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This is service design doing : applying service design thinking in the real world : a practitioner's handbook

Author: Marc Stickdorn; Markus Edgar Hormess; Adam Lawrence; Jakob Schneider, (Economist)
Publisher: Sebastopol, CA : O'Reilly Media, Inc., [2018] ©2018
Edition/Format:   Print book : English : First editionView all editions and formats
Summary:
"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  Read more...
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Document Type: Book
All Authors / Contributors: Marc Stickdorn; Markus Edgar Hormess; Adam Lawrence; Jakob Schneider, (Economist)
ISBN: 9781491927182 1491927186
OCLC Number: 922913141
Description: xxiii, 541 pages : illustrations (some color) ; 19 x 23 cm
Contents: Why service design? --
What is service design? --
Basic service design tools --
The core activities of service design --
Research --
Ideation --
Prototyping --
Implementation --
Service design process and management --
Facilitating workshops --
Making space for service design --
Embedding service design in organizations.
Responsibility: edited, collected, written, designed by Marc Stickdorn, Adam Lawrence, Markus Hormess, Jakob Schneider.

Abstract:

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  Read more...

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