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| Title: | This is service design doing applying service design thinking in the real world : a practitioners' handbook |
|---|---|
| From: |
by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider
|
| Person: |
Stickdorn, Marc
1980- Verfasser aut Hormess, Markus Lawrence, Adam Schneider, Jakob ca. 20./21. Jh. |
| Main Authors: | , , , |
| Format: | Book |
| Language: | English |
| Published: |
Sebastopol, CA
O'Reilly
[2018]
|
| Subjects: | |
| Online Access: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029365464&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Item Description: | Hier auch spätere, unveränderte Nachdrucke |
| Physical Description: | xxiii, 541 Seiten Illustrationen, Diagramme |
| ISBN: | 9781491927182 1491927186 |
Staff View
MARC
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| 245 | 1 | 0 | |a This is service design doing |b applying service design thinking in the real world : a practitioners' handbook |c by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider |
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| 264 | 4 | |c © 2018 | |
| 300 | |a xxiii, 541 Seiten |b Illustrationen, Diagramme | ||
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| adam_text | This Is Service Design Doing
Ol
WHY
SERVICE DESIGN?
1.1 What do customers want?..........3
1.2 The challenges for organizations.6
1.2.1 Empowered customers...........6
1.2.2 Silos............................7
1.2.3 The need for innovation.........lO
1.2.4 Organizations are reacting......11
1.3 Why a service design approach?..14
02
WHAT IS
SERVICE DESIGN?
2.1 Defining service design.....................19
2.2 Different views..................— 21
2.2.1 Service design as a mindset.................21
2.2.2 Service design as a process.................21
2.2.3 Service design as a toolset.................21
2.2.4- Service design as a cross-disciplinary
language.....................................22
2.2.5 Service design as a management approach.22
2.3 Origins and progress........................23
2.4 What service design Isn’t................. 24
2.4.1 It is not simply aesthetics or
“putting lipstick on a pig”..................24
2.4.2 It is not simply “customer service”.........24
2.4.3 !t is not simply “service recovery”...... .24
2.5 The principles of service design, revisited.25
2.5.1 The original................................25
2.5.2 The new.....................................26
03
BASIC SERVICE
DESIGN TOOLS
3.1 Research data..........................36
3.2 Personas...............................41
3.3 Journey maps...........................44
3.3.1 A typology of journey maps.............50
3.3.2 Service blueprint......................54
3.4 System maps............................58
3.4.1 Stakeholder maps.......................59
3.4.2 Value network maps.....................62
3.4.3 Ecosystem maps.........................62
3.5 Service prototypes.....................65
3.5.1 Prototypes of service processes
and experiences........................67
3.5.2 Prototypes of physical objects.........70
3.5.3 Prototypes of environments, spaces, and
architecture...........................71
3.5.4 Prototypes of digital artifacts and software.72
3.5.5 Prototypes of ecosystems and
business value.........................74
3.6 Business Model Canvas..................76
iv/v
04
THE CORE ACTIVITIES
OF SERVICE DESIGN
4.1 In search of a process for designing a service..., 83
4.2 Core patterns in the design process............85
4.2.1 Divergent and convergent thinking
and doing......................................85
4.2.2 Make sure to solve the right problem before
solving the problem right......................86
4.2.3 All design processes are alike...and different.88
4.3 Introducing the core activities of the
TiSDD service design framework.................91
This is Service Design Doing
05
RESEARCH
5.1 The process of service design research.TOO
5.1.1 Research scope and research question.lOO
5.1.2 Research planning......................102
Research loops..........................102
Sample selection........................103
Research context........................104
Sample size.............................104
5.1.3 Data collection...................... 105
Research methods........................107
Method triangulation....................107
Data triangulation......................108
Researcher triangulation................IIO
Indexing................................IIO
5.1.4 Data visualization, synthesis, and analysis.Ill
Visualizing data........................111
Peer review and co-creation.............113
Codifying data..........................113
5.1.5 Using research outcomes
114
5.2 Methods of data collection...................117
Desk research: Preparatory research.........118
Desk research: Secondary research...........119
Self-ethnographic approaches:
Autoethnography.............................119
Self-ethnographic approaches:
Online ethnography..........................120
Participant approaches:
Participant observation.....................120
Participant approaches:
Contextual interview........................121
Participant approaches:
In-depth interview..........................122
Participant approaches: Focus groups........123
Non-participant approaches:
Non-participant observation.................123
Non-participant approaches:
Mobile ethnography..........................124
Non-participant approaches:
Cultural probes.............................124
Co-creative workshop: Creating personas.....125
Co-creative workshop: Journey mapping.......126
Co-creative workshop: System mapping........126
5.3 Methods of data visualization, synthesis,
and analysis.................................127
Building a research wail.....................123
Creating personas............................128
Mapping journeys.............................129
Mapping systems..............................130
Developing key insights......................131
Generating jobs-to-be-done insights..........131
Writing user stories.........................132
Compiling research reports...................132
5.-4 Cases........................................134
5.4.1 Case: Applying ethnography to gain
actionable insights..........................136
5.4.2 Case: Using qualitative and quantitative
research in service design...................139
5.4.3 Case: Developing and using
valuable personas............................142
5.4.4 Case: Illustrating research data with
journey maps.................................146
5.4.5 Case: Current-state (as-is) and
future-state (to-be) journey mapping.........149
vi/vii
06
IDEATION
6.1 Ideas ...................................158
6.2 Decisions.............................. 160
6.3 The process of ideation .................163
6.3.1 Planning ideation........................163
6.3.2 Idea generation........................ 165
6.3.3 Idea selection...........................167
6.3.4 Documentation............................169
6.4 Ideation methods.........................177
Pre-ideation: Slicing the elephant and
splitting the ideation challenge.........177
Pre-ideation: Ideas from journey mapping.178
Pre-ideation: Ideas from system mapping..179
Pre-ideation: “How might we ...?”
questions from insights and user stories.179
Generating many ideas:
Brainstorming and brainwriting...........180
Generating many ideas: 10 plus lO........180
Adding depth and diversity: Bodystorming.181
Adding depth and diversity:
Using cards and checklists...............182
Adding depth and diversity: ideation based
on analogies and association.............182
This is Service Design Doing
Understanding, clustering, and ranking options:
Octopus clustering.........................183
Understanding, clustering, and ranking options:
Benny Hill sorting ( ‘Thirty five”).......184-
Understanding, clustering, and ranking options:
Idea portfolio.............................185
Understanding, clustering, and ranking options:
Decision matrix............................185
Reducing options: Quick voting methods.....186
Reducing options: Physical commitment......186
6.5 Cases......................................188
6.5.1 Case: Opening the design studio
to your customers..........................190
6.5.2 Case: Co-design with hybrid methods........193
6.5.3 Case: Building on solid research...........196
6.5.4 Case: Mixed-method ideation................200
6.5.5 Case: Supporting creativity with
trigger visuals............................203
07
PROTOTYPING
7.1 The process of service prototyping...212
7.1.1 Decide on the purpose................212
Prototyping to explore................212
Prototyping to evaluate...............213
Prototyping to communicate and present.213
7.1.2 Decide on your prototyping questions.214
7.1.3 Assess what to make or build.........216
7.1.4 Planning prototyping.................218
Audience..............................218
Roles in the team.....................219
Fidelity..............................220
Prototyping context...................221
Prototyping loops.....................223
Multitracking.........................224
Method selection......................224
7.1.5 Running prototyping sessions.........226
7.1.6 Data synthesis and analysis..........228
7.1.7 Visualizing prototyping data.........228
7.2 Prototyping methods........................ 231
Prototyping service processes and experiences:
investigative rehearsal......................232
Prototyping service processes and experiences:
Subtext......................................232
Prototyping service processes and experiences:
Desktop walkthrough..........................233
Prototyping physical objects and environments:
Cardboard prototyping.......................234-
Prototyping digital artifacts and software:
Rehearsing digital services..................235
Prototyping digital artifacts and software:
Paper prototyping............................235
Prototyping digital artifacts and software:
interactive click modeling................ .236
Prototyping digital artifacts and software:
Wireframing..................................236
Prototyping ecosystems and business value:
Service advertisement........................237
Prototyping ecosystems and business value:
Desktop system mapping
(a.k.a. Business Origami)....................238
Prototyping ecosystems and business value:
Business Model Canvas........................239
General methods: Mood boards.................239
General methods: Sketching................ 24-0
General methods:
Wizard of Oz approaches....................240
7,3 Cases.........................................244
73.1 Case: Enabling effective co-creation through
prototyping minimum viable solutions and
contextual mock-ups..........................246
73.2 Case: Using prototyping and co-creation to
create ownership and close collaboration between
the designers, project group, and staff......252
73.3 Case: Enabling staff and stakeholders to
prototype for continuous evolution...........256
7.3.4 Case: Minimum lovable products, living
prototypes, and high-fidelity sketching
in code......................................259
7.3.5 Case: Using role-plays and simulations in large-
scale 1:1 prototypes.........................262
7.3.6 Case: Using multifaceted prototyping to create
and iterate business and service models......264
This is Service Design Doing
08
IMPLEMENTATION
8.1 From prototype to production............272
8.1.1 What is implementation?.................272
8.1.2 Planning for human-centered
implementation...........................274
8.1.3 Four fields of implementation...........274
8.2 Service design and change management....275
Knowing how people change................275
Understanding what will change...........276
Beliefs and emotions.....................277
8.3 Service design and software development.280
8.3.1 Basic factors...........................280
8.3.2 Implementation..........................283
8.4 Service design and product management...289
8.5 Service design and architecture..............298
8.5.1 Stage 1: Mindset change......................299
8.5.2 Stage 2: Needs assessment....................300
8.5.3 Stage 3: Creation............................301
8.5.4- Stage 4: Testing.............................302
8.5.5 Stage 5: Building............................302
8.5.6 Stage 6: Monitoring..........................303
8.5.7 On the other side: What can service design
learn from architecture?...................304
8.6 Cases........................................306
8.6.1 Case: Empowering employees for sustainable
implementation of a service design project.308
8.6.2 Case: Implementing service design to create
experiences, momentum, and results in sales....313
8.6.3 Case: Implementing service design in a
software startup...........................317
8.6.4 Case: Creating measurable business
impact through piloting and implementing
service design projects.
322
x/x i
09
SERVICE DESIGN PROCESS
AND MANAGEMENT
9.1 Understanding the service design process:
a fast-forward example......................330
9.2 Planning for a service design process.......337
9.2.1 Brief: Purpose, scope, and context..........337
9.2.2 Preparatory research........................338
9.2.3 Project team and stakeholders...............339
9.2.4- Structure: Project, iterations, and activities.343
9.2.5 Multitracking...............................352
9.2.6 Project phases and milestones...............353
9.2.7 Outputs and outcomes........................355
9.2.8 Documentation...............................356
9.2.9 Budgeting...................................358
9.2.10 Mindsets, principles, and style.............360
9.3 Managing the service design process.........361
9.3.1 Iteration planning..........................361
9.3.2 Iteration management........................363
9.3.3 Iteration review............................367
9.4 Examples/process templates................ 369
9.5 Cases.......................................376
9.5.1 Case: Creating repeatable processes
to continually improve services and
experiences at massive scale................378
9.5.2 Case: Managing strategic design projects....381
9.5.3 Case: Using a five-day service design sprint
to create a shared cross-channel strategy...384
This is Service Design Doing
lO
FACILITATING
WORKSHOPS
10.1 Key concepts of facilitation........392
10.1.1 Consent.............................392
10.1.2 Status..............................393
10.1.3 Neutrality..........................393
10.2 Styles and roles of facilitation...39-4
10.2.1 Adopting a role................... 394
10.2.2 Co-facilitation.....................395
10.2.3 Can a team member be a facilitator?.396
10.3 Success factors.....................397
10.3.1 Building the team...................397
10.3.2 Purpose and expectations............397
10.3.3 Planning the work...................398
10.3.4 Creating safe space.................399
10.3.5 Work modes in teams.................404
10.4 Key facilitation techniques.........407
10.4.1 Wa rm - ups.........................407
10.4.2 Timing..............................408
10.4.3 The room............................408
10.4.4 Tools and props.............................409
10.4.5 Visualization...............................409
10.4.6 Post-it or lose it:
The expert’s guide to sticky notes..........410
10.4.7 Space, distance, and positioning............411
10.4.8 Feedback....................................412
10.4.9 Changing status.............................413
10.4.10 Doing, not talking..........................415
10.4.11 Growing as a facilitator....................415
10.5 Methods.....................................416
Three-brain warm-up.........................417
Color-chain warm-up.........................417
“Yes, and ...” warm-up......................418
Red and green feedback......................418
10.6 Cases..................................... 420
10.6.1 Case: The energizing power of the unfamiliar...422
10.6.2 Case: Pivot and focus.......................424
11
MAKING SPACE FOR
SERVICE DESIGN
11.1 Types of spaces......................430
11.1.1 Mobile solutions: Kits, carts, and trucks.-430
11.1.2 Temporary/remote: The pop-up.........430
11.1.3 Temporary/in-house: The squat........431
11.1.4 Permanent/remote: The retreat or outpost..432
11.1.5 Permanent/in-house: The studio.......432
11.2 Building the space...................434
11.2.1 Space................................434
11.2.2 Walls................................434
11.2.3 Division of the space................435
11.2.4 Sound................................437
11.2.5 Flexibility..........................437
xii/xii
11.2.6 Furnishing..................................4-37
11.2.7 Connections.................................4-38
11.2.8 Low and high tech............................438
11.2.9 Inspiration..................................438
11.2.10 Scars........................................439
11.2.11 Lay out the process?.........................439
11.3 Space or no space?....................... 441
11.4 Cases...................................... 442
11.4.1 Case: Sending a message in a
major corporation............................444
11.4.2 Case: Sowing the seeds of
innovation and change........................447
This is Service Design Doing
12
EMBEDDING SERVICE
DESIGN IN ORGANIZATIONS
12.1 Getting started............................-455
12.1.1 Start with small projects...................456
12.1.2 Secure management buy-in...................457
12.1.3 Raise awareness.............................458
12.1.4 Build up competence.........................459
12.1.5 Give room to try............................459
12.2 Scaling up..................................462
12.2.1 The core service design team................462
12.2.2 The extended project team...................462
12.2.3 Choose a name that fits your culture........463
12.2.4 Connect with the service design community..464
12.3 Establishing proficiency....................467
12.3.1 Understand the design process...............467
12.3.2 Lead through co-creation....................468
12.3.3 Eat your own dog food.......................468
12.3.4 Practice empathy............................468
12.3.5 Look beyond quantitative
statistics and metrics.....................468
12.3.6 Reduce fear of change and failure.............469
12.3.7 Use customer-centric KPls.....................469
12.3.8 Disrupt your own business.....................469
12.3.9 Make design tangible..........................470
12.3.10 Bring service design into
the organizational DNA.......................470
12.4 Design sprints................................473
12.5 Cases.........................................478
12.5.1 Case: Including service design in
nationwide high school curricula.............480
12.5.2 Case: Introducing service design in a
governmental organization....................484
12.5.3 Case: Increasing national service design
awareness and expertise......................487
12.5.4 Case: Integrating service design in a
multinational organization...................491
12.5.5 Case: Creating a customer-centric culture
through service design.......................495
12.5.6 Case: Building up service design knowledge
across projects..............................
,499
|
| any_adam_object | 1 |
| author | Stickdorn, Marc 1980- Hormess, Markus ca. 20./21. Jh Lawrence, Adam ca. 20./21. Jh Schneider, Jakob |
| author_GND | (DE-588)133887634 (DE-588)1176551965 (DE-588)1176552392 (DE-588)143264117 |
| author_facet | Stickdorn, Marc 1980- Hormess, Markus ca. 20./21. Jh Lawrence, Adam ca. 20./21. Jh Schneider, Jakob |
| author_role | aut aut aut aut |
| author_sort | Stickdorn, Marc 1980- |
| author_variant | m s ms m h mh a l al j s js |
| building | Verbundindex |
| bvnumber | BV043956728 |
| classification_rvk | QQ 250 QP 624 AP 15040 ST 610 |
| classification_tum | WIR 839f |
| ctrlnum | (OCoLC)961367036 (DE-599)BSZ462738167 |
| discipline | Allgemeines Informatik Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV043956728 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T17:49:43Z |
| institution | BVB |
| isbn | 9781491927182 1491927186 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029365464 |
| oclc_num | 961367036 |
| open_access_boolean | |
| owner | DE-M347 DE-739 DE-945 DE-1049 DE-355 DE-BY-UBR DE-91 DE-BY-TUM DE-B768 DE-898 DE-BY-UBR DE-N2 DE-523 DE-703 DE-384 DE-1050 DE-860 DE-859 DE-573 DE-862 DE-BY-FWS DE-1029 DE-473 DE-BY-UBG DE-521 DE-Po75 |
| owner_facet | DE-M347 DE-739 DE-945 DE-1049 DE-355 DE-BY-UBR DE-91 DE-BY-TUM DE-B768 DE-898 DE-BY-UBR DE-N2 DE-523 DE-703 DE-384 DE-1050 DE-860 DE-859 DE-573 DE-862 DE-BY-FWS DE-1029 DE-473 DE-BY-UBG DE-521 DE-Po75 |
| physical | xxiii, 541 Seiten Illustrationen, Diagramme |
| publishDate | 2018 |
| publishDateSearch | 2018 |
| publishDateSort | 2018 |
| publisher | O'Reilly |
| record_format | marc |
| spellingShingle | Stickdorn, Marc 1980- Hormess, Markus ca. 20./21. Jh Lawrence, Adam ca. 20./21. Jh Schneider, Jakob This is service design doing applying service design thinking in the real world : a practitioners' handbook Service-Design (DE-588)1144189586 gnd Produktgestaltung (DE-588)4047340-5 gnd Management (DE-588)4037278-9 gnd Marketing (DE-588)4037589-4 gnd Design Thinking (DE-588)1052824455 gnd |
| subject_GND | (DE-588)1144189586 (DE-588)4047340-5 (DE-588)4037278-9 (DE-588)4037589-4 (DE-588)1052824455 |
| title | This is service design doing applying service design thinking in the real world : a practitioners' handbook |
| title_auth | This is service design doing applying service design thinking in the real world : a practitioners' handbook |
| title_exact_search | This is service design doing applying service design thinking in the real world : a practitioners' handbook |
| title_full | This is service design doing applying service design thinking in the real world : a practitioners' handbook by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider |
| title_fullStr | This is service design doing applying service design thinking in the real world : a practitioners' handbook by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider |
| title_full_unstemmed | This is service design doing applying service design thinking in the real world : a practitioners' handbook by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider |
| title_short | This is service design doing |
| title_sort | this is service design doing applying service design thinking in the real world a practitioners handbook |
| title_sub | applying service design thinking in the real world : a practitioners' handbook |
| topic | Service-Design (DE-588)1144189586 gnd Produktgestaltung (DE-588)4047340-5 gnd Management (DE-588)4037278-9 gnd Marketing (DE-588)4037589-4 gnd Design Thinking (DE-588)1052824455 gnd |
| topic_facet | Service-Design Produktgestaltung Management Marketing Design Thinking |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029365464&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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Table of Contents
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| Call Number: | F 03 QP 624 S854 Floor Plan |
|---|---|
| Copy 1 |
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