Service Design – from insight to implementation

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This week I’ve read Service Design – from insight to implementation by Andy Polaine. It is a truly great book and you´ll find the most interesting parts of it below.

What is Service Design – from insight to implementation?

Even though it may be obvious what differs a service from a product I found stuff in this book that sparked my imagination. I would say that Service Design – from insight to implementation is almost like a handbook for service designer. Of course, that is a good thing if you intend to design services. And almost all of us are nowadays.

The service economy is all around us, and that is why this book should be useful for almost everyone. For me who´s in digital advertising, it will be. I like to see my work as planning and tweaking services to enhance value for the user and the provider. Service Design – from insight to implementation includes a quite detailed process of doing so, just like the title says.

And there is a big value in understanding the whole process from beginning to end since you can pick the parts that are applicable to your purpose and customize them to your needs. You can´t just copy the process straight off from the book, but you can use the content as a backbone to build your stuff on. For that purpose, Service Design – from insight to implementation is worth gold.

Service Design - from insight to implementation

Download Service Design – from insight to implementation

More on Service Design – from insight to implementation

Here’s a link to Service Design – from insight to implementation website. Also make sure you stop by the author Andy Polaine´s blog if you haven’t already. It isn’t updated very often but I found a couple of good reads there. One website that you definitely shouldn’t miss is Service Design Tools. This is the perfect extension of the book holding an open collection of communication tools for service design.

Amazon´s description of Service Design – from insight to implementation

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. Given that we live in a service and information age, a practical, thoughtful book about how to design better services is urgently needed.

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