This Is Service Design Doing: Applying Service Design

This Is Service Design Doing: Applying Service Design Thinking in the Real World 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 Youll 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 organizationGreat 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 usedYoull be able to focus on your customers and iteratively improve their experienceMove from theory to practice and build sustainable business success

About the Author: Marc Stickdorn

Marc is Co founder and CEO of More than Metrics, a company creating software for service design, such as Smaply and ExperienceFellow With a background in strategic management and service design, he helps organizations to sustainably embed service design in their structures, processes, and culture In 2010, he published the award winning book This is Service Design Thinking together with Jakob Marc regularly speaks at conferences on service design and start ups He teaches service design at various universities and gives public and exclusive executive courses He is pursuing a PhD at the University of Erlangen Nuremberg in Germany in information systems based on design science, in which he has developed a new mobile ethnographic research approach He is now is almost finished, and has been for several years If Marc is not working, he loves travelling with a backpack or in his VW van, going on a sailing trip, or riding his classic Triumph Bonneville motorcycle He lives in Innsbruck Austria surrounded by the European Alps.

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