Thinking in Services PDF Download

Author: Majid Iqbal
Publisher: Bis Publishers
ISBN: 9789063694890
Category : Customer services
Languages : en
Pages : 240

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Book Description
Thinking in Services offers new perspectives for exploring the universe of services, grasping their realities, and deepening our understanding of them. With drawings, symbols, and a few extraordinary words, this book introduces the basis of a design language for services.

Author: Bon Ku
Publisher: MIT Press
ISBN: 0262358913
Category : Design
Languages : en
Pages : 226

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Book Description
Applying the principles of human-centered design to real-world health care challenges, from drug packaging to early detection of breast cancer. This book makes a case for applying the principles of design thinking to real-world health care challenges. As health care systems around the globe struggle to expand access, improve outcomes, and control costs, Health Design Thinking offers a human-centered approach for designing health care products and services, with examples and case studies that range from drug packaging and exam rooms to internet-connected devices for early detection of breast cancer. Written by leaders in the field—Bon Ku, a physician and founder of the innovative Health Design Lab at Sidney Kimmel Medical College, and Ellen Lupton, an award-winning graphic designer and curator at Cooper Hewitt Smithsonian Design Museum—the book outlines the fundamentals of design thinking and highlights important products, prototypes, and research in health design. Health design thinking uses play and experimentation rather than a rigid methodology. It draws on interviews, observations, diagrams, storytelling, physical models, and role playing; design teams focus not on technology but on problems faced by patients and clinicians. The book's diverse case studies show health design thinking in action. These include the development of PillPack, which frames prescription drug delivery in terms of user experience design; a credit card–size device that allows patients to generate their own electrocardiograms; and improved emergency room signage. Drawings, photographs, storyboards, and other visualizations accompany the case studies. Copublished with Cooper Hewitt, Smithsonian Design Museum

Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1156

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Book Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Author: Natalie W. Nixon
Publisher: Bloomsbury Publishing USA
ISBN: 1628924705
Category : Design
Languages : en
Pages : 273

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Book Description
Who can design? For too long, that question has highlighted the supposed division between right-brain dominant “creative types” and left-brain dominant “analytical types." Such a division is not practical for preparing students to become innovative contributors to the complex world of design. Strategic Design Thinking guides readers to cultivate hybrid thinking, whether their background is design, finance, or any discipline in between. This book is an introduction to an integrative approach using the lens of design thinking as a way to see the world. The focus is on process instead of solution, and on connecting disparate ideas instead of getting bogged down by silos of specialization. Through this book, students will be introduced to design management, strategic design, service design, and experience design.

Author: Mario A. Pfannstiel
Publisher: Springer
ISBN: 3030007499
Category : Medical
Languages : en
Pages : 535

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Book Description
This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Author: Michael Lewrick
Publisher: John Wiley & Sons
ISBN: 1119467500
Category : Design
Languages : en
Pages : 943

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Book Description
A radical shift in perspective to transform your organization to become more innovative The Design Thinking Playbook is an actionable guide to the future of business. By stepping back and questioning the current mindset, the faults of the status quo stand out in stark relief—and this guide gives you the tools and frameworks you need to kick off a digital transformation. Design Thinking is about approaching things differently with a strong user orientation and fast iterations with multidisciplinary teams to solve wicked problems. It is equally applicable to (re-)design products, services, processes, business models, and ecosystems. It inspires radical innovation as a matter of course, and ignites capabilities beyond mere potential. Unmatched as a source of competitive advantage, Design Thinking is the driving force behind those who will lead industries through transformations and evolutions. This book describes how Design Thinking is applied across a variety of industries, enriched with other proven approaches as well as the necessary tools, and the knowledge to use them effectively. Packed with solutions for common challenges including digital transformation, this practical, highly visual discussion shows you how Design Thinking fits into agile methods within management, innovation, and startups. Explore the digitized future using new design criteria to create real value for the user Foster radical innovation through an inspiring framework for action Gather the right people to build highly-motivated teams Apply Design Thinking, Systems Thinking, Big Data Analytics, and Lean Start-up using new tools and a fresh new perspective Create Minimum Viable Ecosystems (MVEs) for digital processes and services which becomes for example essential in building Blockchain applications Practical frameworks, real-world solutions, and radical innovation wrapped in a whole new outlook give you the power to mindfully lead to new heights. From systems and operations to people, projects, culture, digitalization, and beyond, this invaluable mind shift paves the way for organizations—and individuals—to do great things. When you're ready to give your organization a big step forward, The Design Thinking Playbook is your practical guide to a more innovative future.

Author: Tim Brown
Publisher: Harper Collins
ISBN: 0061937746
Category : Business & Economics
Languages : en
Pages : 278

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Book Description
In Change by Design, Tim Brown, CEO of IDEO, the celebrated innovation and design firm, shows how the techniques and strategies of design belong at every level of business. Change by Design is not a book by designers for designers; this is a book for creative leaders who seek to infuse design thinking into every level of an organization, product, or service to drive new alternatives for business and society.

Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262

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Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Author: Marc Stickdorn
Publisher: Bis Publishers
ISBN: 9789063692797
Category : Creative ability in business
Languages : en
Pages : 376

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Book Description
This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.

Author: Lucy Kimbell
Publisher: BIS Publishers
ISBN: 9789063693534
Category : Business & Economics
Languages : en
Pages : 0

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Book Description
This is an essential read for managers in forms that used to have a product focus and that are trying to shift towards designing services and experiences. By covering the early stages of the innovation process, it guides readers throught developing new knowledge, creating service concepts and prototyping experiences. It's valuable not only for service innovation and design practicioners but also visionary business leaders who understand that creating destinct customer experiences is the future of innovation.