Lucy Kimbell is Associate Fellow, Said Business School, University
of Oxford, where she has been teaching strategic design and design
thinking to MBAs since 2005. She also is a principal research
fellow at Central Saint Martins, University of the Arts, London
where she is developing an MBA.
As an academic researcher Lucy has published more than 25 journal
articles, book chapters and essays on design thinking and service
design. For many years, Lucy has taught design students at leading
schools such as the Royal College of Art and Parsons The New School
for Design. Her artwork has been exhibited internationally
including at TED Global. Lucy has consulted for firms including
Deutsche Bank, Vodafone, the BBC and numerous social enterprises
through her work as fellow at The Young Foundation. Lucy originally
studied Engineering Design and Appropriate Technology, and she has
an MA Computing in Art and Design. Her PhD explores intersections
between design and the social sciences.
"The book builds a powerful philosophy for understanding what is
unique about service innovation. Kimbell writes lucidly about
important perspectives that will significantly mature the practice
of research-based service design."
- Dr Cameron Tonkinwise, Associate Professor, School of Design,
Carnegie Mellon University on amazon.com For some time now, there
has been a need for a reliable book about the basics of service
design and strategic thinking in design: a need from within
business courses and design courses as well as within the worlds of
business and design. Based on Lucy Kimbell's long experience of
high-level teaching and thinking about these areas, this book helps
to fill the gap. The book is also timely - with the rapidly growing
interest in service design among educators and professional
practitioners.
- Professor Sir Christopher Frayling, Former Rector, Royal College
of Art, London, and former Chairman of the Design Council Up until
now, designers have justifiably bypassed much academic design
research, arguing that it offered little to no value in applied
design practice. Lucy Kimbell's new book will put a quick end to
that argument. Kimbell demonstrates that thinking about design is
still as important as doing design. She provides a simple framework
for integrating design concepts with usercentred inquiry. She also
provides an explication of the divide between individualistic,
psychological study, and the collectivist and contextual,
socio-cultural study - a much-needed remedy to the spate of
ill-advised a/b testing rife in contemporary design organizations.
Service designers will find plenty of real-life, practical
examples, woven in between ways of thinking about service design.
It is here that she breathes life into theory - and in so doing,
sweeps away any designer's excuse of not reading theoretical design
research.
- Sam Ladner, phd Senior Researcher, Microsoft Office. Author of
Practical Ethnography: A Guide to Doing Ethnography in The Private
Sector The Service Innovation Handbook is an essential read for
managers in firms that used to have a product focus and that are
trying to shift towards designing services and experiences. By
covering the early stages of the innovation process, it guides
readers through developing new knowledge, creating service concepts
and prototyping experiences. It's valuable not only for service
innovation and design practitioners but also visionary business
leaders who understand that creating distinctive customer
experiences is the future of innovation.
- Sunghan Kim Head of Service UX Group, Media Solution Centre,
Samsung Electronics There are few books that span the realms of
service design, service operations and service experience in such a
practical and engaging way. Lucy's insights into these topics will
help you create great service experiences for your customers.
- Professor Andy Neely Director, Cambridge Service Alliance
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