This is service design doing : applying service design thinking in the real world : a practioner's handbook / by Marc Stickdorn, Markus Hormess, Adam Lawrence, Jakob Schneider.
-
Stickdorn, Marc (författare)
-
Hormess, Markus (författare)
-
Lawrence, Adam (författare)
-
Schneider, Jakob (författare)
- ISBN 9781491927151
- Publicerad: Sebastopol, CA : O'Reilly, [2018]
- Engelska 1 online resource
-
Läs hela texten
- Relaterad länk:
-
https://samples.over... (Excerpt)
-
https://img1.od-cdn.... (Image)
-
http://search.ebscoh... (EBSCOhost)
-
https://www.overdriv... (OverDrive)
Innehållsförteckning
Ämnesord
Stäng
- Intro; Copyright; Table of Contents; Preface; 01 Why Service Design?; 1.1 What Do Customers Want?; 1.2 The Challenges for Organizations; United Breaks Guitars; Why I Choose Service Design; 1.3 Why a Service Design Approach?; 02 What Is Service Design?; 2.1 Defining Service Design; 2.2 Different Views; 2.3 Origins and Progress; 2.4 What Service Design Isn't; 2.5 The Principles of Service Design, Revisited; Service design and service-dominant logic: A perfect match; The 12 Commandments of Service Design Doing; 03 Basic Service Design Tools; Tools vs. Methods; 3.1 Research Data.
- Assumption-based vs. research-based tools3.2 Personas; Boundary objects; 3.3 Journey Maps; Dramatic arcs; Steps, touchpoints, and moments of truth; 3.4 System Maps; Stakeholder terminology; 3.5 Service Prototypes; Service prototyping: This is how you learn, and always have; Physical evidences; 3.6 Business Model Canvas; 04 The Core Activities of Service Design; 4.1 In Seach of a Process for Designing a Service; Iterative and adaptive design in a VUCA world; 4.2 Core Patterns in the Design Process; Patience, young Padawan, your time will come.
- Adapt and iterative forward, or how to not go in circles4.3 Introducing the Core Activities of the TISDD Service Design Framework; 05 Research; Move Beyond Assumptions; 5.1 The Process of Service Design Research; Overt vs. covert research; Generic stages of a customer journey; Problem space vs. solution space; 05B Research Methods; 5.2 Methods of Data Collection; Desk Research; Self-Ethnographic Approach; Participant Approach; Non-Participant Approach; Co-Creative Workshop; 5.3 Methods of Data Visualization, Synthesis, and Analysis; 05C Research Cases.
- 5.4.1 Case: Applying Ethnography to Gain Actionable Insights5.4.2 Case: Using Qualitative and Quantitative Research in Service Design; 5.4.3 Case: Developing and Using Valuable Personas; 5.4.4 Case: Illustrating Research Data with Journey Maps; 5.4.5 Case: Current-State (As-Is) and Future-State (To-Be) Journey Mapping; 06 Ideation; Where Ideas Come From; 6.1 Ideas; 6.2 Decisions; Abductive thinking; 6.3 The Process of Ideation; Reflection out of action; The Kano model; 06B Ideation Methods; 6.4 Ideation Methods; 06C Ideation Cases; 6.5.1 Case: Opening the Design Studio to Your Customers.
- 6.5.2 Case: Co-Design with Hybrid Methods6.5.3 Case: Building on Solid Research; 6.5.4 Case: Mixed-Method Ideation; 6.5.5 Case: Supporting Creativity with Trigger Visuals; 07 Prototyping; Reducing Uncertainty; 7.1 The Process of Service Prototyping; Experiential aspects: Getting concrete; Wishlists and hostages; Two types of service prototyping: Direct experience vs. indirect imagination; Dealing with failure of prototypes and critique; 07B Prototyping Methods; 7.2 Prototyping Methods; From specialized approaches to your own living prototyping lab; 07C Prototyping Cases.
Ämnesord
- Service industries -- Management. (LCSH)
- BUSINESS & ECONOMICS / Industrial Management. (bisacsh)
- BUSINESS & ECONOMICS / Management. (bisacsh)
- BUSINESS & ECONOMICS / Management Science. (bisacsh)
- BUSINESS & ECONOMICS / Organizational Behavior. (bisacsh)
- Service industries -- Management. (fast)
Genre
- Electronic books.
Klassifikation
- HD9980.5 (LCC)
- BUS (ämneskategori)
- BUS (ämneskategori)
- BUS (ämneskategori)
- BUS (ämneskategori)
- 658 (DDC)
- Qba (kssb/8 (machine generated))
Inställningar
Hjälp
Titeln finns på 7 bibliotek.
Ange som favorit
-
Luleå universitetsbibliotek, Digitala resurser (LTUd)Ange som favorit
-
Bibliotekets webbplats
-
-
Läs hela (Online access for LTU) (EBSCO eBooks)
Öppettider, adress m.m.
-
Luleå universitetsbibliotek, Digitala resurser (LTUe)Ange som favorit
-
Bibliotekets webbplats
-
-
Läs hela (Endast för användare inom LTU)
Öppettider, adress m.m.
-
Mittuniversitetet, Digitala biblioteket (Miun)Ange som favorit
-
Bibliotekets webbplats
-
-
Läs hela (Online access for MIU) (ProQuest Ebook Central) (fulltext)
Öppettider, adress m.m.
Ange som favorit
-
Uppsala universitetsbibliotek, Digitala biblioteket (Udix)Ange som favorit
-
Bibliotekets lokala katalog
-
-
Läs hela (Tillgänglig för användare inom Uppsala universitet) (fulltext) (O'Reilly Online Learning: Academic/Public Library Edition)
Öppettider, adress m.m.
Ange som favorit
-
Göteborgs universitetsbibliotek, E-resurser (Gdix)Ange som favorit
-
Bibliotekets lokala katalogFind@GU
-
-
Läs hela (Tillgänglig för Göteborgs universitet / Online access for the University of Gothenburg) (Ebook Central Perpetual, DDA and Subscription Titles:Full Text)
Öppettider, adress m.m.
-
Högskolan i Halmstad, E-resurser (Hald)Ange som favorit
-
Bibliotekets lokala katalogCheck local availability
-
-
Läs hela (Tillgänglig för användare inom Högskolan i Halmstad) (fulltext) (EBSCOhost Ebooks)
Öppettider, adress m.m.
Ange som favorit
-
Malmö universitetsbibliotek, E-resurser (Maud)Ange som favorit
-
Bibliotekets webbplats
-
-
Läs hela (Online access for MAU) (ProQuest Ebook Central) (fulltext)
Öppettider, adress m.m.