Part 1: INTRODUCTION TO SERVICES Chapter 1: Defining Services Chapter 2: The Service Economy Chapter 3: Digital Services Chapter 4: Services for Public Interest Chapter 5: The Politics of Service Design Chapter 6: Designing for Services
Part 2: THE SERVICE DESIGN PROCESS Chapter 7: Getting Started in the Service Design Process Chapter 8. Research and Analysis Chapter 9. Generating Service Design Concepts Chapter 10. Prototyping, Testing, Iterating Chapter 11. Implementing and Evaluating Services Chapter 12. Service Design Core Capabilities