Service design book by Livework
Service design for Business

Service design for Business Service design for Business

A practical guide to optimizing
the customer experience

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A practical guide to optimizing
the customer experience

This book is for anyone who is interested in services and how design can help innovate and improve the customers’ experience. Service design offers people in business, or government organisations, a new and powerful way to approach challenges, impact results and undertake change. This book provides the insight into how to apply service design in your business.


Three critical factors in Service Design
form the foundations of the book.

Movement

Movement

For services to be successful they must move customers forward. Understand movement as a fundamental quality of services and how to design better experiences, processes and interactions.

Structure

Structure

For customer experience to impact the business it must connect to channels, systems and processes. Design customer engagement and connect to the structure of the organisation to effect change.

Behaviour

Behaviour

Customers and organisations have different motivations and goals. Understand these behaviours and how to align them better.

  • Service Design for Business is on Amazon.com's Best books of the Month in the category Business and Leadership

    Amazon
  • Recommended reading. Great structure/practical examples. Service Design powering Businesses

    Claudio Calvao
  • I’m highlighting more of this book than not. I need yellow pages and an unhighlighter. Service design for business.

    Erik Flowers

The book is divided in three themes.
Each one with its own challenges.


Frequently used tools from the book.

Sketching

Sketching

Sketching is a quick and effective way to capture ideas. Better than a note on a post-it, a sketch captures an idea in a way that can be understood ...

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Customer profiles

Customer profiles

Customer profiles are pen portraits of individuals that help guide service design. A customer profile describes an individual and their needs and ...

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Customer interviews

Customer interviews

Customer interviews are used to provide insight into human behaviour and experience. They enable us to bring the specifics of people’s lives ...

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We want to help business and government organisations
understand what design can do for their services

Ben Reason

Ben Reason

Having experience of an extremely wide range of clients in differing sectors with different challenges I have developed an understanding of what works on innovation, design and strategy projects.

Read more on the Livework website

Lavrans Løvlie

Lavrans Løvlie

Working across sectors from government to car manufacturing has enabled me to understand the value organisations can gain by orienting themselves towards their customers more.

Read more on the Livework website

Melvin Brand Flu

Melvin Brand Flu

Over the years I developed the ability to understand, imagine, and communicate across all the different objectives, structures, hierarchies and politics that make up an organisation.

Read more on the Livework website