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Service Design: From Insight to Implementation [Kindle Edition]

Andy Polaine , Lavrans Løvlie , Ben Reason

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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.


  • Format: Kindle Edition
  • Dateigröße: 6816 KB
  • Seitenzahl der Print-Ausgabe: 216 Seiten
  • Gleichzeitige Verwendung von Geräten: Keine Einschränkung
  • Verlag: Rosenfeld Media; Auflage: 1 (13. März 2013)
  • Verkauf durch: Amazon Media EU S.à r.l.
  • Sprache: Englisch
  • ASIN: B00BI5O6DI
  • Text-to-Speech (Vorlesemodus): Aktiviert
  • X-Ray:
  • Word Wise: Nicht aktiviert
  • Erweiterte Schriftfunktion: Nicht aktiviert
  • Amazon Bestseller-Rang: #148.470 Bezahlt in Kindle-Shop (Siehe Top 100 Bezahlt in Kindle-Shop)

  •  Ist der Verkauf dieses Produkts für Sie nicht akzeptabel?

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Die hilfreichsten Kundenrezensionen auf (beta) 4.6 von 5 Sternen  19 Rezensionen
13 von 13 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Simple and complete introduction to service design 19. März 2013
Von Maish Nichani - Veröffentlicht auf
This book nicely unpacks service design for the practitioner. Other books on service design made the discipline look more complicated than what it really is.

Here's what I liked:

* The authors use case studies to explain concepts. The insurance case study in chapter 1 itself is worth the price of the book.
* Methods such as blueprinting and prototyping are discussed, but unlike other books, the authors nicely describe how to put the methods to use.
* The language is simple and easy to understand. I finished most of the book in one sitting.
* The book is complete. Stuff like selling, sustaining and measuring service design are also covered.

Here are a few of the many nuggets of wisdom I picked up from the book:

"Applying the same mindset to designing a service as to the design of a product can lead to customer-hostile rather than user-friendly results"

"The problem is that customers don't just care about individual touch points. They experience services in totality and base their judgement on how well everything works together to provide them with value."

"The most rewarding way to use the theatrical metaphor is to think about service as improvisational theatre. If you provide users and staff with a good 'stage' on which to interact, and give them well-defined roles, clear goals, and the necessary props, people are likely to make the most out of the situation and create great experiences together."
6 von 6 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Great Book, clear, easy to understand with terrific examples 23. Dezember 2013
Von Mark P. McDonald - Veröffentlicht auf
Verifizierter Kauf
Service Design is one of the best books I have read this year as it unpacks the jargon ladened discipline of service design. The term service design reflects an enhancement of products, services and experiences to reflect the competitive, digital and consumer powered world we face. How you design experience into a product, particularly from the customers point of view is a challenge and service design is one answer to that challenge.

The chapter structure of the book provides an illustration to the clarity, focus and actionability of the advice offered in this book. You will not be a 'service designer' after having read the book, but you can be a highly productive participant in a service design project.

Chapter 1: "Insurance is a service, not a product" provides an end to end case example of how service design applies to in a real market context.

Chapter 2: The nature of service design covers its development, evolution and basic way of thinking.

Chapter 3: Understanding people and relationships looks at the human element, across all actors, in setting expectations and creating experiences that drive effective services.

Chapter 4: Turning research into insight looks at tools and methods for taking qualitative input and quantitative data to create meaningful insight.

Chapter 5: Describing the service ecology recognizes that while 'the product stands alone' a service lives in the white space between multiple people and actors. Fans of "ecosystems' will enjoy this chapter.

Chapter 6: Developing a service proposition gets into the meat of the tools and techniques which are beautifully illustrated in the text.

Chapter 7: Prototyping service experiences is pretty self explanatory discussing the different techniques etc.

Chapter 8: Measuring services addresses one of the hot buttons of service design -- how do you know they are working?

Chapter 9: The challenges facing service design provides a look forward at the potential of service thinking to change business, society and commerce.

This book lays out the service design rational, basic process and major deliverables (service blueprint) in less than 200 pages. Polaine, Lovlie and Reason has written a book that is largely free of 'design' jargon and readily accessible to the business or technology professional. Overall this is an excellent book and highly recommended.
4 von 4 Kunden fanden die folgende Rezension hilfreich
2.0 von 5 Sternen Great text, but many images and examples are not in English. 1. Oktober 2014
Von D. Manders - Veröffentlicht auf
Verifizierter Kauf
If this review only took into account the text of the book, I'd give it five stars. I own a small, local service business with a few locations, and though this book is intended primarily for people interested in service design as a profession, I've found it very insightful as a business owner. My company is planning on expanding in the near future, and I'm incorporating a lot of the ideas and processes in this book into a refinement of our service proposition before we do. The text is clear and concise, and offers valuable insights for a small business owner looking to refine their offering and put themselves a level above their competition.

That said, the glaring shortcoming of this book is the photos/graphic examples. A significant portion of these come from one of the authors' work for Gjensidige, an insurance company in Norway. While there is nothing wrong with this—and in fact I like having a common thread of examples run through a text like this so it's easy to comprehend how different concepts are relative to the whole—the examples have not been translated into English. This is a serious, serious flaw and I can't understand how the publisher let this get through. There are numerous images from the company's website displayed in Norweigan, but if I visit the site myself Chrome knows it's not English and offers to translate it for me so it would have taken a minimal amount of work to display it as such in the book. I can only assume that the images were taken during the design work and reused in the book, which would be fine if they were in English, but in this case is downright lazy. An even more egregious example are the sample Channel Specifications on pages 125 and 126, which serve to provide more detail on specific touchpoints in the service blueprint. These are simply screenshots of text files—which one of the authors clearly has access to as it was his own work—which no one bothered to translate. The result is two full pages of graphic examples which can convey nothing to a non-Norweigan speaker other than: "A Channel Specification should be a series of paragraphs".

I hope that the authors and publishers fix this in future editions, as this is an otherwise excellent book. At the very least, while it doesn't excuse the oversight of giving English readers examples in Norweigan, it would be great if English language copies of these images and examples were made available on a website for owners of the current edition.
2 von 2 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Must read for anybody serious about service design and design thinking 6. Juni 2013
Von alberta soranzo - Veröffentlicht auf
Service and product design are two entirely different beasts and this book does a wonderful job of explaining the differences in an understandable, yet thorough way.

The authors provide numerous case studies and examples on how to use the methods described in the chapters and their insight into the details of day-to-day service design practice are invaluable and right on point.

Anybody interested at any level in service design should read this book: from newcomers to seasoned practitioners, there's something valuable for everybody. This became apparent during the recent GovJam--a service design global event, when we "lost" one of the "jammers", who was later found hidden in a corner completely immersed in the book, offered among other resources to the participants.

Highly recommended.
1 von 1 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen fantastic resource even for the experienced designer 16. Juli 2013
Von proto_kai - Veröffentlicht auf
Format:Kindle Edition|Verifizierter Kauf
The case studies show a diversity of approached and applications, while the more theoretical sections are easy to understand and useful to demonstrating the value of service design for clients. Recommended even for the experienced practitioner.
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