From Insight to Implementation
by Andy Polaine, Lavrans Løvlie & Ben Reason
Some 70% of economic activity in Western economies is in services—from babysitting to banking. Computer and telecommunications technologies have enabled the development of complex service systems that combine personal contact, physical artifacts, websites, and large software systems. Designing these well contributes to the well-being of citizens and to increased competitiveness and efficiency for the companies or public entities that provide them. This book, written by innovative pioneers in the field and based on their extensive experience, is an excellent description of a methodology for managing the complexity of the design of modern services to satisfy the needs of both consumers and providers."—Gillian Crampton Smith, Professor, Iuav University of Venice
We have unsatisfactory experiences when we use banks, buses, health services and insurance companies. They don't make us feel happier or richer. Why are they not designed as well as the products we love to use such as an Apple iPod or a BMW?
The 'developed' world has moved beyond the industrial mindset of products and the majority of 'products' that we encounter are actually parts of a larger service network. These services comprise people, technology, places, time and objects that form the entire service experience. In most cases some of the touchpoints are designed, but in many situations the service as a complete ecology just "happens" and is not consciously designed at all, which is why they don't feel like iPods or BMWs.
One of the goals of service design is to redress this imbalance and to design services that have the same appeal and experience as the products we love, whether it is buying insurance, going on holiday, filling in a tax return, or having a heart transplant. Another important aspect of service design is its potential for design innovation and intervention in the big issues facing us, such as transport, sustainability, government, finance, communications and healthcare.
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.
Along with many other insights, this book offers:
- A clear explanation of what service design is and what makes it different from other ways of thinking about design, marketing and business.
- Service design insights, methods and case studies to help you move up the project food chain and have a bigger design impact on the entire service ecosystem.
- Practical advice to help you sell the value of service thinking within your organisation and to clients.
- Ways to help you develop business, design, environmental and social innovation through service design.