If there is one book that I would re- read, it would be this book as dry Design Principles are carefully coupled with interesting stories to elucidate how a small change in the service can cascade and leave a lasting impact on people. I Highly recommend this book for a quick-read as it comprises byte-sized design tips derived from real life experiences.

If you are looking for design tools, processes, techniques, this isn't the one for you. I'd recommend you read the "This is Service Design Doing, This is Service Design Thinking."

After you read this and you're convinced this is something you like to read, Creative Confidence by Tom Kelly and David Kelly is a book that you must read if you further want to know how small design changes can have huge impacts in organizations.