ISSD Fall 2009 School of Information, UC Berkeley

This book should have been called something like "Designing Information-Intensive Services" or "Semantics of Service Design" and if I do a second edition I'll change the title.

 Read pp. 4-17

Guide Questions

• What defines a service experience? What factors affect it?
• Why do G & M think that document choreography is the foundation of 21st century business?
• What are the technical and business criteria for successful document exchange?

 Guide Questions:

• What determines "customer experience"?
• How are customer relationship management and customer experience management related?
• How is customer experience best managed?

This book discusses the organizational context of design and the business, product management and ecosystem considerations that are completely missing from most design curricula

It focuses on the idea that there are always multiple stakeholders with different goals and constraints -- and the essence of good design is making tradeoffs to find the compromises among them

This is an extremely tight survey paper that traces the evolution of the information and service economy from Adam Smith and Karl Marx to the present day and describes the influence of the "big ideas" of service design and operation along the way.  The trajectory from "product line approach to services" to the "experience economy" has been shaped by profound changes in the conception, design, and evaluation of services and the rise of the idea that value is "co-created" in service encounters.