An Introduction to Service Design : Designing the Invisible.

COVER -- COPYRIGHT © -- TITLE PAGE -- TABLE OF CONTENTS -- ACKNOWLEDGMENTS -- FOREWORD -- PREFACE -- PART I: UNDERSTANDING SERVICES -- 1. DEFINING SERVICES -- 1.1 Introduction -- 1.2 Services are the soft infrastructure of society -- 1.3 Interactions are the core of services -- 1.4 Servies are coproduced -- 1.5 The service-dominant logic -- 1.6 The false divide between goods and services -- 1.7 Product Service System -- 1.8 The products of services -- 1.9 Interview with Birgit Mager -- 1.10 Learning features -- 2. 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 -- 3. 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 -- 4. 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 -- 5. 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 issueof organizations' politics -- 5.5 Interview with Cameron Tonkinwise -- 5.6 Learning features -- 6. 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 -- 7. 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, Intersezioni -- 7.4 Case study analysis -- 7.5 Methods and tools -- 7.6 Learning features -- 8. RESEARCH AND ANALYSIS -- 8.1 Introduction -- 8.2 Case study: The Burnaby Starter Projectby In With Forward -- 8.3 Interview with Sarah Schulman, InWithForward -- 8.4 Case study analysis -- Research planning and strategy -- 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 -- 9. GENERATING SERVICE DESIGN CONCEPTS -- 9.1 Introduction -- 9.2 Case study: My voice Project by Reboot -- 9.3 interview with the Reboot Team: Nonso Jideofor, Panthea Lee &amp -- Adam Talsma -- 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 diagrans, analogous prblems and case studies -- Storytelling through making and embodiment -- 9.6 Learning Features -- 10. PRTOTYPING, 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 -- Participatory Prototype Cycles -- Physical Protoptyping -- 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 -- 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.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.