Thinking in Services
Revolutionary theory on services, diving into the DNA of services and vocalizing a framework that forms the foundation of each service.
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Product description
We think we know services — not a day goes by without using them — until we have to design them. It is then that their realities confront us, teasing us sometimes. While services have always been ‘designed’, the qualities of their designs are more important than ever, given how much more we depend on them. Thus the need for deepening our understanding of what services are, what they can be, and why they fail — often in unexpected ways. This book reveals the surprising design of services — their internal structure or ‘DNA’ — through simple diagrams. It introduces a language and format for describing the concept of a service with clarity and depth. And, it provides the principles for implementing strategy through design.
Author
Majid Iqbal is an expert on policy, strategy, and design. As an advisor at the Dutch Ministry of Economic Affairs and Climate he co-founded a special unit called XLAB; developing new approaches to complex problems and methods for visualizing systems, services, and transitions. He cut his teeth in sales and product management, before moving to teaching, consulting, and design. Since after Carnegie Mellon, Gartner, and PwC, he has been on a mission to bring more clarity to the concept of a service, as it relates to implementing policy or strategy. His other voyage of discovery is about cooking and patterns in food across cuisines and cultures.
Reviews
I recently read Thinking in Services from Majid Iqbal. I was told that it is not a book to skim through, but one to delve into with curiosity and imagination. I was not disappointed. Iqbal developed a whole new language to talk about services beyond the obvious service design blueprint. If you are in a service business or curious about service design, I can whole wholeheartedly recommend this book. My full review is here: https://erwindb.com/en/starting-to-think-in-services/
Thinking in Services is not for everyone. It’s for people who are serious about creating services that do not fail. That is no easy task.
Majid Iqbal begins his book by explaining that all things are services, and how important it is for them not to fail. We take many of these for granted, and yet we don’t appreciate them until they fail us.
He has gone to great lengths to design a framework that examines all sides of a service equation: businesses and their ecosystems; and customers and their needs.
Instead of ticking items off a list or filling in blocks on a sheet of paper, the 4x4 grid grows into a 16x16 grid that compiles the core and story of a service. This three dimensional framework isn’t static or flat; it lives and becomes the tool for all aspects of designing a service. The result is an artefact all stakeholders will fully grasp and rally behind.
I stumbled onto this book totally by accident. And it has been the happiest accident.
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Thinking in Services
2 reviewsI recently read Thinking in Services from Majid Iqbal. I was told that it is not a book to skim through, but one to delve into with curiosity and imagination. I was not disappointed. Iqbal developed a whole new language to talk about services beyond the obvious service design blueprint. If you are in a service business or curious about service design, I can whole wholeheartedly recommend this book. My full review is here: https://erwindb.com/en/starting-to-think-in-services/
Thinking in Services is not for everyone. It’s for people who are serious about creating services that do not fail. That is no easy task.
Majid Iqbal begins his book by explaining that all things are services, and how important it is for them not to fail. We take many of these for granted, and yet we don’t appreciate them until they fail us.
He has gone to great lengths to design a framework that examines all sides of a service equation: businesses and their ecosystems; and customers and their needs.
Instead of ticking items off a list or filling in blocks on a sheet of paper, the 4x4 grid grows into a 16x16 grid that compiles the core and story of a service. This three dimensional framework isn’t static or flat; it lives and becomes the tool for all aspects of designing a service. The result is an artefact all stakeholders will fully grasp and rally behind.
I stumbled onto this book totally by accident. And it has been the happiest accident.
Review Majid Iqbal Thinking in Services
Revolutionary theory on services, diving into the DNA of services and vocalizing a framework that fo..
