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 qu

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 a

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 de

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 co

A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of desig