If You're Curious About These Questions...
You should listen to this audiobook
- What if you could use a designer’s toolkit to map out every single touchpoint of your customer’s journey and eliminate friction before it even happens?
- Did you know that the most successful services are built on five foundational principles that most businesses completely ignore?
- Have you ever wondered how to make an intangible service feel as real and valuable as a physical product in the eyes of your customers?
Listen to This is Service Design Thinking — Free Audiobook
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Key Takeaways from This is Service Design Thinking
- Understand why combining qualitative insights with quantitative data is essential for designing a truly user-centered service.
- Discover how to build a co-creative environment by involving all stakeholders, from customers to engineers, to capture valuable ideas and ensure everyone's needs are met.
- Learn to break down your service into a sequence of touchpoints, much like frames in a movie, to catch and optimize easily overlooked details.
- Find out how to design tangible 'service souvenirs' that extend the customer experience beyond the initial interaction and encourage repeat business.
- Master holistic thinking by engaging all of your customers' senses and exploring alternative sequences to deliver an unforgettable overall experience.
Learning Tools
Reinforce what you learned from This is Service Design Thinking
Mind Map
This is Service Design Thinking
Core Concept
Focuses on designing non-physical products and experiences
Treats service as an ongoing interaction, not just a transaction
The 5 Principles
1. User-Centered
2. Co-Creative
3. Sequencing
4. Evidencing
5. Holistic Thinking
Essential Tools
Stakeholder Map
Customer Journey Map
Questionnaires
Quiz — Test Your Understanding
Question 1 of 7
Why does the author use the comparison between Prince Charles and Ozzy Osbourne?
This is Service Design Thinking — Full Chapter Overview
Chapter 1: Recommendation
Chapter 2: Service design must center on customers, while accounting for all their possible differences.
Chapter 3: Successful service design relies on a co-creative environment and sequencing to catch every single tiny detail possible.
Chapter 4: Use items like souvenirs to extend the service, and think holistically to discover new ways to improve it.
Chapter 5: A stakeholder map is an excellent method to prevent and resolve problems.
Chapter 6: A customer journey map lets you grasp the big design of your service and isolate individual features more easily.
This is Service Design Thinking Summary & Overview
This is Service Design Thinking (2011) presents the core principles of service design. By providing tools and real-life examples, it’s a great introduction to this evolving and interdisciplinary approach to designing services. These blinks present the most salient information on the subject.
Who Should Listen to This is Service Design Thinking?
- Entrepreneurs and innovators
- Students and professionals of design
- Marketers and consultants
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