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What Is Service Design?
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What Is Service Design?
by Adam Lawrence
What Is Service Design?
What Is Service Design?
Executive Summary
Example Boxes
1. Why Service Design?
The Challenges for Organizations
Customers and Organizations Don’t Focus on the Same Things
Empowered Customers
Silos
The Need for Innovation
Metrics Are Only Part of the Answer
Origins and Progress
In Conclusion
2. What Is Service Design?
What Service Design Isn’t
Defining Service Design
Different Views
The Core Activities of Service Design
Types of Activities
Workflow
Applications and Cases
In Conclusion
3. The Impact on Organizations
The Difficult Changes
4. Summary: The Principles of Service Design
In Conclusion
A. The 12 Commandments of Service Design Doing
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What Is Service Design?
What Is Service Design?
Adam Lawrence, Marc Stickdorn,
Markus Edgar Hormess, and
Jakob Schneider
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