Service Design

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society

Table of Contents

Chapter 1: Insurance Is a Service, Not a Product

Chapter 2: The Nature of Service Design

Chapter 3: Understanding People and Relationships

Chapter 4: Turning Research into Insight and Action

Chapter 5: Describing the Service Ecology

Chapter 6: Developing the Service Proposition

Chapter 7: Prototyping Service Experiences

Chapter 8: Measuring Services

Chapter 9: The Challenges Facing Service Design

Review

For anyone making the journey into the world of service design, this book, informed by its authors’ hard-won knowledge and field experience, should be your first stop. –Jesse James Garrett, author of The Elements of User Experience

This book is a great introduction to service design by people who shaped this approach from its early years on. It explains many established tools and methods with encouraging real-life cases. The authors succeed in generating a mix of inspiring hands-on examples that motivates the reader to instantly try some of the methods, while its content is based on well-researched scholarly literature. –Marc Stickdorn, editor and co-author of This Is Service Design Thinking

An easy-to-read introduction to service design, with great examples from one of the world’s leading service design agencies. A ‘must read’ for anyone who wants to become familiar with service design in theory, methods, and practice! –Prof. Birgit Mager, President, Service Design Network gGmbH

This book is a great introduction to service design by people who shaped this approach from its early years on. It explains many established tools and methods with encouraging real-life cases. The authors succeed in generating a mix of inspiring hands-on examples that motivates the reader to instantly try some of the methods, while its content is based on well-researched scholarly literature. –Marc Stickdorn, editor and co-author of This Is Service Design Thinking

An easy-to-read introduction to service design, with great examples from one of the world’s leading service design agencies. A ‘must read’ for anyone who wants to become familiar with service design in theory, methods, and practice! –Prof. Birgit Mager, President, Service Design Network gGmbH

About the Author

The book is a collaboration between Andy Polaine and live|work founders, Ben Reason and Lavrans Løvlie. live|work are regarded as one of pioneers of Service Design as a discipline and one of the leading agencies working in service design and innovation. Their work and writing has been featured in numerous publications and books. Andy Polaine has many years’ experience as an interaction designer and lecturer and now researches and teaches Service Design in Switzerland. He has also worked as a design journalist for over a decade.