Service Design for Business: A Practical Guide to Optimizing the Customer Experience

This book demonstrate a clarity and simplicity of articulation that other writers about Service Design lack.- The authors expertise is clear.Let's hope the adoption of 'Service Design' as a thing, doesn't go the way of 'Design Thinking' as a thing.

I've had so many conversations recently with people in one industry or another where the word 'experience' has come up at some point. No matter what sector, they're starting to talk about their business as an experience, i.e. something that needs to be understood from the user's/customer's perspective. Advertising, broadcasting, government, education... user experience design, or service design (the two overlap considerably) are where it's at. If you're a designer you need to understand this stuff - but there are loads of books around to teach you about that side of things, What about if you're a business owner, or manager, or just someone who thinks your organisation could be working smarter? This book is for you.I've known of Live|Work for a long time and have used them as case studies with my own students, so have a lot of respect for their work.This is a very good book on Service Design but a couple of things should be noted. First, it's written by a company that is clearly promoting what it can do to potential clients. That's not a criticism at all - it's very sensible and I've read quite a few books like this. The point is that the book isn't as objective as you might like if you are coming at the topic from a critical perspective (in the academic sense). It's promising a lot.The second is that the book is written for people in business, not in service design, so it's not an idea book for practitioners of service design, more for those who might be thinking of using it in their organisation.It's well written, aimed at a specific audience (but should be of wide interest) and explains key concepts very well, with good illustrations.My only beef is the quality of the paper feels a bit cheap and the layout of the book could be a little more interesting - it looks like quite a dull business textbook and it really shouldn't.It's a mistake to call this 'service design for business' because it's really of interest to a far wider audience. Maybe follow-up volumes are coming for education, charity, government etc etc...

This book makes a significant contribution to the area of customer-driven design. It provides a practical approach that architects and designers can use directly or incorporate to strengthen their own approaches or frameworks.

I've never read a business book that asks so many interesting questions and answers none of them. It's nearly 200 pages with only one clear message - 'You need to take us on as consultants if you are really going to look at your business'. I object to paying for a sales brochure. On a practical subject that is really important...I learned nothing!

Didn’t really get this book. So basic it barely goes above common sense

I liked the overall flow and aim of the book, its coverage of service and user experience design is very good but the lack of depth means the real impact of the subject is lost. Service design is a complex area and the critical components if user/customer centricity and design lead thinking are simply not explored enough to make the book worthwhile. Ironically the book is well laid out with the business reader in mind, if only it had more content it could have been useful.

There are many books on how to set up and design businesses that produce products. This is aimed at how to design a service based business and as such this is a new territory for me, as many texts do not really think along these lines. It looks at the principles and methods that can be used to mould a service around its customers. It is well written, thought provoking and covers new ground.

Another in a long line of business guidance books to help organisations in the customer service arena- this one though looks at utilising the concepts of 'service design.' It's a well-laid out book written in a clear, lively way that is engaging and at times genuinely enlightening. A good read with principles that can actually be applied broadly throughout business and other service provision institutions.

This is an Excellent book about servicio design and CX. Very well explained, agile to read and practical.I enjoyed reading this book, mainly because clarified many concepts and prepare them to implement.

A great higher level review of the principles. Not great for application.

Foi um bom livro par entender o papel do design de serviços e algumas ferramentas que ele utiliza, além da aplicabilidade delas. Os casos apresentados foram bem ilustrativos. A parte final, que explica mais detalhadamente as ferramentas poderia ter vindo antes para dar mais base aos insights. Saio satisfeito com a compra, mas continuarei a me aprofundar no tema. Recomendo.

I really like Live|work studio and I would suggest the book to all service designers too, it is a good way to keep in mind important factors of the process. The book is clear and full of reminders.

Viele praxisnahe Tipps von den echten Profi's (Livework) im Service Design Business, erklärt die Benefits und den Mehrwert des Service Design Ansatzes auch in "Business-Sprache." Empfehlenswert für jeden, der Service Design anwenden möchte.