This Is Service Design Doing

by Marc Stickdorn (Author), Markus Edgar Hormess (Author), Adam Lawrence (Author), Jakob Schneider (Author)

Who should read this book?
This book is for everyone interested in customer experience, innovation, and collaborative creation. Put another way, if you have picked up this book, it is probably for you. Perhaps you work in an organization which is trying to better help its customers (or citizens, or employees), and you want to create better or even new offerings that people will love to use and talk about. Perhaps your organization wants new ways to connect operational silos and work together more painlessly, using a 'language' and toolset that everyone in the organization – and your stakeholders outside – can understand.

It might be that you want to run, lead, or participate in co-creative group sessions where people work together more effectively and enjoyably.

Maybe you have heard the term 'service design thinking', or something like it, and want to understand more about it and why it works. Or you have already learned something about it and need to 'connect the dots', moving from simple tool use to successful projects and strategy. You might even be a professional designer or consultant, looking to add to your knowledge or find material to use in your projects and sessions.

About the Author
Marc Stickdorn is a trainer and consultant for service design thinking from Germany. With a background in strategic management and information systems, he supports organisations to build up knowledge in the field of service design and helps them to sustainably integrate service design into their structures. Marc guest lectures at various business and design schools and co-founded smaply, a software company developing web-based solutions to sustainably implement service design in organisations. Recently, he co-founded ExperienceFellow, a tool to gain genuine customer insights through mobile ethnography. Marc is editor and co-author of the seminal service design book This is Service Design Thinking.

Markus Edgar Hormess is a service innovator and organisational consultant from Germany. For years, the qualified scientist has worked in telecommunication, engineering, banking and IT fields, helping companies to innovate complex services while creating business value. He is co-founder and partner of WorkPlayExperience, and award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam. Together with Marc and Adam he is teaching service design at leading universities and business schools – like the MBA program at IE Business School, Madrid, or the School of Architecture and Design in Oslo (AHO).

Adam Lawrence is a customer experience consultant, comedian and actor with a background in psychology and the global automotive industry. For years he has used expertise gained in the world of theater, film and storytelling to help organisations understand human needs, become more creative and innovate faster. Adam is co-founder of WorkPlayExperience, a service design company with a uniquely theatrical approach. He is the award-winning co-initiator of the Global Service Jam - the world’s biggest ever service design and design thinking event (so far), as well as two spin-off jams, the Global Sustainability Jam and the Global GovJam.

Jakob Schneider is an award-winning communication and service designer from Germany. He is partner and creative director of the design agency KD1. Among others, he won a Red Dot Award and the prestigious “Best of Show” award at the European Design Awards 2011. He guest-lectures service design at design schools, regularly gives talks and workshops on service design. He co-founded both Smaply and ExperienceFellow and is the leading designer of both companies. Jakob is designer, co-editor and co-author of the seminal service design book This is Service Design Thinking