The practitioners’ handbook: This is Service Design Doing, applies service design in the real world. It includes short descriptions of some of the core service design methods.
We contributed to the book by writing about two case studies, together with our clients Google and Vodafone. The first case is about the Service Experience Design methodology Vodafone developed and fine-tuned. We did deep-dive design research on several of their customer journeys. In our article you can read how customer journey mapping for specific projects can be linked up to customer life cycles with a more strategic scope. The second case is about building up service design knowledge across projects at Google. Over the past few years we have collaborated with Google on a series of design research projects. This case focusses on how we jointly identified a few principles about agile collaboration with interdisciplinary teams in large organisations.
You can order the handbook on the website of This is Service Design Doing.