This Is Service Design Doing

I read this for a grad program I am in and it was a really great, easy read. Lots of examples, and call outs, but my favorite part are how they highlighted key points and did little mini reviews at the end of each chapter. Very helpful book.

As a Product Owner for enterprise-level digital capabilities, I found this book to be extremely valuable. It provides some existing concepts in a refreshing way but, more important, introduces dimensions and new ideas for Product Owners and supporting teams to elevate their customer journey and customer satisfaction. I appreciate how comprehensive and thorough this book is. You can certainly jump around and focus on areas of interest, and get a deep dive into things like journey mapping. I've read it cover-to-cover, personally.

El libro llegó muy rápido y en excelentes condiciones a Colombia.

As an experience designer, I feel like I've been waiting for this book all my life. It's delightfully laid out, easy to read, and packed with helpful examples and methods for doing excellent work in service- and experience design. I've never seen a book with such thoughtful and inclusive collaboration from so many practicing experts. Reading it is like drinking from a firehose of wisdom.

The actual design is ironic. It appears they based it off of other horizontal, “workbook” / “playbook” style Guides vs a general design / reference book - However it is more text-heavy than templated, and not consistently described in easy-to-follow instructions (assuming this is in the Methods counterpart?). It combines some of those two things with a lot of methodology, some use cases / examples, pictures, or sometimes external resources…depending on the section. Pages are extremely thin, magazine-like material — making them easy to rip and hard to read bc the book has zero structure. Comparing to 5 other similar books on-hand, because the content is more of a reference book, they’d benefit from larger font, and exploring other page-layouts for easier reading / better content presentation (for example, their 2-column pages with diagrams / images are decent, however, the same presentation style is not used consistently throughout the chapters). Additionally, from a UX perspective, color-coding sections to stages or minor improvements to the design/organization of concepts, would help walk someone through the process / themes / use cases. For example, beginning with core activities / design process (chapter 3) before diving into basic service design tools (chapter 4). The 'Tools vs. Methods' page does a good job distinguishing content-type. However, its very strange to me that chapter 3 would be standalone and not integrated into chapters 5-8 where the Tools are discussed in proper context, detail, sequence (Including picture of the index for 'Journey Mapping' as an example of how hard it would be to jump around throughout the book to paint a holistic picture of this foundational stage/activity). Would likely be hard for a novice practitioner to fully grasp the process / “why” from this 1 resource (Perhaps the methods one is more practical?). The sheer # of esteemed contributors (all with great inputs) may have contributed negatively in that regard, without a common thread / story / edit to clean and unite the text-heavy sections. That said, still 4 Stars bc the content really is great as a reference — and I’ve used frequently for a refresher or to see if it sparks new ideas or approaches, mostly jumping around reading chapters at a time on a need-basis. But I will say, I am hesitant to invest in the Methods book for fear of repetition / similar experience.

The book (and the online course) is a fantastic resource. Very well done and applicable to my work as a professional Service Designer.

It's a great book, but, it's not a kindle friendly book annoying page numbering and photo

This book is a follow-on to This is Service Design Thinking --also worth reading-- however has a practical approach that one can pick up and as the title states start doing. At the top of my recommendation list

Para quem tem interesse em compreender o significado de design thinking de serviços esse é uma das principais literaturas !

I have already read it twice and I can't think of any other book more complete and practical than this one. It will definitely help Service design get more visible and gain impact on customer experience design and roll out. Thanks to the authors who did a fantastic job !

Arrived in good condition. Thank you!

Some pages are wrinkly. I first thought it was a second hand book. but if u look closely, u can see one of the pages is bigger than all the other pages. It must've been crumpled in the printing process. Interesting, but still dissapointing. Good read so far and would've otherwise been 5 stars.

Primero que nada, llego en buen estado mi libro. Por otro lado, el libro es totalmente un libro de consulta y de herramientas a la mano a la hora de desarrollar alguna actividad que nos permita mejorar los servicios o crear nuevos, ayudarte como facilitador en los talleres colaborativos para legar a buen puerto y tener los resultados. Es tanta la documentación que necesitas tener paciencia para digerir bien la información y tomar tu criterio de como tendrás tu workflow de trabajo. Ahora suma con el libro de This is Services Design Thinking pues, la teoría es importante pero llevarlo a la practica es mejor.