书籍介绍
与其说这是一本服务设计理论书，不如说它是一套可以反复取用的工具箱。全书以「五大原则」为骨架，铺陈从利益关系人地图、顾客旅程到服务蓝图的完整工具链，并在后半部以政府、医疗、招募等真实案例演示如何落地。读者最买账的，是它把抽象的服务拆解成可观察、可干预的接触点——连「洗手间再生纸折出斜角代表已完成清洁」这类细节，都被视为设计的语言。它适合刚接触领域、想快速建立框架的人，也适合需要一套共同语言与领导和客户沟通的从业者。但需注意：它重在原理与工具清单，执行细节与案例深度有限，翻译质量亦见分歧；若期待手把手的操作手册，可能会失望。
AI导读
核心看点
- 汇集23位专家智慧，系统介绍服务设计基本概念与跨学科特性
- 提供利害人地图、顾客旅程等实用工具箱，助力服务创新
- 通过政府、医疗等真实案例，展示服务设计在商业与社会的应用
读者共识
- 作为服务设计领域的入门经典，适合建立知识框架与启蒙思维
- 工具介绍实用但执行细节不足，理论与实践存在一定差距
- 部分版本翻译质量欠佳且书籍厚重，阅读体验有待改善
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"
目录
用户评论
可以作服务设计入门，但远远不够
原理和工具箱那部分挺实用的，写ppt忽悠领导和客户的利器，但是执行方法介绍的不够详细。案例还没来得及看。大陆版的纸张差评，这么厚的纸是出于什么考虑？
探索 创造 反思 执行
工具书
在离开之前读完了，很好的书，对服务设计进行了详尽易懂的解释，从概念-方法-案例的顺序让人很好地理解了服务设计。中间的方法介绍一条条列出来有点点无聊～
以后会一直陪着我的工具书💗
从案例看起，再翻到前面的工具理解会比较有意思~不知道是不是翻译的原因，排版没太能呈现出来
上学读过原版，翻译很烂
读的英文原版This is Service Design Thinking。服务设计工具箱，对案例的分析不深入。
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