This is service design doing : applying service design thinking in the real word - a practitioners' handbook /
Editor: Marc Stickdorn, Adam Lawrence, Markus Hormess, Jakob Schneider
- Sebastopol: O'Reilly Media 2018.
- xxiii, 541 p.
Inclui índice
1. Why service design? -- 1.1. What do customers want? -- 1.2. The challenges for organizations -- 1.3. Why a service design approach? 2. 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 3. Basic service design tools -- 3.1. Research data -- 3.2. Personas -- 3.3. Journey maps -- 3.4. System maps -- 3.5. Service prototypes -- 3.6. Business model canvas 4. The core activities of service design -- 4.1. In search of a process for designing a service -- 4.2. Core patterns in the design process -- 4.3. Introducing the core activities of the TiSDD service design framework 5. Research -- 5.1. The process of service design research -- 5.2. Methods of data collection -- 5.3. Methods of data visualization, synthesis, and analysis -- 5.4. Cases 6. Ideation -- 6.1. Ideas -- 6.2. Decisions -- 6.3. The process of ideation -- 6.4. Ideation methods -- 6.5. Cases 7. Prototyping -- 7.1. The process of service prototyping -- 7.2. Prototyping methods -- 7.3. Cases 8 - Implementation -- 8.1. From prototype to production -- 8.2. Service design and change management -- 8.3. Service design and software development -- 8.4. Service design and product management -- 8.5. Service design and architecture -- 8.6. Cases 9. Service design process and management -- 9.1. Understanding the service process: a fast-forward example -- 9.2. Planning for a service design process -- 9.3. Managing the service design process -- 9.4. Examples/process templates -- 9.5. Cases 10. facilitating workshops -- 10.1. Key concepts of facilitation -- 10.2. Styles and roles of facilitation -- 10.3. Success factors -- 10.4. Key facilitation techniques -- 10.5. Methods -- 10.6. Cases 11. Making space for service design -- 11.1. Types of spaces -- 11.2. Building the space -- 11.3. Space or no space? -- 11.4. Cases 12. Embedding service design in organizations -- 12.1. Getting started -- 12.2. Scaling up -- 12.3. Establishing proficiency -- 12.4. Design sprints -- 12.5. Cases
9781491927182
Criatividade
Inovação
Design de Serviços
Administração Estratégica
Design Thinking
Inclui índice
1. Why service design? -- 1.1. What do customers want? -- 1.2. The challenges for organizations -- 1.3. Why a service design approach? 2. 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 3. Basic service design tools -- 3.1. Research data -- 3.2. Personas -- 3.3. Journey maps -- 3.4. System maps -- 3.5. Service prototypes -- 3.6. Business model canvas 4. The core activities of service design -- 4.1. In search of a process for designing a service -- 4.2. Core patterns in the design process -- 4.3. Introducing the core activities of the TiSDD service design framework 5. Research -- 5.1. The process of service design research -- 5.2. Methods of data collection -- 5.3. Methods of data visualization, synthesis, and analysis -- 5.4. Cases 6. Ideation -- 6.1. Ideas -- 6.2. Decisions -- 6.3. The process of ideation -- 6.4. Ideation methods -- 6.5. Cases 7. Prototyping -- 7.1. The process of service prototyping -- 7.2. Prototyping methods -- 7.3. Cases 8 - Implementation -- 8.1. From prototype to production -- 8.2. Service design and change management -- 8.3. Service design and software development -- 8.4. Service design and product management -- 8.5. Service design and architecture -- 8.6. Cases 9. Service design process and management -- 9.1. Understanding the service process: a fast-forward example -- 9.2. Planning for a service design process -- 9.3. Managing the service design process -- 9.4. Examples/process templates -- 9.5. Cases 10. facilitating workshops -- 10.1. Key concepts of facilitation -- 10.2. Styles and roles of facilitation -- 10.3. Success factors -- 10.4. Key facilitation techniques -- 10.5. Methods -- 10.6. Cases 11. Making space for service design -- 11.1. Types of spaces -- 11.2. Building the space -- 11.3. Space or no space? -- 11.4. Cases 12. Embedding service design in organizations -- 12.1. Getting started -- 12.2. Scaling up -- 12.3. Establishing proficiency -- 12.4. Design sprints -- 12.5. Cases
9781491927182
Criatividade
Inovação
Design de Serviços
Administração Estratégica
Design Thinking
