between service design and product or UX design， for example， is that the number of stakeholders we are designing for is usually larger， the number and range of touch points broader， all of these interact over time。Insight-Gathering Methods:•tDepth Interview•tParticipant Observing•tParticipation•tUser WorkshopMeasurement Frameworks:•tNet Promoter Score•tThe Expectation Gap•tSERVWUAL and RATER•tThe Triple Bottom LineWho should read this book？ Service design is an activity carried out by a multidisciplinary group of people that includes web designers， interaction designers， user experience designers， product designers， business strategists， psychologists， ethnographers， information architectures， graphic designers， and project managers。 Among from these background should find something valuable within this book’s pages。 。。。more
PaperFilmFestival
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A nice introduction for understanding the new study with casesDesign Thinking， Human Centered Design， Service Design， Agile， Growth Hacking。。。。actually they are coming from similar root and evolve into （slightly） different disciplines。 If you want to grasp a whole picture of the concept and methodology with limited time， this small book is worthy to give a try。 To me， the most valuable part is the whole case study in chapter one concerning the insurance industry and the first few chapters discus A nice introduction for understanding the new study with casesDesign Thinking， Human Centered Design， Service Design， Agile， Growth Hacking。。。。actually they are coming from similar root and evolve into （slightly） different disciplines。 If you want to grasp a whole picture of the concept and methodology with limited time， this small book is worthy to give a try。 To me， the most valuable part is the whole case study in chapter one concerning the insurance industry and the first few chapters discussing about the perspective and difference of this approach。 As a systematic thinking， you will find a lot of similarities if you already know some design research。 However， if you come from IT， content or cultural industries， you will find it offers a new approach for current situation。 And it might become a catalyst for you to discover new possibilities。 。。。more
Jane
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Where "everything about service design" is A and "everything I already knew about UX design" is B， this was A union B。 I wish it had been A complement B。 But the important thing is that I finally finished this book。 Where "everything about service design" is A and "everything I already knew about UX design" is B， this was A union B。 I wish it had been A complement B。 But the important thing is that I finally finished this book。 。。。more
Alexander Debkaliuk
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Not finishing because of the very basic level。 Not a bad book。 Too much of a starter manual。
Marcus Österberg
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Pretty good introduction to the subject。 A bit to much of case studies。 With examples in Norwegian that even I， as a Swede， were struggling to understand。Appreciated "The Triple Line" part of measuring。 Pretty good introduction to the subject。 A bit to much of case studies。 With examples in Norwegian that even I， as a Swede， were struggling to understand。Appreciated "The Triple Line" part of measuring。 。。。more
Helen
，
It's a good book to learn more and get inspired about service design。 The authors bring examples and try to explain every point in detail。 There is also a list of materials for additional research as well as plenty of ideas。 Highly recommended to all interested in design and especially in service and experience design。 It's a good book to learn more and get inspired about service design。 The authors bring examples and try to explain every point in detail。 There is also a list of materials for additional research as well as plenty of ideas。 Highly recommended to all interested in design and especially in service and experience design。 。。。more
Bruce
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A good introduction to the topic。 I like the diagram they provide illustrating how it works and turns the org stovepipe on it's side。 Enjoyed some of the case studies too。 A good introduction to the topic。 I like the diagram they provide illustrating how it works and turns the org stovepipe on it's side。 Enjoyed some of the case studies too。 。。。more
Boscch
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The Future is now。
Chris Adams
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I came across this book when it was listed with the London UX Book club， and I now incorporate service design principles into my professional practice as a product manager/developer/designer。In particular the section about service design blueprints and the various 'probes' available for understading users of a service were particularly useful。 Recommended。 I came across this book when it was listed with the London UX Book club， and I now incorporate service design principles into my professional practice as a product manager/developer/designer。In particular the section about service design blueprints and the various 'probes' available for understading users of a service were particularly useful。 Recommended。 。。。more
Kraig
，
Good read for deepening understanding of service designGoing beyond This Is Service Design Thinking， this provides more of a guide to thinking through the business context and problems of service design。 It's not chock full of tools and techniques， but it does include good examples throughout the book。 I appreciated the section on measurement the most。 Good read for deepening understanding of service designGoing beyond This Is Service Design Thinking， this provides more of a guide to thinking through the business context and problems of service design。 It's not chock full of tools and techniques， but it does include good examples throughout the book。 I appreciated the section on measurement the most。 。。。more
Vanissa
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Good reference for service design methods and examples。
Mateus Pinheiro
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Great book。 Very practical with techniques， examples and real-world cases。If you're a designer， there's no reason not to read it。 Great book。 Very practical with techniques， examples and real-world cases。If you're a designer， there's no reason not to read it。 。。。more
Borislav
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Blogged about Service Design at http://borislavkiprin。com/2013/10/28/。。。。 Blogged about Service Design at http://borislavkiprin。com/2013/10/28/。。。。 。。。more
Mikal
，
Service Design: From Insight to Implementation is a good book that provides a survey of the state of service design。 The challenge is that the book is a general survey where the gap in the current service design literature is in the next step forward， an approach based on how things are done。 For context-- if you compare service design to it's interaction design counter part。 This book would be the equivalent of "Designing for Interaction" by Dan Saffer。 A good overview， but in this case: This i Service Design: From Insight to Implementation is a good book that provides a survey of the state of service design。 The challenge is that the book is a general survey where the gap in the current service design literature is in the next step forward， an approach based on how things are done。 For context-- if you compare service design to it's interaction design counter part。 This book would be the equivalent of "Designing for Interaction" by Dan Saffer。 A good overview， but in this case: This is Service Design Thinking and Stefan Moritz excellent free eBook Service Design: Practical access to an evolving field; cover similar ground at least as well。 Overall this is a good introduction to the concepts of service design， but does not advance the discourse enough for those already familiar with the field。 。。。more
Gena
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Very good and practical book on Service Design。 Put 4 stars only because of Chapter I， which is a bit boring。
Maciek Lipiec
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Some great case studies and a lot of obvious stuff。
Tomasz Skórski
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Kurczy， ta książka jest bardzo nierówna。 Ma rozdziały， które sa niezłe， ma tez takie， które sa spektakularnym bullshitem。 Podsumowując， lektura tej publikacji nie jest czasem stracony i kilku ciekawych rzeczy， można sie dowiedzieć。 Nie zmienia to faktu， ze wiele tez i propozycji jest przedstawionych w różowych okularach。
Andreas
，