{"product_id":"service-design-for-business-isbn-9781118988923","title":"Service Design for Business","description":"\u003cb\u003eA practical approach to better customer experience through service design\u003c\/b\u003e \u003cp\u003e\u003ci\u003eService Design for Business\u003c\/i\u003e helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. \u003c\/p\u003e\u003cp\u003eLivework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter \u0026amp; Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. \u003c\/p\u003e\u003cul\u003e \u003cli\u003eApproach customer experience from a design perspective\u003c\/li\u003e \u003cli\u003eSee your organization through the lens of the customer\u003c\/li\u003e \u003cli\u003eMake customer experience an organization-wide responsibility\u003c\/li\u003e \u003cli\u003eAnalyze the market factors that dovetail with customer experience design\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eThe Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. \u003ci\u003eService Design for Business\u003c\/i\u003e gives you the practical insight and service design perspective you need to shape the way your customers view your organization. \u003c\/p\u003e\u003cp\u003eIntroduction vii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Why Service Design 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThree Trends That Make Service Design Relevant Today 2\u003c\/p\u003e \u003cp\u003eUse Service Design to Deal with Business Ambitions and Organizational Challenges 4\u003c\/p\u003e \u003cp\u003eKey Concepts 7\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Foundations: Three Critical Factors in Service Design 15\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eMovement 17\u003c\/p\u003e \u003cp\u003eStructures 32\u003c\/p\u003e \u003cp\u003eBehavior 44\u003c\/p\u003e \u003cp\u003eChallenges 50\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 The Customer Story: Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation 53\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGet the Basics Right and Achieve Customer Experience Excellence 54\u003c\/p\u003e \u003cp\u003ePrevent Customer Irritations and Failures 62\u003c\/p\u003e \u003cp\u003eEngage Customers Effectively 70\u003c\/p\u003e \u003cp\u003eHigh-Impact Customer Innovations 78\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Business Impact: Designing a Service around Customers’ Needs Provides a New Way to Address Age-Old Business Challenges 87\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInnovate New Business Concepts 88\u003c\/p\u003e \u003cp\u003eBecoming a More Digital Business 96\u003c\/p\u003e \u003cp\u003eAchieve Higher Customer Performance 106\u003c\/p\u003e \u003cp\u003eSuccessful Launch and Adoption of a New Product or Service 117\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Organizational Challenge: Using Customer Centricity to Move Your Organization Forward 125\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFoster Internal Alignment and Collaboration 126\u003c\/p\u003e \u003cp\u003eDeliver Better Staff Engagement and Participation 134\u003c\/p\u003e \u003cp\u003eBuild a Customer-Centric Organization 141\u003c\/p\u003e \u003cp\u003eBuilding a More Agile Organization 151\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Tools 161\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Profiles 162\u003c\/p\u003e \u003cp\u003eCustomer Insights 164\u003c\/p\u003e \u003cp\u003eCustomer Journeys 166\u003c\/p\u003e \u003cp\u003eCustomer LifeCycles 168\u003c\/p\u003e \u003cp\u003eCross-Channel Views 170\u003c\/p\u003e \u003cp\u003eService Scenarios 172\u003c\/p\u003e \u003cp\u003eOrganizational Impact Analysis 174\u003c\/p\u003e \u003cp\u003eCreative DesignWorkshops 177\u003c\/p\u003e \u003cp\u003eAcknowledgements 181\u003c\/p\u003e \u003cp\u003eIndex 183\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eBEN REASON\u003c\/b\u003e is a founding partner of Live-work—winners 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.  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eLAVRANS LØVLIE\u003c\/b\u003e 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.  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eMELVIN BRAND FLU\u003c\/b\u003e 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.      Organizations spend significant time designing tangible products. Services receive less design attention—however, if your business is to succeed in  today's highly competitive marketplace, this needs to change. Generally,  services are less productive and cause more frustration to customers than products.  Service design addresses this quality and productivity gap.  \u003c\/p\u003e\u003cp\u003e\u003ci\u003eService Design for Business\u003c\/i\u003e can help your organization tap into the power of intentional service design to transform your customer's experience.  Written by Ben Reason, Lavrans Løvlie, and Melvin Brand Flu from Livework—the world's first service design company—this vital resource shows how to  tap into the power of service design to address specific business challenges, create positive outcomes, and enhance capabilities. No matter if your company is  involved in business-to-consumer, business-to-business, or government services, all services ultimately serve people. This practical book defines  the core principles and presents the formidable tools of service design that can be used successfully across all sectors.   \u003c\/p\u003e\u003cp\u003eLivework is the groundbreaking leader in the service design industry, and has guided companies toward a more carefully curated customer experience including  such noteworthy organizations such as Samsung, Johnson \u0026amp; Johnson, the British Government, the BBC, J.P. Morgan and more. Let Ben Reason, Lavrans Løvlie, and  Melvin Brand Flu help you see your organization through the lens of your consumers and show you how to put service design to work in your company.        \u003c\/p\u003e\u003cp\u003e\u003cb\u003eTRANSFORM YOUR CUSTOMERS' EXPERIENCE THROUGH SERVICE DESIGN\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"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.\"\u003cbr\u003e \u003cb\u003e—FROM THE INTRODUCTION\u003c\/b\u003e    \u003c\/p\u003e\u003cp\u003eFrom Ben Reason, Lavrans Løvlie, and Melvin Brand Flu, the directors of Livework—the groundbreaking service design company—comes \u003ci\u003eService Design for  Business\u003c\/i\u003e. 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.   \u003c\/p\u003e\u003cp\u003eWritten in practical terms, \u003ci\u003eService Design for Business\u003c\/i\u003e 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.   \u003c\/p\u003e\u003cp\u003eReason, 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.   \u003c\/p\u003e\u003cp\u003e\u003cb\u003eFor additional content, cases studies and tools relevant to this book, please visit: www.liveworkstudio.com\/SDinB\u003c\/b\u003e\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990011003109,"sku":"NP9781118988923","price":28.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781118988923.jpg?v=1761786197","url":"https:\/\/k12savings.com\/es\/products\/service-design-for-business-isbn-9781118988923","provider":"K12savings","version":"1.0","type":"link"}