Service Design for Business: A Practical Guide to Optimizing the Customer Experience - Rilegato

Reason, Ben; Lovlie, Lavrans; Flu, Melvin Brand

Rilegato

ISBN 10: 1118988922 ISBN 13: 9781118988923

Casa editrice: John Wiley & Sons Inc, 2016

Service design offers a tangible and effective approach for organizations to employ to better respond to the needs and demands of their customers. The Art of Services Design shows how organizations can employ the creativity of a design approach and connect it to the real issues and needs of people in organizations who need tools to move their businesses forward. This highly visual book is a practical guide on how to respond to the customer experience challenge, by connecting the market factors to the organizational challenge through the lens of the customer.

L'autore:

BEN REASON is a founding partner of Live-workwinners of the prestigious Designweek 'Design Team of the Year' award in 2014. As director of the London studio he continues to pioneer the discipline and is a visiting tutor at the Royal College of Art, London.

LAVRANS LØVLIE is a founding partner and Director of Livework. His work includes projects with the BBC, Sony, Orange, VW, several of the largest hospitals in Norway and the United Nations. He has taught at universities across Europe and is a board member of the Norwegian Design Council.

MELVIN BRAND FLU is a partner and the Director of Strategy and Business Design at Livework. He has over 25 years of experience working as a business and strategy consultant.

Dalla quarta di copertina:

TRANSFORM YOUR CUSTOMERS' EXPERIENCE THROUGH SERVICE DESIGN

"Service design has been around for 20 years and has matured from a niche design discipline to a more comprehensive and accessible way to tackle customer, business, and organizational challenges. However, it is still under recognized and undervalued by businesses. This book aims to address this in two ways. First, by putting the value of service design into business terms and second, by showing how service design can connect to core business outcomes and capabilities."
FROM THE INTRODUCTION

From Ben Reason, Lavrans Løvlie, and Melvin Brand Flu, the directors of Liveworkthe groundbreaking service design companycomesService Design for Business. This is the indispensable guide for any organization that wants to move their customers to a more positive experience. The authors show how to transform your customer's experience and keep them engaged through the art of intentional service design.

Written in practical terms, Service Design for Business offers all types of organizations (business-to-consumer, business-to-business, or government services) a proven, effective approach for better responding to customers' needs and demands, and provides a strategy that can be implemented immediately.

Reason, Løvlie, and Brand Flu walk you through their winning service design approach to problem solving that can help your business succeed. They give you the tools to tackle the common challenges and resolve real issues in order to move your business forward. Organized for easy navigation, this essential handbook offers the information needed for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes.

For additional content, cases studies and tools relevant to this book, please visit: www.liveworkstudio.com/SDinB

• Editore: John Wiley & Sons Inc
• Data di pubblicazione: 2016
• ISBN 10: 1118988922
• ISBN 13: 9781118988923
• Rilegatura: Copertina rigida
• Numero edizione: 1
• Numero di pagine: 189