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Service Design: A practical guide to creating customer centric services [Pehme köide]

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  • Formaat: Paperback / softback, 216 pages, kõrgus x laius: 244x170 mm
  • Ilmumisaeg: 16-Jun-2026
  • Kirjastus: BCS, The Chartered Institute for IT
  • ISBN-10: 1780177275
  • ISBN-13: 9781780177274
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Service Design: A practical guide to creating customer centric servicesSuurem pilt
  • Formaat: Paperback / softback, 216 pages, kõrgus x laius: 244x170 mm
  • Ilmumisaeg: 16-Jun-2026
  • Kirjastus: BCS, The Chartered Institute for IT
  • ISBN-10: 1780177275
  • ISBN-13: 9781780177274
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781780177274.html
In a world where customer expectations are higher than ever, delivering great service is no longer optional, its essential. Service Design is your practical, visual guide to creating services that truly meet customer needs, from first interaction to the final outcome.



Whether you're working in IT, service management, UX, or digital transformation, this book equips you with proven frameworks and techniques from service science and design thinking. With a strong focus on real-world application, it features a running case study and highly visual examples to help you apply concepts immediately. This book encompasses thinking approaches that are holistic and encourage creativity and learning. In todays competitive world, service design is the professional discipline that is of increasing relevance and interest to organisations.



Perfect for professionals, teams, and educators, Service Design bridges the gap between theory and practice, empowering you to design innovative, customer-centric services that stand out in todays competitive landscape.
Chapter 1: The Service Design mindset


Chapter 2: Service Design and value


Chapter 3: The Service Designer role


Chapter 4: Generic Service Design techniques


Chapter 5: Situation investigation and problem analysis 


Chapter 6: Feasibility assessment and business case development


Chapter 7: CX Analysis


Chapter 8: Service definition


Chapter 9: Service experimentation


Chapter 10: Service deployment
Debra Paul is the CEO of Assist Knowledge Development Ltd. Debra has co-authored several publications including Business Analysis, Agile and Business Analysis, Delivering Business Analysis and Business Architecture. Debra holds an MBA and a Doctorate in Business Administration, and lectures at the University of Reading (Henley Business School) where she is a Visiting Fellow. Debra is a regular keynote speaker at business seminars and IS industry events. She was a founder member of the BA Manager Forum, developed the BCS Advanced International Diploma in Business Analysis and the A4Q Certified Service Designer Award. She was also one of the founders of the BA Conference Europe.



Jonathan Hunsley is the Service Development Director for Assist Knowledge Development Ltd. Jonathan has worked in a variety of roles across the financial services and consultancy sectors. Jonathan is a Chartered IT Professional, and the lead assessor for the BCS Advanced International Diploma in Business Analysis. He holds an MBA and the Expert Business Analysis Award. He is a regular speaker at international conferences and has contributed to a variety of publications such as Business Analysis, Business Analysis Techniques and Business Architecture. He is a regular contributor to the BA Brew podcast, founded the SD Forum, a networking forum for service designers, and was the chief architect of the A4Q Certified Service Designer award.