Book: Service Design Principles 101–200
100 more ideas to improve your customer experience
This is the second book of the Service Design Principles Series. It comes with 100 new ideas, tips and examples of how you can use the power of Service Design to make customers say “I love you” instead of “fuck you!” when they interact with your service.
What is a Service Design Principle?
In this book what I call a Service Design Principle, is a rule of thumb that you could follow and that can help you create a better experience for the people who interact with your company, service or product. It can be an idea, an example a tip.
But always, these principles are down to earth, very practical and you can implement most of them of the time the day after reading about them.
Can I get a preview of the book?
Sure, I made a little video where I read three principles so that you get a sense of the style, length and content.
What are all the topics that you cover in this book?
Obviously, as there are 100 principles I cover many topics, from waiting time to communication, passing by how you can add a human touch in your service. I made another little video where I show all the chapters of the book:
Can I read this book if I haven’t read the first one?
Sure. In fact, each principle is an independent story. So you can read the principles in a random order, which means you can also start with the second book of this series. If nevertheless, you’d like to explore the first book first you can get more details about it below:
Where can I buy the book?
You can get the book on the Swiss Innovation Academy store. You can get only the digital version of the book, you can also get the book with some great tools or you can even get the full package with a signed limited edition, an online course and much more.
What does the foreword say?
I’m curious, what do you see when you close your eyes and think about Service Design? No, really, give it a try for 30 seconds. I’ll wait.
If you’re like most people, you have probably seen images of the creative process. You might have seen workshops, user interviews or cardboard prototypes. These images are accurate, of course, but they don’t narrate the whole story. In fact, we’re missing a very important element. It’s the part of the story that illustrates how your work as a Service Designer positively impacts the lives of people.
Because at the end of the day, that’s what you’re doing.
Unfortunately, the impact you have on people can feel very distant. This is one reason why Service Design feels quite abstract and intangible to many.
Well, after reading these 101 principles, I can promise you that won’t be the case anymore.
The best way I can describe this book is as a collection of micro case studies. And what I love about it is that it brings Service Design alive and depict just how practical it can be. Daniele beautifully illustrates this through his personal experience with service providers — both the good and bad.
Observing and establishing the principles of good services is a crucial step to actually being able to design them. So, I really hope this book inspires and encourages you to start collecting your own Service Design principles.
Foreword written by the lovely Marc Fonteijn
Founder of the Service Design Show
This is the second book, do you plan to write more in this series?
Yes, but psssst. it’s a secret.
