But quickly evident: If one has dealt before with design thinking (without prefix "Service"), then offers to book a little new, and if you professionally engaged in service design, one gets little concrete assistance. Even though there are quite a laudable toolbox chapter, are gathered in the important design tools, but as the very practice-oriented instrument of Customer Journey Maps is described only rudimentary, so that a novice must still look for other literature.
The actual design methodology dedicated meager 20 of a total of 370 pages. The methodology is a variation of conventional design thinking approaches, quite OK and interesting, but as a reason to buy the book is not enough. A useful definition of design object, namely the Services, surprisingly missing. If you try to read into the book, you realize soon that the book, despite the unified visual language has no internal cohesion and disintegrates into isolated posts - what is the logical consequence when 23 authors write there the same book (!). An anthology can happens to be no strict, compact plant.
Conclusion: A beautiful and carefully ediertes book but brings so little actual use benefits that unfortunately there are only 2 stars. The ultimate reference work for service design so has yet to be written. Those looking for something tangible by then, the is (which is also beautifully designed) book "Through the ceiling thinking" of Erbeldinger / Ramge recommended and he could plus free the proven "Bootleg" toolbox downloading dschool.stanford.edu.
