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Service Design

From Insight to Implementation 

Published: March 2013 Paperback: 216 pages, ISBN 1-933820-33-0 Digital: ISBN 1-933820-61-6

by Andy Polaine, Lavrans Løvlie & Ben Reason

Service Design

Service Design provides a good balance of theory and practice with a great range of case studies to illustrate how the theory has been put into practice and the resulting difference that makes. This book is not to be missed for those with a passing interest in service design, new students of design, and old hands who can rebase their knowledge. This book takes the reader through the why, what, and how of service design. It illustrates the importance of people and their relationship with services, and showcases the collaborative approach of co-production and the value that it brings."

—Dr. Lynne Maher, Director for Innovation and Design, NHS Institute for Innovation and Improvement

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.

“Service Design” Blog

UX Australia Presentation and Workshop – August 2013

I (Andy) will be in Melbourne at the end of the month to give a talk and run a workshop at UX Australia 2013. Even though it is winter and most probably raining there, I’m really looking forward to seeing Melbourne again. It has been a while since I was last there. If you’re at …

UX LX and Service Design Drinks Lisbon

### From UX to Service Design at UX-LX I (Andy) am really thrilled to be heading off to Lisbon tomorrow to run a workshop at UX-LX in Lisbon called [From UX to Service Design](https://www.ux-lx.com/speaker.html?n=andypolaine#workshop). It’s only 3.5 hours, which sounds like a long time, but is pretty short to get stuck into this, so I’ll …

We have lift off! The book is launched.

It is such a pleasure to finally be writing this post announcing the official publication of *Service Design: From Insight to Implementation* today. Cue fireworks and champagne! If all has gone to plan, you should see the updated table of contents and summary here on the book’s site. You will also see the shiny “Add …

O’Reilly Webcast – Service Design: Designing cross-channel service experiences

Ben, Lavrans and I are going to be doing (giving? What does one say…?) an O’Reilly Webcast titled Service Design: Designing cross-channel service experiences on the 14th March. The time of the webcast is: 10AM PT, San Francisco | 5pm – London | 1pm – New York | Fri, Mar 15th at 4am – Sydney …

Are we there yet?

It’s been rather a long time since we posted “A Big Day” having submitted the manuscript to our editor at Rosenfeld Media. Given the ever-increasing tweets of “How is the book going?” I thought I would give you patient people an update. The book is finished! Really? What took so long? Finishing a manuscript is …