Service Design

I'm currently reading SERVICE DESIGN: From Insight to Implementation by Andy Polaine, Lavrans Løvlie, and Ben Reason (ISBN: 9781933820330). I borrowed it from the public library in Singapore. The book piqued my interest because a big part of my job as a regional platform manager deals with process improvement and program management.

Although my role is not directly related to service design, I look into designing, implementing, and measuring processes that will impact the client and my company's business in providing services to our clients.

The book provides good insights into the nature of service design by answering questions such as why do services need designing and how services differ from products. It also talks about uniting the experience and that means having the ability to develop quick, cheap prototypes early in the development to avoid sunk investments that may later turn out not to work.

I particularly like three sections in the book: service ecology map, service blueprint, and three important questions in the development of service proposition. I've jotted down notes in my notebook. This is an easy-to-read introduction to service design with plenty of good examples.