Service Design: from Insight to Implementation

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

Table of Contents

Chapter 1: Insurance Is a Service, Not a Product

Chapter 2: The Nature of Service Design

Chapter 3: Understanding People and Relationships

Chapter 4: Turning Research into Insight and Action

Chapter 5: Describing the Service Ecology

Chapter 6: Developing the Service Proposition

Chapter 7: Prototyping Service Experiences

Chapter 8: Measuring Services

Chapter 9: The Challenges Facing Service Design