This Is Service Design Thinking 下载 pdf 电子版 epub 免费 txt 2025

How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

暂无相关目录，正在全力查找中！

Marc Stickdorn (Austria; http://thisisservicedesignthinking.com; www.destinable.com) is co-founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools. He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation. His main areas of interest are service design and strategic marketing management particularly in a tourism context.

Jakob Schneider (Germany) is a graphic designer based in Germany.

暂无出版社相关信息，正在全力查找中！

暂无相关书籍摘录，正在全力查找中！

在线阅读地址：This Is Service Design Thinking在线阅读

在线听书地址：This Is Service Design Thinking在线收听

在线购买地址：This Is Service Design Thinking在线购买

暂无原文赏析，正在全力查找中！

书籍介绍

How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

• 作者：香蒲 发布时间：2019-11-12 03:07:31

  iterative four steps : exploration(discover) , creation(concept design) , reflection(prototype) ,implementation . ATONE:actors, touchpoints , offerings, needs, experience. stakeholder maps, service safaris , shadowing, customer journey maps, contextual interview, the 5 why's , cultural probes , mobile ethnography , a day in the life, expectation..

• 作者：方舟K][NGofARK 发布时间：2014-10-28 23:35:29

  An ambitious take to advance the discipline of service design.

• 作者：Wilson 发布时间：2018-06-16 15:36:39

  教科书，前半部分还可以。又读了一遍：5 principles，AT-ONE（Actor，touchpoint，offering，need，experience），tool box等。就是太啰嗦了

• 作者：濯希 发布时间：2023-06-13 03:13:32

  B 读这个书一点儿感觉都没有，没什么想法。可能目前不适用。那放一放，等需要再看看…

• 作者：米花 发布时间：2022-02-13 20:16:57

  了解一些基础概念，服务设计随着社会、环境、硬体的进步，用户的消费观念和行为的改变，一些方法或实践部分，在现今看来有点不适用，但是对服务设计的思维，是很好的启发。

• 作者：stealth 发布时间：2021-12-27 18:26:17

  2022鑫全讲真题

• 教给学生未来——老师的最高境界

  作者：卡片王子 发布时间：2013-01-20 21:44:23

  老师教学生的四个阶段

  教自己知道的

  教自己不知道的

  教学生不太会知道的

  教学生未来的东西

  服务设计就是

  在交互设计 用户体验大行其道的中国，5年之后服务设计终将姗姗来迟。

  见过这本书的作者Jamin

  他是一个诗人 设计总监

  2013.1.20 PM10:40 Lab

  早就要写点东西 一直没操心

  想来5年之后这里一定会很热闹

  立字为据

• 工具类书籍

  作者：小巫见大巫 发布时间：2018-01-22 16:34:53

  1、服务设计是一种帮助发展和提供伟大服务的设计学科，服务设计包含了如易用度、满意度、忠诚度和有效程度等因素，把这些因素渗透到环境、通信和产品领域，同时也罢以人为本的理念贯穿于始终。

  2、所有的产品要体现出服务内涵（包含软性与硬性产品）；

  3、AT-ONE：A参与者；T触点；O服务供应内容；N用户需求；E用户体验（提供愉悦的体验）。

  4、如何使用：

  （1）框架：发现----定义----设计----递交。

  （2）流程：ATONE分析现有服务流程----梳理出用户体验历程图解----进行背后的利益各方图解----以用户为中心为出发点思考不足----利益各方共创分析优化，开展触点工作坊----确定优先次序----落实到实物或者产品上----进行整体考虑及试运行后确定----形成全服务流程的蓝图推行。

  （2）过程中注意：多用五个为什么；结合用户的一天或者场景进行优化；确定后要进行情景实操与交流；试运行过程中注意影子练习与观察；发现不足用倘若换一种方式提供服务是否可行。

  5、发现阶段，让小组成员依次扮演梦想家、实干家、批评家，通观全局，制定出最有效的策略，采取最有效的行动，避免对时间造成巨大的浪费。在定义阶段，用户画像和用户旅程图。这两个工具搭建了一个较为完整的用户信息框架，帮助大家对收集来的信息做快速归类和分析，洞察用户痛点，进而从中发现机会点，达到该阶段“信息收拢”的目的。设计阶段是“再发散”的过程，其关键在于针对在定义阶段聚焦的问题，提出一个以用户为中心的解决方案。利用“服务蓝图”这个工具，在初步概念设计的时候，结合用户体验流程，全盘性地思考服务的前台与后台。递交阶段是“再聚合”的过程，大家使用了故事版、纸质原型将初步概念转化为可操作的流程和可视化的结果。