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Blink 3 of 8 - The 5 AM Club
by Robin Sharma
This Is Service Design Doing summary
Adam Lawrence, Marc Stickdorn
Brief summary
This Is Service Design Doing by Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, and Jakob Schneider offers practical tools and methods for creating and improving customer experiences. It is a hands-on guide for implementing service design in your organization.
Topics
Table of Contents
This Is Service Design Doing
Summary of key ideas
Understanding Service Design
In This Is Service Design Doing by Adam Lawrence and Marc Stickdorn, we are introduced to the concept of service design, which is the activity of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between the service provider and its customers. The authors emphasize that service design is not just about creating a new service, but also about improving existing ones.
The book begins by explaining the four key principles of service design: user-centered, co-creative, sequencing, and evidencing. These principles form the foundation for the rest of the book, guiding the reader through the process of service design. The authors stress the importance of understanding the customer's perspective and involving them in the design process.
Tools and Methods for Service Design
Lawrence and Stickdorn then introduce a wide range of tools and methods that can be used in service design. These include customer journey mapping, personas, service blueprints, and prototyping. Each tool is explained in detail, with practical examples and case studies to illustrate their application. The authors emphasize that these tools are not just theoretical concepts, but practical instruments that can be used to improve services in real-world situations.
One of the key aspects of service design is the idea of prototyping. The authors argue that prototyping is not just about creating a physical model, but about testing and refining the service itself. They introduce the concept of 'service prototyping' and explain how it can be used to test and improve services before they are fully implemented.
Implementing Service Design in Organizations
After introducing the tools and methods, Lawrence and Stickdorn move on to discuss how service design can be implemented within organizations. They emphasize the importance of a customer-centric culture and the need for cross-functional collaboration. The authors argue that service design is not the responsibility of a single department, but a collective effort that involves everyone in the organization.
They also discuss the role of leadership in driving service design initiatives. They argue that leaders need to create an environment that encourages experimentation and learning, and that supports the customer-centric culture. The authors provide practical advice on how to create this kind of environment, including the use of storytelling and the celebration of small wins.
Embedding Service Design in Organizations
In the final section of the book, Lawrence and Stickdorn discuss how service design can be embedded within organizations. They argue that service design is not a one-time project, but an ongoing process that requires continuous improvement. They introduce the concept of the 'service design organization' and explain how it can be used to institutionalize service design within an organization.
They also discuss the role of measurement and evaluation in service design. They argue that organizations need to develop new metrics that focus on the customer experience, rather than traditional operational metrics. The authors provide practical advice on how to develop these new metrics and how to use them to drive continuous improvement.
Conclusion
In conclusion, This Is Service Design Doing by Adam Lawrence and Marc Stickdorn is a comprehensive guide to the theory and practice of service design. The book provides a detailed overview of the key principles, tools, and methods of service design, and offers practical advice on how to implement and embed service design within organizations. It is an essential read for anyone interested in improving the quality of services and the experience of customers.
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What is This Is Service Design Doing about?
This Is Service Design Doing by Adam Lawrence and Marc Stickdorn is a practical guide that offers a hands-on approach to service design. It provides tools, methods, and case studies to help you understand and implement service design in your organization. Whether you're new to the field or an experienced practitioner, this book will help you create and improve services that truly meet the needs of your customers.
This Is Service Design Doing Review
This Is Service Design Doing (2017) is a comprehensive guide that equips readers with the tools and knowledge needed to create and implement effective service design processes. Here's why this book is worth reading:
- With its practical frameworks and methods, it empowers individuals and teams to approach service design projects with confidence and coherence.
- Through real-life case studies and examples, the book demonstrates the impact of service design in various industries, making it relevant and inspiring.
- Its collaborative approach and emphasis on co-creation ensures that readers can apply the principles of service design in a team setting, fostering innovation and problem-solving.
Who should read This Is Service Design Doing?
- Business professionals seeking to improve their customer experiences
- Entrepreneurs looking to design and innovate new services
- Managers and team leaders aiming to foster a service-oriented culture within their organizations
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This Is Service Design Doing FAQs
What is the main message of This Is Service Design Doing?
This Is Service Design Doing provides practical guidance for implementing service design processes and tools in organizations.
How long does it take to read This Is Service Design Doing?
The reading time for This Is Service Design Doing varies depending on the reader's speed. The Blinkist summary can be read in just 15 minutes.
Is This Is Service Design Doing a good book? Is it worth reading?
This Is Service Design Doing is a valuable read for anyone interested in service design. It offers practical insights and actionable strategies.
Who is the author of This Is Service Design Doing?
This Is Service Design Doing is co-authored by Adam Lawrence, Marc Stickdorn, Markus Edgar Hormess, and Jakob Schneider.
What to read after This Is Service Design Doing?
If you're wondering what to read next after This Is Service Design Doing, here are some recommendations we suggest:
- Made to Stick by Chip Heath and Dan Heath
- Crossing the Chasm by Geoffrey A. Moore
- The Tipping Point by Malcolm Gladwell
- Selling the Invisible by Harry Beckwith
- You Can Negotiate Anything by Herb Cohen
- To Sell Is Human by Daniel H. Pink
- Influence by Robert B. Cialdini
- The $100 Startup by Chris Guillebeau
- Manufacturing Consent by Edward S. Herman and Noam Chomsky
- Switch by Chip Heath & Dan Heath