This is a preview of the Shortform book summary of This is Service Design Thinking by Marc Stickdorn and Jakob Schneider.
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Fundamental beliefs that form the foundation of the approach to creating and structuring services.

To ensure that services fulfill user requirements while also boosting organizational productivity, adopting a methodology known as service design thinking is essential. This article sheds light on its core principles and multidisciplinary nature.

The interdisciplinary nature of service design greatly drives innovation in the service industry.

Service design thinking innovatively enhances services by integrating insights from various fields to meet the complex blend of organizational goals and user needs. Service design as a discipline is constantly shaped and influenced by the varied perspectives of professionals from multiple fields.

Central to this methodology is a thorough exploration of the dynamics among different stakeholders, including individuals, entities, or organizations. The discipline of Service Design is centered on creating services that are in harmony with the requirements of users and adaptable to shifts in the environment and user behavior.

In essence, it is about aligning customer experiences with a company’s brand strategy, which in turn fosters loyalty, efficiency, and customer satisfaction. Engaging with users and stakeholders ensures that the solutions developed are both effective and enduring.

The approach of Service Design Thinking prioritizes customer-centric principles, encourages collaborative creativity,...

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This is Service Design Thinking Summary The development and array of tools used for establishing services

Service design involves a multifaceted and cyclical procedure that includes phases like investigation, development, evaluation, and implementation. Throughout each phase, various tools and techniques are employed, from investigation and concept development to model creation and evaluation, to guarantee that the service is meticulously designed with the customer's needs as the central focus.

Service design follows a repetitive process that includes phases of discovery, development, contemplation, and implementation.

During the exploration phase, attention is centered on understanding the issue's entirety, examining user needs and behaviors, and clearly defining the intended outcomes.

Service designers endeavor to gain a comprehensive grasp of the challenges at hand during the exploration phase. They employ various ethnographic tools, such as stakeholder mapping and cultural probes, to research user needs and behaviors, aiming to capture a deep understanding of the service context. Designers possess the skill to convert complex information into useful insights by creating instruments like diagrams that chart the customer's experience and detailed personas.

Utilizing a...

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This is Service Design Thinking Summary Case studies provide concrete instances demonstrating the application of service design in practice.

Recently gaining traction in numerous industries, service design is being utilized to enhance customer experiences and streamline service delivery. The presented case studies demonstrate the successful implementation of service design thinking in a variety of settings, underscoring its versatility and impact.

The book showcases a variety of case studies that demonstrate the application of service design thinking across different industries and environments.

The application of service design can revolutionize a government entity by prioritizing the requirements of its citizens.

The NL Agency, a department of the Dutch Ministry of Economic Affairs, significantly shifted its focus to prioritize its primary stakeholders, which encompass enterprises, along with educational and research institutions and government entities, through the implementation of a strategic approach grounded in service design fundamentals. The DesignThinkers Group employed a diagram to identify all entities associated with NL Agency and utilized tools such as the Emotional Customer Journey Map and Service Blueprint. Insights gleaned from using these tools guided the company to give precedence to...

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This is Service Design Thinking Summary Exploring the core principles that form the basis of the concept of design for services.

Research in service design has developed into a method that is both interdisciplinary and holistic, synthesizing knowledge from the study of human behavior to deepen our understanding of how people engage and act within the context of service interactions.

Integrating service design thinking principles with insights from motivational psychology deepens our understanding of human behavior and engagement.

By comprehending the mechanisms of intrinsic and extrinsic motivation, service designers can craft user experiences that foster enduring connections.

Grasping the various forms of motivation, such as intrinsic desires and extrinsic rewards, equips service designers with the skills necessary to enhance user involvement and create enduring connections to services. Service design can capitalize on the understanding of how individuals interact with their surroundings, a key aspect of human behavior rooted in motivational theories. Service designers are equipped with methods that enable them to quickly meet user needs and to mold and direct human behaviors with greater efficacy by utilizing principles of motivational psychology. The concept of 'engagement mapping' augments...

This is Service Design Thinking

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Clarifications

  • Service design thinking is a methodology that focuses on creating services that meet user needs and align with organizational goals. It involves a user-centric approach, collaborative creativity, and a holistic perspective to design services that are efficient, effective, and meaningful. This methodology emphasizes understanding user experiences, engaging stakeholders, and incorporating tangible evidence to develop enduring and impactful services. By following a structured process of exploration, development, reflection, and implementation, service design thinking aims to continuously improve and innovate services to enhance customer satisfaction and organizational success.
  • Service design is interdisciplinary as it integrates insights and methods from various fields like design, psychology, business, and technology to create and improve services. Professionals from diverse backgrounds collaborate to shape services that meet user needs and organizational goals effectively. This multidisciplinary approach ensures that services are designed with a comprehensive understanding of users, stakeholders, and the broader context in which the services operate. By drawing from different...

Counterarguments

  • Service design thinking, while interdisciplinary, may sometimes struggle to integrate insights from vastly different fields effectively, leading to potential conflicts or diluted strategies.
  • The adaptability of services to user requirements and environmental shifts can sometimes lead to a lack of consistency in service delivery, which might confuse or frustrate users.
  • Aligning customer experiences with a company's brand strategy may not always result in loyalty and satisfaction if the underlying service does not meet the basic expectations or needs of the customer.
  • Engaging with users and stakeholders is important, but it can also lead to design by committee, where too many opinions dilute the clarity and effectiveness of the service.
  • Prioritizing customer-centric principles is essential, but it can sometimes overshadow the need for operational efficiency and business viability.
  • Collaborative...

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