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This Is Service Design Doing
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
This is Service Design Thinking
This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.
This is Service Design Thinking
How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their ...
The User Experience Team of One
Whether you're new to UX or a seasoned practitioner, The User Experience Team of One gives you everything you need to succeed, emphasizing down–to–earth approaches that deliver big impact over time–consuming, needlessly complex techniques. This updated classic remains a comprehensive and essential guide for UX and product designers everywhere—you'll accomplish a lot more with a lot less. Who Should Read This Book? The techniques and advice in this book are applicable to anyone who is just starting out in user experience, as well as seasoned practitioners who have been in the field for years. In addition, anyone who read the first edition will appreciate this updated edition that feat...
Global Game Jam Stories
At the ten year anniversary of the Global Game Jam(R) we collected community provided stories and images from around the globe. We simply asked our community to share their experiences, which we have arranged chronologically for our readers. Some of the stories are funny, some demonstrate perseverance, and yet others just remind us how wonderful the Global Game Jam has become. The stories are included in the original language of the author, with English translation, and provided without major editing. They share the tone and spirit of the author's own experience. The Global Game Jam(R) experiment started 10 years ago and it has grown from 1,650 participants in 2009 to the more than 42,000 people who participated in 2018. This growth and successes comes from the tapestry of individual efforts that makes each year bigger and better than the previous. Much like a Global Game Jam, this book was created by pooling the time and effort of people all over the world.
Design in Legal Education
This visually rich, experience-led collection explores what design can do for legal education. In recent decades design has increasingly come to be understood as a resource to improve other fields of public, private and civil society practice; and legal design—that is, the application of design-based methods to legal practice—is increasingly embedded in lawyering across the world. It brings together experts from multiple disciplines, professions and jurisdictions to reflect upon how designerly mindsets, processes and strategies can enhance teaching and learning across higher education, public legal information and legal practice; and will be of interest and use to those teaching and learning in any and all of those fields.
The Goods of Design
A 2022 Choice Reviews Outstanding Academic Title What ends should designers pursue? To what extent should they care about the societal and environmental impact of their work? And why should they care at all? Given the key influence design has on the way people live their lives, designing is fraught with ethical issues. Yet, unlike education or nursing, it lacks widespread professional principles for addressing these issues. Rooted in a communitarian view of design practice, this lively and accessible book examines design through the lens of professions, offering a critical vision that enables practitioners, academics and students of design in all disciplines to reflect on the practice’s ov...
Designing Delivery
Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability
User Interface Inspection Methods
User Interface Inspection Methods succinctly covers five inspection methods: heuristic evaluation, perspective-based user interface inspection, cognitive walkthrough, pluralistic walkthrough, and formal usability inspections. Heuristic evaluation is perhaps the best-known inspection method, requiring a group of evaluators to review a product against a set of general principles. The perspective-based user interface inspection is based on the principle that different perspectives will find different problems in a user interface. In the related persona-based inspection, colleagues assume the roles of personas and review the product based on the needs, background, tasks, and pain points of the different personas. The cognitive walkthrough focuses on ease of learning. Most of the inspection methods do not require users; the main exception is the pluralistic walkthrough, in which a user is invited to provide feedback while members of a product team listen, observe the user, and ask questions. After reading this book, you will be able to use these UI inspection methods with confidence and certainty.
UI is Communication
User interface design is a challenging, multi-disciplinary activity that requires understanding a wide range of concepts and techniques that are often subjective and even conflicting. Imagine how much it would help if there were a single perspective that you could use to simplify these complex issues down to a small set of objective principles. In UI is Communication, Everett McKay explains how to design intuitive user interfaces by focusing on effective human communication. A user interface is ultimately a conversation between users and technology. Well-designed user interfaces use the language of UI to communicate to users efficiently and naturally. They also recognize that there is an emo...
