This short book by Livework colleagues Ben Reason, Lavrans Løvlie and Melvin Brand Flu addresses the frequently overlooked practice of service design – how you design the services you provide. Organizations probably should focus at least as much attention on how customers use their services as they focus on their products. A far greater portion of the economy rests on services than manufacturing and, in many cases, producers have all but eliminated the variability in products – you basically get what you pay for and often it doesn’t matter which brand you choose. Services present a different paradigm. Customers rarely know what they’re going to get and they’re often disappointed. Avoid that by designing your service delivery with care. Although this isn’t an in-depth guidebook, the authors provide a useful overview of a big subject that few others have addressed. getAbstract recommends their compact manual to leaders seeking an introduction to service design.
In this summary, you will learn
- Why the way you design your services matters and
- How service design can help you build a more “customer-centric” organization.
About the Authors
Ben Reason leads the service design firm Livework where Lavrans Løvlie is a partner and Melvin Brand Flu directs strategy and business design.