Service Design for Business
Описание книги
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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Løvlie Lavrans. Service Design for Business
Introduction
Who This Book Is For
How to Navigate This Book
Chapter 1. Why Service Design
Three Trends That Make Service Design Relevant Today
Use Service Design to Deal with Business Ambitions and Organizational Challenges
Key Concepts
Chapter 2. Foundations. Three Critical Factors in Service Design
Movement
Structures
Behavior
Challenges
Chapter 3. The Customer Story. Understanding Customers Better Provides the Basis for Customer-Driven Service Improvement and Innovation
Get the Basics Right and Achieve Customer Experience Excellence
Prevent Customer Irritations and Failures
Engage Customers Effectively
High-Impact Customer Innovations
Chapter 4. Business Impact. Designing a Service around Customers' Needs Provides a New Way to Address Age-Old Business Challenges
Innovate New Business Concepts
Becoming a More Digital Business
Achieve Higher Customer Performance
Successful Launch and Adoption of a New Product or Service
Chapter 5. Organizational Challenge. Using Customer Centricity to Move Your Organization Forward
Foster Internal Alignment and Collaboration
Deliver Better Staff Engagement and Participation
Build a Customer-Centric Organization
Building a More Agile Organization
Chapter 6. Tools
Customer Profiles
Customer Insights
Customer Journeys
Customer LifeCycles
Cross-Channel Views
Service Scenarios
Organizational Impact Analysis
Creative Design Workshops
Acknowledgements
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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.
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For you, this book starts on familiar customer territory. It also gives you insight into how to better structure insight into service experiences in order to manage improvement and innovation through the business and organization.
If you are in a strategic or commercial role, such as sales, retention, or growth, your focus is on performance and business results. However, understanding customers, their behaviors, choices, and needs are critical and have a big impact on performance.
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