Naomi Lantzman

Service Designer's Handbook - The Master Naomi Lantzman

Until now, there have been no "how-to" books for practicing service designers as a reference for models and tools to use to solve client problems. The Master is the third in the Service Designer's Handbook series, chock full of techniques taking service design to a whole new level. The Master helps service designers prototype new services, diagnose service failure, fix failing services, measuring user experiences, and develop service recovery plans. The guidance set forth is the brainchild of Steven J. Slater who for 25 years has built national and global services earning clients more than $2 billion in traceable revenues. Published by the International Service Design Institute, The Master is a step-by-step guide that anyone in the business or non-profit world can use to build or improve services, with easy to follow instructions and case studies. The Master, which is ideal for problem solving and leadership knowledge, should sit on every executive's shelf.