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.

    Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes.Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience designThe Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product--the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. "Service Design for Business" gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

    Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully.

    But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you're armed with this data, you can provide users with real value.Mapping Experiences is divided into three parts:Understand the underlying principles of diagramming, and discover how these diagrams can inform strategyLearn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experimentsSee key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models

    The reality is that most innovations come from a process of rigorous examination through which great ideas are identified and developed before being realized as new offerings and capabilities.This book introduces the idea of design thinking‚ the collaborative process by which the designer′s sensibilities and methods are employed to match people′s needs not only with what is technically feasible and a viable business strategy. In short‚ design thinking converts need into demand. It′s a human−centered approach to problem solving that helps people and organizations become more innovative and more creative.Design thinking is not just applicable to so−called creative industries or people who work in the design field. It′s a methodology that has been used by organizations such as Kaiser Permanente to icnrease the quality of patient care by re−examining the ways that their nurses manage shift change‚ or Kraft to rethink supply chain management. This is not a book by designers for designers; this is a book for creative leaders seeking to infuse design thinking into every level of an organization‚ product‚ or service to drive new alternatives for business and society.

    They yearn to come up with a game—changing innovation like Apple's iPod, or create an entirely new category like Facebook. Many make genuine efforts to be innovative—they spend on R&D, bring in creative designers, hire innovation consultants. But they get disappointing results.Why? In The Design of Business, Roger Martin offers a compelling and provocative answer: we rely far too exclusively on analytical thinking, which merely refines current knowledge, producing small improvements to the status quo.To innovate and win, companies need design thinking. This form of thinking is rooted in how knowledge advances from one stage to another—from mystery (something we can't explain) to heuristic (a rule of thumb that guides us toward solution) to algorithm (a predictable formula for producing an answer) to code (when the formula becomes so predictable it can be fully automated). As knowledge advances across the stages, productivity grows and costs drop-creating massive value for companies.Martin shows how leading companies such as Procter & Gamble, Cirque du Soleil, RIM, and others use design thinking to push knowledge through the stages in ways that produce breakthrough innovations and competitive advantage.Filled with deep insights and fresh perspectives, The Design of Business reveals the true foundation of successful, profitable innovation.

    The book introduces an emerging domain of design that is of immense interest today not only to the academic design research community but also to those in the business community charged with the development of human-centred products, systems, services, and environments. There are no other books with this focus and coverage currently available.

    There are a lot of books on how to get started, but this is the first book that describes what a ‘good’ service is, what makes a good service and why.This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a ‘good’ and ‘bad’ service and describing the common elements within all services that mean that it either works for users or doesn’t. A practical book for non-practitioners interested in better service delivery, a book to guide their decision making without the need to first learn how to design a service themselves.

    Agreed on many fronts but I found his reinvention of these principles when applied to the service industry to be extremely insightful. The concept of a Minimum Valuable Service is unique, new and sets goals intended to deliver maximum value with measurable results. This is a must read for anyone in the global innovation economy." - Rick Rasmussen, NestGSV. International Business development.This book is a practical guide that explores how startup entrepreneurs and business leaders, who hold no Design degrees, can integrate Service Design into their development cycles in order to create sustainable, desirable and profitable new services. In the first part, Tenny explores the reasons why startups need to move away from the "make and sell" industrial logic we've been exploiting over the last century. To take its place he proposes a new service oriented mindset that carries the idea of "learn, use and remember" users' journeys. He also discusses the challenges our industrial society is facing and how the combination of design with a service oriented mentality can be key to help new and existent businesses make this shift. In the second part, he will take you on a journey through the MVS - Minimum Valuable Service - model. This model can seamlessly integrate Service Design into the Lean Startup or any Agile development cycle. It adds the human values needed to foster service innovations within the Lean's scientific approach. In this part of the book you will learn tools, methods and practices that will help you get your hands dirty with design.At some point every adventure requires a great guide, and this journey into the heart of the new is led impeccably by Tenny Pinheiro. Slyly sidestepping the pitfalls of the Lean Startup approach, he skillfully navigates us through to a deeper understanding of the forces shaping the evolving service economy. By trusting the wisdom of the many to help design the next phase of business, his approach taps into an inexhaustible source of creativity and innovation. The Service Startup is a trusty roadmap that you will long keep by your side. As Tenny might suggest: learn it, use it, and remember it. - Jamer Hunt, Parsons The New School for Design. Director for the graduate Program in Transdisciplinary Design."I'll admit it: I enjoy seeing someone who knows their stuff re-assemble and improve on the work of an adjacent profession. Tenny calls out what's lacking in the Lean Startup approach, in the most thorough and insightful ways. In the spirit of iteration, he's taken an existing approach and improved on it. If only all criticism were this good. I enjoyed his delightfully nuanced views on the world of services - how they're perceived, experienced, and remembered - as well as his historical perspectives on the worlds of design, business and marketing. Opinionated but also well-informed, this is a pragmatic, human-centric take on designing and delivering services that I'd recommend to anyone whose work affects other people. - Chad Thornton, Experience Designer, Airbnb"

     The role of the devil's advocate is nearly universal in business today. It allows individuals to step outside themselves and raise questions and concerns that effectively kill new projects and ideas, while claiming no personal responsibility. Nothing is more potent in stifling innovation. Drawing on nearly 20 years of experience managing IDEO, Kelley identifies ten roles people can play in an organization to foster innovation and new ideas while offering an effective counter to naysayers. Among these approaches are the Anthropologist—the person who goes into the field to see how customers use and respond to products, to come up with new innovations; the Cross-pollinator who mixes and matches ideas, people, and technology to create new ideas that can drive growth; and the Hurdler, who instantly looks for ways to overcome the limits and challenges to any situation. Filled with engaging stories of how companies like Kraft, Procter and Gamble, Cargill and Samsung have incorporated IDEO's thinking to transform the customer experience, THE TEN FACES OF INNOVATION is an extraordinary guide to nurturing and sustaining a culture of continuous innovation and renewal.

    It shows you how to use the Value Proposition Canvas, a practical business tool to design, test, create, and manage products and services customers want. It compliments and perfectly integrates with the Business Model Canvasfrom "Business Model Generation" so you can succeed with great value propositions embedded in scalable and profitable business models.Practical exercises, process illustrations, and workshop suggestions help you immediately apply the tools in the book to your daily work. The book includes an online access to Strategyzer.com to complete and assess exercises interactively, learn from peers, and download pdfs, checklists, and more.You'll love "Value Proposition Design" if you've been overwhelmed by the task of true customer value creation, frustrated by unproductive product meetings and misaligned teams, involved in bold shiny projects that blew up, or simply disappointed by the failure of a good idea."Value Proposition Design" will help you successfully understand the patterns of value creation, leverage the experience and skills of your team, avoid wasting time with ideas that won't work, and guide you through the design and test of products and services that customers want.

    It's also the evolution of the HCD Toolkit, a fantastic resource that has been purchased or downloaded 141,000 times.

    Everyone can ask questions, right? Unfortunately, that's not the case. Interviewing Users provides invaluable interviewing techniques and tools that enable you to conduct informative interviews with anyone. You'll move from simply gathering data to uncovering powerful insights about people.Interviewing Users will explain how to succeed with interviewing, including:* Embracing how other people see the world* Building rapport to create engaging and exciting interactions* Listening in order to build rapport.With this book, Steve Portigal uses stories and examples from his 15 years of experience to show how interviewing can be incorporated into the design process, helping you learn the best and right information to inform and inspire your design.

    But creating an environment for creative thinking and innovation can be a daunting challenge. How can you make it happen at your company? The answer may surprise you: gamestorming.This book includes more than 80 games to help you break down barriers, communicate better, and generate new ideas, insights, and strategies. The authors have identified tools and techniques from some of the world's most innovative professionals, whose teams collaborate and make great things happen. This book is the result: a unique collection of games that encourage engagement and creativity while bringing more structure and clarity to the workplace. Find out why -- and how -- with Gamestorming.Overcome conflict and increase engagement with team-oriented gamesImprove collaboration and communication in cross-disciplinary teams with visual-thinking techniquesImprove understanding by role-playing customer and user experiencesGenerate better ideas and more of them, faster than ever beforeShorten meetings and make them more productiveSimulate and explore complex systems, interactions, and dynamicsIdentify a problem's root cause, and find the paths that point toward a solution

    In user experience, stories help us to understand our users, learn about their goals, explain our research, and demonstrate our design ideas. In this book, Quesenbery and Brooks teach you how to craft and tell your own unique stories to improve your designs.