This is Service Design Thinking: Basics, Tools, Cases 服务策划思路：基础知识、工具、案例

HowtodesignandmarketservicestocreateoutstandingcustomerexperiencesServicedesignthinkingisthedesigningandmarketingofservicesthatimprovethecustomerexperience,andtheinteractionsbetweentheserviceprovidersandthecustomers.Ifyouhavetwocoffeeshopsrightnexttoeachother,andeachselltheexactsamecoffeeattheexactsameprice,servicedesigniswhatmakesyouwalkintooneandnottheother.Maybeoneplaysmusicandtheotherdoesn't.Maybeonetakescreditcardsandtheotheriscashonly.Maybeyoulikethelayoutofoneovertheother,oronehasmorecomfortableseating.Maybethestaffatoneisfriendlier,ordrawsfunshapesonthetopoftheirlattes.Allofthesenuancesrelatetoservicedesign.ThisIsServiceDesignThinkingcombinestheknowledgeoftwenty-threeinternationalauthorsandevenmoreonlinecontributorsfromtheglobalservicedesigncommunityandisdividedintothreesections:Basics:outlinesservicedesignthinkingalongfivebasicprinciplesTools:describingavarietyoftoolsandmethodsusedinServiceDesignThinkingCases:vividexamplesfortheintroducedfundamentalswithreal-lifecasestudiesfrom5companiesthatdidinspiringprojectswithinthefieldofServiceDesignAttheend,aone-page"CustomerJourneyCanvas"isincluded,whichcanbeusedtoquicklysketchanyserviceonasinglesheetofpaper—capturingdifferentstakeholderconcerns:e.g.customers,front-linestaffandmanagement.