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[Stickdorn, Mark]のThis is Service Design Thinking: Basics-Tools-Cases
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紙の本の長さ: 380ページ Word Wise: 有効 タイプセッティングの改善: 有効
Page Flip: 有効 大画面用に最適化されています。 言語: 英語
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内容紹介

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. 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. Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services. Additionally, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in a philosophical context. In collaboration with: (in alphabetical order) Kate Andrews (UK), Beatriz Belmonte (E), Ralf Beuker (GER), Fergus Bisset (UK), Kate Blackmon (UK), Johan Blomkvist (SE), Simon Clatworthy (NO), Lauren Currie (UK), Sarah Drummond (UK), Jamin Hegeman (USA), Stefan Holmlid (SE), Luke Kelly (NL), Lucy Kimbell (UK), Satu Miettinen (FI), Asier Pérez (E), Bas Raijmakers (NL), Jakob Schneider (GER), Fabian Segelström (SE), Marc Stickdorn (A), Renato Troncon (IT), Geke van Dijk (NL), Arne van Oosterom (NL), Erik Widmark (S)

著者について

Marc Stickdorn (Austria; http://thisisservicedesignthinking.com; www.destinable.com) is co-founder of Destinable, a consultancy specializing in service design for tourism, and lectures around the world at business and design schools.  He is a professor at the Management Center Innsbruck in Austria, where he lectures on service design and service innovation.  His main areas of interest are service design and strategic marketing management particularly in a tourism context.

Jakob Schneider (Germany) is a graphic designer based in Germany.


登録情報

  • フォーマット: Kindle版
  • ファイルサイズ: 9298 KB
  • 紙の本の長さ: 380 ページ
  • 出版社: BIS Publishers; 1版 (2012/12/20)
  • 販売: Amazon Services International, Inc.
  • 言語: 英語
  • ASIN: B00BAVJW8Y
  • Text-to-Speech(テキスト読み上げ機能): 有効
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  • Word Wise: 有効
  • おすすめ度: 5つ星のうち 4.7 3件のカスタマーレビュー
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投稿者 齊藤 輝 投稿日 2014/1/8
形式: Kindle版 Amazonで購入
The advent of new design current "Service design" gave me a brand new perspective for designing. Actually it does not cover very new theory. It is sort of the collection of pre-existing design theories, compiling the materials in order to construct and name it as it is.
However, this is the only book that provide well-organized outline of the currently needed design thoeries.
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形式: ペーパーバック
サービスデザインと研究されはじめて比較的にまもない分野についての一冊。

サービスデザインと聞くと難しく感じてしまうかもしれないが、
駅の路線図が路線毎に色が分かれてたり、
案内板がとても見やすかったり、
いたるところに顧客のためのデザインが存在しています。

この本ではこのサービスデザインの考え方をインストールするための
基本の考え方やツール、事例が紹介されています。

たとえばカスタマーエクスペリエンスを鮮明に描いていく
「Customer Journey Maps」などの顧客の視点に立つツールも紹介されています。

サービスデザインの基本となる一冊です。
コメント 5人のお客様がこれが役に立ったと考えています. このレビューは参考になりましたか? はい いいえ 評価を送る...
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形式: ペーパーバック Amazonで購入
サービスデザインという日本人にとっては目に見えないもののデザインということで曖昧なテーマに思われるが、本書は概念図をうまく取り入れて理解を助けてくれる。
コメント このレビューは参考になりましたか? はい いいえ 評価を送る...
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Amazon.com: 5つ星のうち 3.8 58 件のカスタマーレビュー
5 人中、5人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 4.0 Useful Case Studies 2015/12/18
投稿者 Ramana V. Metlapalli - (Amazon.com)
形式: ペーパーバック Amazonで購入
Service Design Thinking is an emerging field that recognizes that the product design principles need counterparts in designing services for customers that are user centric; that are delightful, pleasurable, usable all the while serving utility to the customer.

Understanding the value and the nature of relationships between people, organizations is central to designing services. Viewing your service through the customers’ eyes, and designing the experience to be consistent for the customer is the essence of service design thinking.

Service Design methods and tools are ways for a business to gain a comprehensive, empathic understanding of customer needs. Service Design as a practice at consulting firms results in design of systems and processes aimed at providing a holistic service to the user.

The best part of this book I liked is the set of cases discussed in the last section of the book. Includes service design projects in Europe by consulting firms of government institutions, a hospital, a bank among others. The cases explain the client’s context, the specific service design problem being tackled, and make references to the methods and tools that were used in solving the problem. For example:

- using a emotional customer journey map while designing for a new service offering at a bank, to understand what are people really trying to achieve, how, and what do they use. What are they experiencing and feeling while trying to reach the desired outcomes.
- using priority grids to identify issues that can be solved quickly with little effort and highest impact on customer creation at a hospital

The other sections of the book cover the principles of Service Design, the participants (product designers, interaction designers, graphic designers, social designers, strategists, operational managers, design ethnographers ) and the principles of service design.

The section on the tools for service design falls short. It lists all the popular design techniques – stakeholder maps, customer journey maps, personas, storyboards etc and few I haven’t been exposed to before. The explanations and examples are not adequate though. I have seen other books cover the methods and tools much more comprehensively.
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 4.0 A book that goes straight to the point. Useful and handy 2016/2/7
投稿者 Cristian Guajardo Garcia - (Amazon.com)
形式: Kindle版 Amazonで購入
I heard about service design back in Italy. I actually didn't understand what it meant. For me, it was marketing. It was design thinking. It was "smoke". However, I kept this book under the radar for later reading. It took a week to finish this book, according to several websites, one of the fundamental documents on service Design.

Now the definition is clearer and more real in my head.

The book is simple and goes straight to the point:
- Introduction and Context
- Toolbox (the most interesting part)
- Business cases (unfortunately, most of the solutions are too old and outdated)
- Essays

Don't feel like I know service design after reading this book, however, I can see where to use it and how I can include this tools into my very own (and eclectic) toolbox.
2 人中、2人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 5.0 A good tool and a good design. 2015/12/31
投稿者 Nicholas Doering - (Amazon.com)
形式: ペーパーバック Amazonで購入
This book provides a really good overview of a lot of techniques and skills involved in service design. Even better, the design of the book itself is simply stunning. There was a lot of thought put into how to organize this book and the information design. I've never enjoyed just flipping through pages or finding a section as much as I have with this book.

Whether you're buying this for yourself or for someone you know, if you're interested in service design specifically or just design in general, you will find something to love in this book.
18 人中、17人の方が、「このレビューが参考になった」と投票しています。
5つ星のうち 4.0 Elegant, Actionable Textbook - A Must Have Service Design Reference 2011/9/20
投稿者 Laura J Keller - (Amazon.com)
形式: ハードカバー Amazonで購入
If you're like me, you have a mini-library of those user experience books that are most meaningful to you. I've recently finished reading what is now the latest addition to my own professional mini-library: This Is Service Design Thinking, by Marc Stickdorn, Jakob Schneider, and numerous collaborators and co-authors. This book is likely to become the quintessential service design textbook for students, educators, and professionals alike.

The book covers a non-definition definition of service design, explaining that it's really the successful amalgamation of various fields (including but not limited to interaction, product and graphic design and operations management). It is quite refreshing to see the lack of a solid statement for what service design is as we designers tend to belabor definitions of our disciplines and sub-disciplines to a fault.

The authors then proceed to explain a framework for what service design is through 5 principles. As an advocate for simplicity, I'd further coalesce the five principles that the book presents. Service design places importance on

1) people--both customers and service providers
2) participatory, ethnographic processes and approaches
3) tangible, visualized design artifacts

The remainder of This Is Service Design Thinking covers the following topics in discreet sections:

- Who are service designers?
- What is the process that service designers follow?
- What are examples of tangible deliverables, tools, and case studies that result from the service design process?

The content, visuals, layout, flow and overall book design are incredibly effective and actionable and I'd recommend it to anyone in the field of design who is interested in exploring how the service economy will intersect with the work you do.
5つ星のうち 4.0 Helpful and comprehensive guide to the topic of Service Design 2016/1/10
投稿者 Martin Chesbrough - (Amazon.com)
形式: ペーパーバック Amazonで購入
This book has 3 clear sections that do a credible job of explaining Service Design and the thinking that goes into it supported by the views of many experts in the business.

The section on service design tools is valuable in its own right. I found the introduction a little lightweight and would have preferred more substance in terms of service dominant vs product dominant logic and why service design is now so prevalent.

The last section with a few essays on the future was interesting and I wish that there had been more of this section.
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