Monday, April 25, 2016

SERVICE DESIGN, by Andy Polaine, Lavrans Løvlie, and Ben Reason

I'm currently reading SERVICE DESIGN: From Insight to Implementation by Andy Polaine, Lavrans Løvlie, and Ben Reason (ISBN: 9781933820330). I borrowed this book from the public library in Singapore. The book piqued my interest because a big part of my job as a regional platform manager deals with process improvement and program management.

Although my role is not directly related to service design (but just like designing services that work for people), I look into designing, implementing, and measuring processes that will impact the client and my company's business in providing IFM (integrated facility management) services to the client.

The book provides good insights into the nature of service design by answering questions such as why do services need designing and how services differ from products. It also talks about uniting the experience and that means having the ability to develop quick, cheap prototypes early in the development to avoid sunk investments that may later turn out not to work.

I particularly like three sections in the book: the service ecology map (SEM), the service blueprint (SB), and the three important questions in the development of service proposition. I've jotted down notes in my notebook. This is a good and easy-to-read introduction to service design with plenty of examples!