Service Design. Ben Reason
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design is both broad and deep and necessarily covers many areas and disciplines, but as we argue in Chapter 9, we are not design superheroes who can do it all. Service design works best when designers collaborate with professionals from the disciplines appropriate to the project in hand.
CONTENTS
CHAPTER 1 Insurance Is a Service, Not a Product
Putting Insights into Practice
Experience Prototyping the Service
CHAPTER 2 The Nature of Service Design
Why Do Services Need Designing?
How Services Differ from Products
Services Created in Silos Are Experienced in Bits
Services Are Co-produced by People
A New Technological Landscape: The Network
CHAPTER 3 Understanding People and Relationships
People Are the Heart of Services
CHAPTER 4 Turning Research into Insight and Action
Collating and Presenting Your Insights
CHAPTER 5 Describing the Service Ecology
Boxes versus Arrows—Finding the Invisible Connections
From Ecology Map to Service Blueprint
Start with Broad Phases and Activities
Low Fidelity versus High Fidelity
CHAPTER 6 Developing the Service Proposition
Basing the Service Proposition on Insights
Taking Slices through the Blueprint
CHAPTER 7 Prototyping Service Experiences
Expectations versus Experiences
Considering Time as an Object of Design
Service Experience Prototyping