Publisher: O'Reilly, 2018, 542 pages
Keywords: Product Management
A practitioners' handbook
Great customer experience needs a common language across discipline to break down the silos within an organization. Service design thinking — or whatever you might call what you're doing — provides a consistent model and toolset for accomplishing this. This book gives you a comprehensive introduction to the overall design of services (actually, of any product), detailed step-by-step descriptions of all the main activities, hands-on instructions for the most important service design tools and nethods, as well as many case studies of applied service design from all over the world.
You'll be able to focus on your users, customers, and employees to iteratively improve their experience. You'll learn specific facilitation guidelines on how to run workshops, use all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. This book will help you to move from theory to practice as you connect experience to operations and to business success, building a customer-centric culture in your organization.
I had no high hope when I started reading this book, due to the hype about Service Design, but I was impressed by what I think was a practical description of different stages and considerations in Product Management, that could be utilsed and acted upon. Some insights were present, so that you really believed the authors knew what they were writing about.
A positive book, that in many ways even manages to avoid the dogma about their subject matter and acknowledges there are circumstances were other approaches may be valid.