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Top 10 Books on Designing for Service Excellence
Explore these 10 must-read books that redefine service design, offering innovative insights and practical strategies for enhancing customer experiences.
Book Summaries
Norman's classic work on design principles highlights the importance of user-centered design, making it essential for anyone involved in creating effective service experiences.
3 Key Takeaways:
- Design impacts everyday life: Make the invisible visible
- Bridge the gulfs of execution and evaluation
- Use constraints and affordances to guide user actions
How to Solve Big Problems and Test New Ideas in Just Five Days
Knapp's guide to the design sprint process provides a structured approach to problem-solving and innovation, making it a valuable resource for service designers.
3 Key Takeaways:
- Define a clear long-term goal and identify sprint questions
- Map the challenge and choose a target
- Sketch competing solutions individually
How to Build a Well-Lived, Joyful Life
Burnett's innovative approach to life design encourages readers to apply design thinking to personal growth, making it relevant for those looking to enhance service experiences.
3 Key Takeaways:
- Design Your Life: Embrace an Iterative Approach to Personal Growth
- Reframe Dysfunctional Beliefs to Unlock New Possibilities
- Build a Compass: Align Your Work and Life Views
How Design Thinking Transforms Organizations and Inspires Innovation
Tim Brown, CEO of IDEO, shares how design thinking can revolutionize organizations and inspire innovation, making it a must-read for leaders and change-makers.
3 Key Takeaways:
- Design thinking is a human-centered approach to innovation
- Observation and empathy are crucial for understanding user needs
- Prototyping and iterative refinement are key to successful design
Applying Lean Principles to Improve User Experience
Seiden's book merges Lean principles with UX design, offering practical strategies for improving service design through collaboration and rapid iteration.
3 Key Takeaways:
- Lean UX: Merging Design Thinking, Agile, and Lean Startup
- From Deliverables to Outcomes: Shifting Focus in UX Design
- Cross-Functional Collaboration: Breaking Down Silos
This comprehensive guide to design principles is invaluable for understanding how to create user-centered services that resonate with diverse audiences.
3 Key Takeaways:
- Design Principles: Universal Laws for Effective Creation
- Perception and Psychology: Shaping User Experience
- Cognitive Load and Information Processing
Basics, Tools, Cases
A foundational text in service design, this book offers practical tools and methodologies to enhance service experiences, making it essential for anyone looking to innovate in this field.
3 Key Takeaways:
- Service design thinking is an interdisciplinary, user-centered approach to improving service experiences
- The five core principles of service design: user-centered, co-creative, sequencing, evidencing, and holistic
- Service design process: Exploration, creation, reflection, and implementation
Communicate with Stakeholders, Keep Your Sanity, and Deliver the Best User Experience
This book emphasizes the importance of communication in design, providing practical advice for navigating stakeholder relationships and ensuring successful service design outcomes.
3 Key Takeaways:
- Design is more than aesthetics; it solves business problems
- Effective communication is crucial for designers
- Understand and empathize with stakeholders
Conquering the New Battleground for Customer Loyalty
Dixon's research challenges traditional customer service wisdom, emphasizing the importance of reducing customer effort to enhance loyalty, making it essential for service designers.
3 Key Takeaways:
- Customer service drives disloyalty more than loyalty
- Reduce customer effort instead of delighting customers
- Self-service is preferred, but channel switching causes problems
