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This Is Service Design Thinking - Marc Stickdorn

This Is Service Design Thinking

Marc Stickdorn

出版社

Wiley

出版时间

2012-01-11

ISBN

9781118156308

评分

★★★★★

标签

服务设计ServiceDesign设计用户体验

书籍介绍
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.
AI导读
核心看点
  • 系统阐述服务设计思维，提升客户体验
  • 详解AT-ONE模型与四阶段设计流程
  • 提供丰富的设计工具与实战案例分析
适合谁读
  • 服务设计、交互设计及用户体验从业者
  • 希望提升服务品质的企业管理者
  • 设计专业学生及相关领域初学者
读前提醒
  • 本书偏重理论框架，建议结合实践理解
  • 部分案例略显陈旧，需关注思维逻辑
  • 适合作为工具书查阅，非系统性科普
读者共识
  • 服务设计领域的入门级经典教材
  • 理论清晰但部分方法略显过时
  • 结构严谨，适合建立系统化认知

本导读基于书籍简介、目录、原文摘录、短评和书评生成，不等同于全文精读。

精彩摘录
  • "Service design is about choosing the most relevant touchpoints for service delivery and designing a consistent customer experience across these many touchpoints. It looks for opportunities to introduce potentially new and more effective touchpoints, remove weak touchpoints and to coordinate the user"
  • "服务的实体化物品与证据也因此可以在实际服务时间之外，将您的服务延长到服务后阶段"
  • "像是将洗手间的再生纸折叠出斜角，就可以代表清洁工作已经完成。"
  • "Designers possess more than simply an ability to style products; they are practitioners of an applied process of creative skills: identifying problems, researching, analysing, evaluating, synthesising and then conceptualising, testing and communicating solutions. Design, what ever the discipline, is"
  • ""And what designers need to learn and this is the most important thing, is the language of the business world. Only by learning that language can you effectively voice the arguments for design""
  • "If you would ask ten people what service design is, you would end up with eleven diffrent answers - at least."
  • "In particular, the approach of service design refers to the process of designing rather than to its outcome. The outcome of a service design process can have various forms: rather abstract organisational structures, operation processes, service experiences and even concrete physical objects."
  • "Beauty as a side effect of a functional task"
作者简介
Marc Stickdorn (Austria; http://thisisservicedesignthinking.com; www.destinable.com) is co-founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools. He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation. His main areas of interest are service design and strategic marketing management particularly in a tourism context. Jakob Schneider (Germany) is a graphic designer based in Germany.
用户评论
看的英文版。主要介绍方法和工具。 本科做服务设计项目时的入门书。
了解一些基础概念，服务设计随着社会、环境、硬体的进步，用户的消费观念和行为的改变，一些方法或实践部分，在现今看来有点不适用，但是对服务设计的思维，是很好的启发。
教科书工具书形式，不是特别接地气。
iterative four steps : exploration(discover) , creation(concept design) , reflection(prototype) ,implementation . ATONE:actors, touchpoints , offerings, needs, experience. stakeholder maps, service safaris , shadowing, customer journey maps, contextual interview, the 5 why's , cultural probes , mobile ethnography , a day in the life, expectation..
一般般吧。没什么特别新的观点。
早两年看这本书就好了，不过这是本教科书，更多的实践才能掌握。
入门书还可以，中间的内容标注颜色区分色信息可视化蛮有意思的，是对服务设计的简单介绍，当时读完其实还是云里雾里，缺少案例
理论讲的很好，工具部分也很好，和之前实践的以及理解到的没有偏差，以后要继续实践啊！
为服务设计写的教科书学习体验自然很不错。符号体系和内容组织都特别清晰，在不同作者写作的情况下能够很好地保证内容和结构的统一感。既是入门，也留有很多可以深挖专研的线索。有些遗憾的是案例部分图表不太详实，过程缺乏细节，现在读来也有些缺乏新意。
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