How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the qu

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 a

We are immersed in services every day. We use the internet, we watch television, we travel on public transport, we shop, we drink coffee and eat at restaurants,

"Universal Methods of Design is an immensely useful survey of research and design methods used by today's top practitioners, and will serve as a crucial referen

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first bo