Service Design for Business
The site designer's guide to SketchUp's powerful modeling capabilities SketchUp for Site Design is the definitive guide to SketchUp for landscape architects and other site design professionals. Step-by-step tutorials walk you through basic to advanced processes, with expert guidance toward best practices, customization, organization, and presentation. This new second edition has been revised to align with the latest software updates, with detailed instruction on using the newest terrain modeling tools and the newly available extensions and plug-ins. All graphics have been updated to reflect the current SketchUp interface and menus, and the third part of the book includes all-new content featuring the use of new grade and terrain extensions. Developed around the needs of intermediate professional users and their workflows, this book provides practical all-around coaching on using SketchUp specifically for modeling site plans. SketchUp was designed for usability, with the needs of the architect, industrial designer, and engineers at center stage. This book shows you how the software's powerful terrain and grade functions make it an ideal tool for site designers, and how to seamlessly integrate it into your workflow for more efficient design and comprehensive planning. Master the SketchUp basics, navigation, components, and scripts Turn 2D sketches into 3D models with volume, color, and material Create detailed site plans, custom furnishings, gradings, and architecture Learn sandbox tools, organization strategies, and model presentation tips SketchUp has undergone major changes since the publication of this guide's first edition, with its sale to Trimble Navigation bringing about a number of revisions and the availability of more immediately useful features. SketchUp for Site Design shows you how to harness the power of this newly expanded feature set to smooth and optimize the site design workflow.
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SERVICE DESIGN FOR BUSINESS
A Practical Guide to Optimizing the Customer Experience
BEN REASONLAVRANS LØVLIEMELVIN BRAND FLU
Copyright © 2016 by Livework Studio Ltd. All rights reserved.
Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada.
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Library of Congress Cataloging-in-Publication Data:
Names: Reason, Ben, 1972- author. | Løvlie, Lavrans, 1969- author. | Flu,
Melvin Brand, 1966- author.
Title: Service design for business: a practical guide to optimizing the customer experience / Ben Reason, Lavrans Løvlie, Melvin Brand Flu.
Description: Hoboken, N.J.: John Wiley & Sons, Inc., [2016] | Includes index.
Identifiers: LCCN 2015032743 | ISBN 9781118988923 (cloth)
Subjects: LCSH: Customer services. | Customer relations.
Classification: LCC HF5415.5 .R435 2016 | DDC 658.8/12 – dc23 LC record available at http://lccn.loc.gov/2015032743
Cover design: Wendy Lai
Cover images: Peshkova / Shutterstock; Anna Frajtova / iStockphoto
Illustrations: Melissa Gates
Editor: Wendy Van Leeuvan
Photographs: Livework
ISBN 978-1-118-98892-3
Introduction
Design is trending in business. Business gurus are writing about design and the value it offers to more traditional business practice to enable innovation, collaboration, and creativity. Forrester Research describes service design as “the most important design discipline.” Businesses like Apple, Dyson, and Philips have raised the awareness of the value of design to business. Other major businesses are bringing design capabilities in-house. IBM is building its Design Studio. Capital One Bank acquired leading design agency Adaptive Path. Mayo Clinic has its own design practice. The U.K. government is hiring designers in areas including tax and revenue and justice. Leading management consultancies are recognizing the value of design, too. McKinsey has bought design studio Lunar. Accenture acquired Fjord in the digital design space.
In light of these developments, we want to help business and government organizations understand what design can do for services – but what is service design? Service design is the design of services. When we started Livework in 2001, we wanted to have a positive impact on the way people live and work. Service design is helping us make that impact – it improves and innovates the services we use day to day. Banking and insurance, health care, transportation, business services, and a wealth of government activities are all services.
Organizations spend significant time designing tangible products. Services receive less design attention; however, to succeed in today's marketplace, this needs to change. Generally, services are less productive and cause more frustration to customers than products. We love our BMWs more than our banks. Service design addresses this quality and productivity gap.
Service design has been around for 20 years and has matured from a niche design discipline to a more comprehensive and accessible way to tackle customer, business, and organizational challenges. However, it is still under-recognized and undervalued by businesses. This book aims to address this in two ways: first, by putting the value of service design into business terms, and second, by showing how service design can connect to core business outcomes and capabilities.
