2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
2.2 Recommended reading: Designing Services That Deliver by Lynn Shostack
Free Course: What is Service Design?
1. What is Service Design
1. What is Service Design
2. Where does Service Design come from?
2. Where does Service Design come from?
3. What do Service Designers do?
3. What do Service Designers do?
5. The tools and methods of Service Designers
5. The tools and methods of Service Designers
6. The terminology that Service Designers use
6. The terminology that Service Designers use
7. Who does Service Design?
7. Who does Service Design?
In 1984, Lynn Shostack published a second paper, which mentions Service Design and explains how you can create better services. This article is available on the Harvard Business Review website.
This opinion piece is both a manifesto for Service Design and an introduction to one of the tools loved by service designers: the service design blueprint. We will speak about this particular tool in the chapter about the tools and methods service designers use.
This article is a 13-minute read. So, if you are in a hurry, I would recommend you don’t read it right now, but find a 20-minute interim sometime over the next three weeks to return to it when you have commenced are a bit further into the course.