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How to design and market services to create outstanding customer experiences. The first practical book for companies, institutions and governments that deliver a service

This is Service Design Thinking introduces an interdisciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking.

23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book.

It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals. Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services.

Additionally, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in a philosophical context.

About the Authors:

Marc Stickdorn is a German entrepreneur and service design consultant. He works with organizations to integrate service design in organizational structures and processes to reduce development costs of new products and services and to increase customer experience. In 2010, Marc and Jakob published the award-winning book “This is Service Design Thinking”. He is a visiting professor at various business and design schools.
In 2012, Marc co-founded smaply, a web-based software to visualize personas, stakeholder maps, and customer journey maps. In 2013, he co-founded ExperienceFellow, a combination of smartphone apps and web-based software to research customer experience. ExperienceFellow is based on mobile ethnography; an approach Marc develops since 2008. Although he won several best paper awards for his academic publications on mobile ethnography, he still did not finnish his PhD.

Jakob Schneider is a visual designer and consultant. He is partner and creative director of design agency KD1 as well as co-founder and lead designer of startups Smaply and ExperienceFellow. Since 2006, he has worked for brands like VW, Siemens, MetaDesign and Deutsche Telekom. Jakob co-published “This is Service Design Thinking” with Marc Stickdorn in 2010 and speaks at universities, conferences and agencies. Besides his daily agency business, Jakob works on digital tools for Service Designers.

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Semiotics is the theory of signs, and reading signs is a part of everyday life: from road signs that point to a destination, to smoke that warns of fire, to the symbols buried within art and literature. Semiotic theory can, however, appear mysterious and impenetrable. This introductory book decodes that mystery using visual examples instead of abstract theory.

This new edition features an expanded introduction that carefully and clearly presents the world of semiotics before leading into the book's 76 sections of key semiotic concepts. Each short section begins with a single image or sign, accompanied by a question inviting us to interpret what we are seeing. Turning the page, we can compare our response with the theory behind the sign, and in this way, actively engage in creative thinking.

A fascinating read, this book provides practical examples of how meaning is made in contemporary culture.

How do you:
Design a building using an electron microscope?
Produce a stunning new bus for London that uses less fuel too?
Make someone eat your business card?
Develop a new kind of mosque?
Turn the back door
of a hospital into its front door?
Grow a meadow in the centre of a city?
Generate the form of 
a building in less than a minute?
Use saliva as an ingredient of a Christmas card?
Create a piece 
of architecture that represents a nation?

Still just two decades into his career, British designer Thomas Heatherwick has been heralded as on of the most creative talents for many years. He has produced everything from sculptural chairs, forged by the world's largest aluminium extruder, to a bridge that rolls open and closed, and an exuberant seed bank, 'hairy' with fibre-optic lights.

This is the first book to present an exhaustive survey of his studio's output to date – over 140 projects. Long in development, it has been prepared in close collaboration with Heatherwick himself, offering a highly personal, in-depth and behind-the-scenes look at all aspects of Heatherwick's creative, design and manufacturing processes.

Projects are organise chronologically and bookended by an introduction setting out the studio's philosophy and a reference section. Each project is fully illustrated and accompanied by a text explaining, in Heatherwick's words, the design question it posed and the creative and practical processes used to address it.

How do you:
Design a building using an electron microscope?
Produce a stunning new bus for London that uses less fuel too?
Make someone eat your business card?
Develop a new kind of mosque?
Turn the back door
of a hospital into its front door?
Grow a meadow in the centre of a city?
Generate the form of 
a building in less than a minute?
Use saliva as an ingredient of a Christmas card?
Create a piece 
of architecture that represents a nation?

Still just two decades into his career, British designer Thomas Heatherwick has been heralded as on of the most creative talents for many years. He has produced everything from sculptural chairs, forged by the world's largest aluminium extruder, to a bridge that rolls open and closed, and an exuberant seed bank, 'hairy' with fibre-optic lights.

This is the first book to present an exhaustive survey of his studio's output to date – over 140 projects. Long in development, it has been prepared in close collaboration with Heatherwick himself, offering a highly personal, in-depth and behind-the-scenes look at all aspects of Heatherwick's creative, design and manufacturing processes.

Projects are organise chronologically and bookended by an introduction setting out the studio's philosophy and a reference section. Each project is fully illustrated and accompanied by a text explaining, in Heatherwick's words, the design question it posed and the creative and practical processes used to address it.

A celebration of embroidery in contemporary art, illustrating the myriad ways it has been embraced as a form of creative expression

Showcasing over 80 international artists who incorporate embroidery into their practice, this book provides a survey of embroidery in contemporary art, illustrating the huge range of ways in which the craft has been embraced as a form of creative expression. Some artists evoke a kind of nostalgia, rediscovering skills that have fallen from fashion or promoting the value of ancient handicrafts in an industrialized world of mass-production. Others push boundaries by using embroidery on photographs, poetic installations, embroidered reproductions of everyday objects, or by using it to tackle political, personal or transgressive themes.

Threads is a captivating exploration of their creative journeys, their influences, the technical challenges they face and the message they wish to convey.

About the Author:

Charlotte Vannier is a designer, copywriter and stylist. She is the author of several books on art and crafts for adults and children, including Unravelled published by Thames & Hudson.

Tiffany's magical lamps and stained glass

This lavish volume provides an overview of the fifty-year career and the highly innovative and creative work of Louis Comfort Tiffany (1848-1933). The inventor of Favril Glass, an opalescent glass with deep, glowing colour that far surpassed, in quality and beauty, all existing techniques, Tiffany was one of the most original and influential designers and America's leading exponent of Art Nouveau. Tiffany Studios, founded in 1889, were well known for their use of sensuous, organic, natural and floral forms. Tiffany's iridescent coloured vases and his lampshades with their haunting colours became extremely popular and sought after the world over. Although known primarily as a glass artist, Tiffany was also involved in interior design, furniture, rugs, ceramics, mosaics, jewellery, bronzes, desk sets, mirrors and more. He decorated the White House, as well as the homes of Mark Twain, Cornelius Vanderbilt, Andrew Carnegie and others.

With some 400 colour plates, text by Jacob Baal-Teshuva, a documentary index, and an illustrated biography/bibliography, Louis Comfort Tiffany pays homage to the brilliant life's work of the man who revolutionized both the art and technique of stained glass.

Tiffany Colored Gems, the latest in Abrams’ series with Tiffany & Co., traces the dazzling history of the company’s use of coloured stones in its jewellery design from the mid-nineteenth century to the present day. Organized by colour, stones of every brilliant shade, variety, and cut make an appearance, from emeralds, sapphires, rubies, and amethysts to tourmalines, opals, turquoise, and jade.

Lavishly illustrated with archival and contemporary photographs, Tiffany Colored Gems also includes paintings of famous stones and those who wore them in centuries past, as well as design sketches and drawings from Tiffany’s extensive archive. Prominently featuring the designs of Paloma Picasso and Jean Schlumberger, as well as many others, including Frank Gehry, Tiffany Colored Gems is sure to tantalize and captivate jewellery lovers around the world.

About the Author:

John Loring, design director of Tiffany & Co. since 1979, is the author of Abrams’ Tiffany Pearls, Tiffany Diamonds, Tiffany’s Palm Beach, Greetings from Andy: Christmas at Tiffany’s, Tiffany in Fashion, and Tiffany Flora & Fauna, among others. Prior to joining Tiffany, Loring served as the New York bureau chief of Architectural Digest. He lives in New York City.

This beautiful and comprehensive work illustrates a seemingly inexhaustible selection of the oil and electric light fixtures issued by the Tiffany studios: table and floor lamps, chandeliers and sconces. Also included are the other metalware items produced by the firm, including fancy goods, desk sets, miscellaneous household goods such as toiletry and smoking accessories, inkstands, candlesticks, photograph frames, book ends, tea screens, clocks, tobacco jars, humidors - the list is almost endless.

Tiffany Lamps and Metalware is the ultimate pictorial reference work for both enthusiasts and collectors of Tiffany. There is a comprehensive index that cross-references the firm's original model numbers to the illustrations.

Agile Rabbit Editions contain stunning images for use as a graphic resource, or inspiration. All the illustrations are stored in high-resolution format on the enclosed free CD-ROM and are ready to use for professional quality printed media and web page design. The pictures can also be used to produce postcards, or to decorate your letters, flyers, etc. They can be imported directly from the CD into most design, image-manipulation, illustration, word-processing and e-mail programs; no installation is required. For most applications, single images can be used free of charge. Please consult our section on image rights for conditions.

The history of Time - from its inception to its iconic status today - recounted by its world-famous editors, art directors, and stellar cast of contributors.

Time is a fascinating look at the history of the world's most influential newsweekly. The complete compendium is illustrated with hundreds of covers and archival photographs, featuring the work of the twentieth century's most respected journalists, editors, and photographers - from Eddie Adams, Neil Leifer, Dirck Halstead, and David Hume Kennerly, to David Burnett, Gregory Heisler, Matt Mahurin, James Nachtwey, and Diana Walker, who together won more major photo awards for Time than all other publications combined.

This volume explores Time's documentation of seminal moments in history, including the moon landing, the Kennedy assassination, Vietnam, the Gulf War, and September 11th. It investigates the reasons behind Time's "Man of the Year," transitions in design, the creation of the symbolic red frame, the important designers and illustrators, the covering of both hot and soft news, as well as the magazine's changeover to the 21st century and the creation of Time's international editions.

This beautiful book draws on the rich collections of the Musée de la Toile de Jouy to produce the first-ever complete history of these textiles. The illustrations include original designs conserved in the museum, exceptional historical examples of clothing and furniture, documents relating to their manufacture and to the founding of the company, and examples of contemporary uses.

When printed and painted cottons from India first appeared in France in the 17th century, there was a reaction to their enormous commercial success and an embargo was placed on their import. In 1759 this ban was lifted, and the Manufacture Royale de Jouy was founded to produce printed cotton fabrics that could compete with the popular imported ones. Within a few years, the factory was the biggest of its kind in Europe and some 30,000 designs were created, many of them the work of renowned 18th-century artists such as Fragonard and Boucher.

The Toile de Jouy textile has become increasingly popular among designers and decorators, who incorporate its classic patterns in upholstery, wallpaper, linens and stationery. For anyone interested in the history of textiles or design, or looking for fresh ideas for interior decor, this book will be an inspiration and a fascinating reference.

Originally referring only to the famed fabrics of Jouy-en-Josas,‘toiles de Jouy’ has today become the catch-all term for the delightful printed cottons preferred by the aristocratic elite in eighteenth- and nineteenth-century France, made famous by the palaces of Marie-Antoinette and Empress Josephine. Sarah Grant introduces the design, dyeing, and printing processes that created these textiles, and their role in interior decoration and clothing, both then and now. Sumptuous new photography of the V&A’s extensive toiles collection illustrates the cottons’ diversity – floral, literary, antique, allegorical, bucolic and ‘exotic’, among others – offering inspiration to everyone with an interest in textiles and interiors.

Tokyo Clash is an extraordinary encounter with Japanese design culture. Author and photographer Ralf Bahren presents Japan's megacity in a visually stunning collection of images, vividly colourful and rich in contrast. He transports readers on an exciting trip through Japanese everyday life - a world that doesn't want to conform to the cliche of Asian reticence. Eye-catching signs, glittering games of chance, Manga characters and countless other items in this collection of Japanese products compete for the viewer's attention. They exist, apparently without any contradiction, alongside traditional temples and Buddha statues. This delightful book promises appealing, provocative and sometimes absurd insights into a foreign universe. Get ready for the ride of your life!A"

Beauty, purity and quality are the three guiding principles that have carried Japanese company YouKaEn from its humble beginnings to its present day pre-eminence in the field of creative floral design. Beauty is inherent in every flower, but it is the task of the designer to transcend this beauty and to create an object that is the perfect union of nature and human imagination, that is pure, refined and graceful. Yuji Kobayashi (born1963), one of the chief designers and executive manager at YouKaEn, needs no words to put this vision into practice. Flawless technique and the use of nothing but first class materials results in floral arrangements bordering on perfection. Symmetry is key in Kobayashi's arrangements presented in this book. Squares, triangles, circles and cylindrical designs are meticulously sketched out on paper and then executed with the greatest degree of precision. Take a peek into the mind of this exceptional artist and be amazed.