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Index
Cover
Title Page
Table of Contents
Foreword by Clive Dilnot
Preface
Part I: Understanding Services
01 Defining services
1.1 Introduction
1.2 Services are the soft infrastructure of society
1.3 Interactions are the core of services
1.4 Services are coproduced
1.5 The service-dominant logic
1.6 The false divide between goods and services
1.7 Product Service Systems
1.8 The products of service
1.9 Interview with Birgit Mager
1.10 L earning features
02 The service economy
2.1 Introduction
2.2 The economics of services
2.3 The market for service design
2.4 The customer-centric organization
2.5 The rise of the social economy
2.6 The sharing economy
2.7 Interview with Ezio Manzini
2.8 Learning features
03 Digital services
3.1 Introduction
3.2 The digital life
3.3 The Internet of Things: ecologies of devices, data, and infrastructure
3.4 Challenges of an increasingly digital world
3.5 The role of service design in digital services
3.6 Interview with Jodi Forlizzi
3.7 Learning features
04 Services for public interest
4.1 Introduction
4.2 Service innovation and the public sector
4.3 Service design capability for the public sector
4.4 Social innovation and collaborative services
4.5 Interview with Eduardo Staszowski
4.6 Learning features
05 The politics of service design
5.1 Introduction
5.2 The drama of services: emotional labor
5.3 Environmental sustainability of services
5.4 Services as systems and the issue of organizations’ politics
5.5 Interview with Cameron Tonkinwise
5.6 Learning features
06 Designing for services
6.1 Introduction
6.2 A new kind of design?
6.3 Core principles of service design
6.4 What kind of project and what kind of benefit?
6.5 The service design community
6.6 Interview with Daniela Sangiorgi
6.7 Learning features
Part II: The Service Design Process
07. Starting the service design process
7.1 Introduction
7.2 Case study: APAM Bus Company Mantua, Italy, by Intersezioni Design Integrated
7.3 Interview with Alessandro Confalonieri
7.4 Case study analysis
7.5 Methods and tools
Charting the service design process
Defining the service design brief
7.6 Learning features
08 Research and analysis
8.1 Introduction
8.2 Case study: The Burnaby Starter Project by InWithForward
8.3 Interview with Sarah Schulman
8.4 Case study analysis
8.5 Methods and tools
Research planning and strategy
Conducting landscape analysis
Observation
Interviews
Self-documentation
Journey maps, service blueprints, and system maps
Design themes, principles, and lists of requirements
8.6 Learning features
09 Generating service design concepts
9.1 Introduction
9.2 Case study: My Voice Project by Reboot
9.3 Interview with the Reboot team
9.4 Case study analysis
9.5 Methods and tools
Bridging research and ideation
Generating ideas and concepts: Brainstorming and codesign workshops
Creative aids: 2x2 diagrams, analogous problems, and case studies
Storytelling through making and embodiment
9.6 Learning features
10 Prototyping, testing, iterating
10.1 Introduction
10.2 Case study: YTA People’s Pharmacy by Hellon
10.3 Interview with Juha Kronqvist
10.4 Case study analysis
10.5 Methods and tools
Physical prototyping
Prototyping digital interactions: Low- and high-fi
Service experience simulation
10.6 Learning features
11 Implementation and evaluation
11.1 Introduction
11.2 Case study: London Olympic Games 2012
11.3 Interview with Alex Nisbett
11.4 Case study analysis
11.5 Methods and tools
Pilots and road maps
Business implications: The Business Model Canvas
Feedback strategies
Evaluation frameworks: ROI, SROI, monetized blueprint, RATER, and the Theory of Change
11.6 Learning features
12 Service design core capabilities
12.1 Introduction: A critical design literacy
12.2 Core capability 1: Active and empathic listening
12.3 Core capability 2: Process facilitation and stewardship
12.4 Core capability 3: Envisioning and visualizing
12.5 Core capability 4: Prototyping and testing
12.6 Core capability 5: Organizational change making
12.7 Interview with Lucy Kimbell
12.8 Learning features
Bibliography
Credits/Sources
Index
Acknowledgments
eCopyright
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