Thinking in services - Couverture souple

Iqbal, Majid

Couverture souple

ISBN 10 : 906369489X ISBN 13 : 9789063694890

Editeur : BIS Publishers B.V., 2018

Synopsis

Perhaps, as customers, or as service providers, we don t understand services as much as we think we do.

Services are such integral parts of the daily of individuals and organizations that a day without paying for or providing them is inconceivable. They come in so many different shapes and sizes , we have difficulty defining them. Many are so intangible, always and everywhere, we don t even realize they re there until they fail.

The universe of services is expanding faster than ever creating new kinds of services, and along with it, new modes of failure exposing us to unexpected costs and risks. Even simple services are dynamic and complex in the way supply meets demand to fulfill a promise. Therefore, when services fail to meet expectations because their design is simplistic or superficial, we re even more disappointed.

This book is about having new eyes and new perspectives for exploring the universe of services, grasping their realities, and deepening our understanding of them; what services really are, what they could be, and why they even exist. Narrowing down on the true nature of services, broadens the possibilities for design.

With simple drawings, symbols, and a few extraordinary words, this book introduces the basis of a design language for services. Anyone can learn this language, with a little bit of curiosity, imagination, and quiet time. You do not need a degree in economics, biology, or computer science.

A propos du livre

À propos de l?auteur

Majid Iqbal advises government and commercial enterprises in expressing their policies and strategies through a more dynamic portfolio of services. He began this inquiry at Carnegie Mellon University, where he taught for six years, before becoming a consultant at Gartner and PwC.

À propos de la quatrième de couverture

We think we know services ― not a day goes by without using them ― until we have to design them. It is then that their realities confront us, teasing us sometimes. While services have always been ‘designed’, the qualities of their designs are more important than ever, given how much more we depend on them. Thus the need for deepening our understanding of what services are, what they can be, and why they fail ― often in unexpected ways. This book reveals the surprising design of services ― their internal structure or ‘DNA’ ― through simple diagrams. It introduces a language and format for describing the concept of a service with clarity and depth. And, it provides the principles for implementing strategy through design.

Détails de l'édition

• Éditeur: BIS Publishers B.V.
• Date d'édition: 2018
• Langue: anglais
• ISBN 10: 906369489X
• ISBN 13: 9789063694890
• Reliure: Broché
• Nombre de pages: 296
• Coordonnées du fabricant: non disponible
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