Service Design

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.

Managing Priorities

Managing Priorities is your guide to prioritizing anything—anytime and anywhere. Harry Max digs into the best practices for prioritization at Apple, DreamWorks, NASA, Adobe, Google, Microsoft, and beyond, and brings them together in a single, practical method that you can apply step by step.

Who Should Read This Book?

Every business person who is even remotely interested in prioritization should read Managing Priorities. Whatever you need to prioritize—tasks, goals, OKRs, projects——this book is for you. Specific chapters are dedicated to what needs to happen and when for individuals, teams, and whole organizations.

Takeaways

• Learn what prioritization is.
• Gain insight into the costs of not prioritizing intentionally.
• Explore different methods of prioritization, including the Eisenhower Matrix, the Analytic Hierarchy Process, the Max Priorities Pyramid, Paired Comparison, Stack Ranking, and more (highlighted in the Appendix).
• Apply the author’s DEGAP® method of prioritization with its five phases: Decide, Engage, Gather, Arrange, Prioritize.
• Identify, understand, and address your current state or lack of prioritization (the context of your problem, the people involved, and the issues surrounding timing).
• Use a scale to differentiate items to prioritize and arrange them appropriately.
• Select an approach to prioritization that works for your specific situation.

The Jobs To Be Done Playbook

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn’t a nice-to-have, it’s a strategic imperative.

The Jobs To Be Done Playbook helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.

Who this book is for

Change makers and transformation agents inside of companies looking to shift focus towards a customer-centric perspective. It’s suited for managers and thought leaders seeking internal alignment around solving customer problems and addressing unmet needs. More specifically, this book is for people who have limited resources and would like to use JTBD in a lightweight manner.

Key takeaway

A new way of seeing your customers and their desired outcomes

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Designing Agentive Technology

Advances in narrow artificial intelligence make possible agentive systems that do things directly for their users (like, say, an automatic pet feeder). They deliver on the promise of user-centered design, but present fresh challenges in understanding their unique promises and pitfalls. Designing Agentive Technology provides both a conceptual grounding and practical advice to unlock agentive technology’s massive potential.

Deliberate Intervention

“Do no harm” is Alex Schmidt’s mantra throughout Deliberate Intervention—a book that delves into how policy and design can work together to prevent harms in technology. Using the journalistic approach she employed as an NPR reporter, Schmidt studies the history of policy making, its biases, and its evolution in the changing technology field. The beginning of each chapter highlights a graphic showing the transformation of policy and design, drawn by well-known illustrator, MJ Broadbent.

Readers will learn:

• How policy and design can partner.
• The history of policy and how evident harms have led to policy interventions and improvements.
• As harms emerge from technology, individuals and companies really do have the tools to intervene.
• Government can control harms with new policies.
• How to create better policy with solid design measures.
• What the future looks like for people with the advent of new technology.

Who this book is for:

This book is for anyone who is concerned about the harms of technology and interested in ways to circumvent them, i.e., policy makers, CEOs of tech companies, IT people, designers, lawyers, security analysts, product managers, healthcare workers, historians, writers—in other words, just about everyone. It’s particularly helpful for anyone who is designing anything that involves technology and is worried about the potential harm in their decision-making.

A Web for Everyone

If you are in charge of the user experience, development, or strategy for a web site, A Web for Everyone will help you make your site accessible without sacrificing design or innovation. Rooted in universal design principles, this book provides solutions: practical advice and examples of how to create sites that everyone can use.

We Need to Talk

Too few teams truly embrace healthy conflict—the secret to building great products—so Joshua Mauldin is writing a book that will teach you how to leverage it with practical, equitable, non-prescriptive methods to craft the best possible version of your product, your team, and even yourself.

This book will give you tools you can use immediately in your next tough conversation. Whether you’re having hard conversations with your boss about a crucial decision, a teammate who makes offensive jokes, or someone who’s underperforming on a team, this book will take the fear out of engaging in conflict.

Managing Chaos

Few organizations realize a return on their digital investment. They’re distracted by political infighting and technology-first solutions. To reach the next level, organizations must realign their assets—people, content, and technology—by practicing the discipline of digital governance. Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth.

Build Better Products

It’s easier than ever to build a new product. But developing a great product that people actually want to buy and use is another story. Build Better Products is a hands-on, step-by-step guide that helps teams incorporate strategy, empathy, design, and analytics into their development process. You’ll learn to develop products and features that improve your business’s bottom line while dramatically improving customer experience.