Andrew Polaine

Service Design: From Insight to Implementation

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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.
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347 printed pages
Original publication
2013
Publication year
2013
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Quotes

  • Verónicahas quoted30 minutes ago
    Participant Observation
    Participant observation, or shadowing, provides rich, in-depth, and accurate insights into how people use products, processes, and procedures. It is very useful for understanding context, behavior, motivations, interactions, and the reality of what people do, rather than what they say they do.
  • Verónicahas quoted30 minutes ago
    Plan the topics: When you have found out more, construct a prompt card. This should be a list of topics you want to cover during the interview, not a strict list of specific questions.
  • Verónicahas quoted30 minutes ago
    Research: You may not know much about the topic you are interviewing on. If this is the case, you may need to research the area, but don’t spend too much time on it. Sometimes it is best to be a little naïve because it prevents you from making assumptions;

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