Service Design - 2nd Edition by Lavrans Løvlie & Andy Polaine & Ben Reason (Paperback)
About this item
Highlights
- Over the past decade, service designers have played an essential role in creating comprehensive, customer-focused products and services.
- Author(s): Lavrans Løvlie & Andy Polaine & Ben Reason
- 296 Pages
- Art, Product
Description
Book Synopsis
Over the past decade, service designers have played an essential role in creating comprehensive, customer-focused products and services. This updated edition of an industry classic highlights the practice's evolution and broadened impact in the business world. You'll benefit from new frameworks, tools, and methods, and learn from fresh case studies that demonstrate the value of service design across service ecosystems.
Who Should Read This Book
If you're involved in business, this second edition of Service Design will help you gain knowledge about how best to serve your customers. The following people would find it especially beneficial:
- Service designers
- User experience designers, graphic designers, or any type of designer
- Product and project managers
- Leaders of organizations
- Marketing people
- Customer service representatives
Takeaways
If you're new to service design, this book will help you:
- Uncover the true meaning of service design.
- Learn how services differ from products.
- Prototype different service experiences.
- Measure services and journeys.
- Make the case for return on investment to an organization with service design.
- Deploy service design in a business.
- Show how to design with people, not for them.
- Understand how to work across time and multiple touchpoints.
Review Quotes
"A clear and insightful introduction to service design--its value, methods, and practical application. The second edition adds fresh, relevant case studies and a timely inclusion of AI. It's concise, engaging, and not about insurance! A must-read for anyone seeking a well-structured and accessible overview to get started with service design."
--Prof. Birgit Mager, Co-Founder and President of the Service Design Network
"A modern classic. This updated edition cements Service Design: From Insight to Implementation as one of the seminal books in our field. Andy, Ben, and Lavrans deliver timeless guidance for anyone seeking to design services that truly matter. With this update, the book remains as relevant as ever and will continue to inspire service designers for years to come."
--Marc Stickdorn, author of This is Service Design Thinking and This is Service Design Doing
"For the service designer seeking to shape not just experiences, but also the culture and operations behind them--this is your blueprint for meaningful change."
--Jamin Hegeman, design executive and contributing author, This Is Service Design Thinking
"The book is positioned as a practical guide; it distills the essential frameworks and tools of service design into a format that's approachable and readily usable. It offers straightforward explanations of core concepts, all structured to help multidisciplinary teams grasp and apply them quickly."
--Peter Fossick, Service Design Lead, Cognizant
"The first edition of this book changed the trajectory of my life. It made me discover and fall in love with the idea that we can better serve others. This second edition is even better, with a decade of additional experience. It shows not only how service design can lead to long-lasting great services, but--even more critically--how our decisions can rehumanize services and lead to a better future for the public and planet."
--Daniele Catalanotto, Co-Lead Master Service Design, HSLU Lucerne University of Applied Sciences and Arts
"This book captures the mindset and methods of teams working at a time when service design was still taking shape and brings it up to date. It offers practical mental models and tools, grounded in illustrated case studies, that remain relevant today. It is a useful resource for learning from real-world projects and understanding the evolution of the discipline. This second edition of Service Design: From Insight to Implementation is a valuable addition to any service designer's library."
--Sarah Drummond, Director, School of Good Services
"This is a must-read for designers and leaders who see the complexity in today's challenges and seek inspiration for creating better experiences and outcomes for people, organizations, and the planet. By including experienced voices and rich examples from the field, the authors strongly argue for service design while providing readers with practical steps to make meaningful change where they work and live."
--Patrick Quattlebaum, CEO, Harmonic Design, and coauthor of Orchestrating Experiences: Collaborative Design for Complexity
