An introduction to service design : designing the invisible

Introduction -- Defining services -- The service economy -- Digital services -- Services for public interest -- The politics of service design -- Designing for services -- Getting started in the service design process -- Research and analysis -- Generating service design concepts -- Prototyping, testing, iterating -- Implementing and evaluating services -- Service design core capabilities. Case study - case studies - Methods - tools. Fallbeispiele, Methode, Methode, Werkzeuge.