This is a summary review of This is Service Design Thinking containing key details about the book.

What is This is Service Design Thinking About?

“This is Service Design Thinking” by Marc Stickdorn and Jakob Schneider is a comprehensive guide to creating innovative service experiences through a customer-centric design approach. (Full Summary…)

This is Service Design Thinking Summary Review

“This Is Service Design Doing: Applying Service Design Thinking in the Real World” establishes itself as a seminal work, providing a comprehensive guide on how to practically implement service design principles. Authored by Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, and Jakob Schneider, the book navigates the complex landscape of service design, offering readers a roadmap for fostering a customer-centric culture within organizations.

The narrative unfolds as a strategic guide, equipping readers with a toolkit for facilitating workshops, executing essential service design methods, and seamlessly integrating design concepts into organizational frameworks. The authors emphasize the need for a common language across disciplines to dismantle organizational silos, fostering collaboration and iterative improvements in customer experience.

The book’s strength lies in its hands-on approach, providing meticulous descriptions of each step, tool, and method used in service design. The authors advocate for a shift from mere theoretical understanding to practical implementation, offering readers the means to focus on customers and enhance their experiences continually.

One of the notable features is the book’s consistent model, ensuring coherence in implementing service design across different contexts. It highlights the collaborative efforts of the authors, alluding to a collective wealth of expertise and insights. The inclusion of real-world case studies further enriches the content, drawing examples from various industries to illustrate the effectiveness of service design in diverse scenarios.

Essentially, “This Is Service Design Doing” emerges as a pivotal guide in the realm of service design thinking. Its combination of theoretical foundations, practical methodologies, and real-world examples contributes to its status as a foundational text for professionals and enthusiasts alike. The content’s quality and applicability earn it accolades as an indispensable resource in the field of service design.

Who is the author of This is Service Design Thinking?

Marc Stickdorn is a German trainer and consultant for service design thinking. He lives in Innsbruck/Austria where he co-founded two start-ups. Consulting: He internationally supports both private and public organizations to build up knowledge in the field of service design.

Jakob Schneider is a visual designer and consultant. He is partner and creative director of design agency KD1 as well as co-founder and lead designer of startups Smaply and ExperienceFellow. Since 2006, he has worked for brands like VW, Siemens, MetaDesign and Deutsche Telekom.

How long is This is Service Design Thinking?

• Print length: 376 pages

What genre is This is Service Design Thinking?

Design, Business, Nonfiction

What are good quotes from This is Service Design Thinking?

“Designers possess more than simply an ability to style products; they are practitioners of an applied process of creative skills: identifying problems, researching, analysing, evaluating, synthesising and then conceptualising, testing and communicating solutions.”

“THE CUSTOMER JOURNEY CANVAS At the online touchpoint of the book we provide you with a canvas developed to support you when designing services. You can use it not only for yourself to get a quick overview of certain service processes, but also with providers for a self-portrayal and with customers and other stakeholders to explore and evaluate services. Besides visually simplifying existing services, you can also use it to sketch service improvements and innovations. It supports many of the tools presented later in this book. The Customer Journey Canvas is available under cc license on our website. Try it, adapt or modify it, take a snapshot and share how you use the canvas through our website. Watch out for service design thinking! NOTE:”

“5 principles of service design thinking MARC STICKDORN

1. User-centred Services should be experienced through the customer’s eyes.
2. Co-creative All stakeholders should be included in the service design process.
3. Sequencing The service should be visualised as a sequence of interrelated actions.
4. Evidencing Intangible services should be visualised in terms of physical artefacts.
5. Holistic The entire environment of a service should be considered. ”

“In order to design for understanding, we need to understand design.”

“Services are a series of interactions between customers and the service system through many different touchpoints during the customer journey. As the sole way that customers relate to your services, you would think that interactions would be centre stage for all service providers. So, why are so many services so bad? When Demos, a UK think tank, talk of a fundamental disconnection between services and people, one of the main reasons they give is the poor consideration of the interactions between the service provider and the customer – the interaction design. To value your customer, you need to spend some time understanding the interactions they have with your service, and that means two things. Firstly, viewing your service through the customers’ eyes, and secondly, designing in such a way that customers receive consistent experiences over time which they consider valuable. It’s strange, but repeatedly we see companies ignoring both of these aspects, with the consequence that customers feel ignored and value is lost. One”

“The series of interactions outline a so called customer journey through the offerings of the respective service.”

“you need to think of the three elements of utility, usability and pleasurability as a mixing desk so that you can fine-tune your interactive solution and find your own mix. A”

“The basis of the Actors part is a recent development in the area of value networks as an alternative to the value chain.”

“Joseph Pine and James Gilmore describe this as “The Experience Economy” (Pine & Gilmore, 1999). Functionality and usability are not enough in our lives; they have become to be expected as a baseline. What customers are looking for are emotional bonds and experiences. Experiences are now a valuable differentiator and not only offer a pleasurable service experience, they help us create and express our identities. Several”

“The role of a graphic designer does not lie in sticking a previously developed logo on each and every surface.”

“This website was promoted online through Twitter, Facebook and various blogs, and through the online service design communities like the Service Design Network or Wenovski.”