Service Design

A practical guide to creating customer centric services

By: Debra Paul, Jonathan Hunsley

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Paperback | 7 July 2026

At a Glance

Paperback
340 Pages

Dimensions(cm)
24.41 x 16.99 x 2.34

Paperback

$69.29

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With customer expectations higher than ever before, delivering great service is no longer optional, it's essential. Service Design is your practical, visual guide to creating services that truly meet customer needs, from first interaction to the final outcome. Whether you're working in IT, service management, UX, or digital transformation, this book equips you with proven frameworks and techniques from service science and design thinking. With a strong focus on real-world application, it features a running case study and highly visual examples to help you apply concepts immediately. This book encompasses thinking approaches that are holistic and encourage creativity and learning. In today's competitive world, service design is the professional discipline that is of increasing relevance and interest to organisations. Perfect for professionals, teams, and educators, Service Design bridges the gap between theory and practice, empowering you to design innovative, customer-centric services that stand out in today's competitive landscape.

Industry Reviews

This book is both an excellent introduction to service design and a practical guide to its application. Clear, actionable, and rich with real-world examples, it is essential reading for anyone engaged in shaping services.
Pip Hall, Service Design Manager, Founding Member, Service Design Forum

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