This is service design doing : applying service design thinking in the real world : a practitioner's handbook. /Marc Stickdorn.

Why service design?
What is service design?
Basic service design tools
The core activities of service design
Research
Ideation
Prototyping
Implementation
Service design process and management
Facilitating workshops
Making space for service design
Embedding service design in organizations

"How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Service design requires a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success."-- Provided by publisher