This Is Service Design Doing

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success. About the Author Marc Stickdorn Marc is the Co-Founder and CEO of More than Metrics, a company creating software for service design, such as Smaply and ExperienceFellow. With a background in strategic management and service design, he helps organizations to sustainably embed service design in their structures, processes, and culture. In 2010, he published the award-winning book This is Service Design Thinking together with Jakob. Marc regularly speaks at conferences on service design and startups. He teaches service design at various universities and gives public and exclusive executive courses. He is pursuing a PhD at the University of Erlangen-Nuremberg in Germany in information systems based on design science, in which he has developed a new mobile ethnographic research approach. He is now almost finished, and has been for several years ... If Marc is not working, he loves traveling with a backpack or in his VW van, going on sailing trips, or riding his classic Triumph Bonneville motorcycle. He lives in Innsbruck, Austria, surrounded by the European Alps. Markus Hormess Markus is co-founder of WorkPlayExperience, a service innovation consultancy. He loves to work and coach at the intersection of design, business and technology – building on his experience of service design and business consulting, and on his background in theoretical physics. In his daily work, Markus helps organizations tackle complex business problems and make cultures more agile and human-centered. The focal point of his work is prototyping in service design, where he constantly pushes the boundaries of what a dedicated team can achieve with limited resources. Markus is co-initiator of the Global Service Jam as well as the Global Sustainability Jam and the Global GovJam. He teaches service design at various universities and gives public and private executive courses. Markus loves good design, human technology, practical experiments, authentic services and playfulness in all things. In between project work and his growing family, Markus builds stuff in his local makerspace and occasionally performs as a DJ and bass player. He lives near Nuremberg/Germany.