Service Design: A Practical Guide to Creating Customer Centric Services

By Debra Paul and Jonathan Hunsley

Delivering great service is no longer optional, it's essential. This practical guide unlocks the power of service design and equips service designers with proven frameworks and techniques that enable the co-creation of customer-centric services. This book features an extensive, illustrative case study to support service design practice.

Service Design is THE guide for service designers, business leaders and digital change professionals wanting to find out more about this evolving and dynamic discipline. It bridges the gap between theory and practice, enabling the innovative design of customer-centric services that meet customer needs, from the first interaction to the final outcome.

• Format: Paperback
• Language: English
• ISBN: 1780177275
• ISBN13: 9781780177274
• Release Date: July 2026
• Publisher: BCS, the Chartered Institute for IT
• Length: 338 Pages
• Weight: 1.61 lbs.
• Dimensions: 0.9" x 6.7" x 9.6"