If this review only took into account the text of the book, I'd give it five stars. I own a small, local service business with a few locations, and though this book is intended primarily for people interested in service design as a profession, I've found it very insightful as a business owner. My company is planning on expanding in the near future, and I'm incorporating a lot of the ideas and processes in this book into a refinement of our service proposition before we do. The text is clear and concise, and offers valuable insights for a small business owner looking to refine their offering and put themselves a level above their competition.

That said, the glaring shortcoming of this book is the photos/graphic examples. A significant portion of these come from one of the authors' work for Gjensidige, an insurance company in Norway. While there is nothing wrong with this—and in fact I like having a common thread of examples run through a text like this so it's easy to comprehend how different concepts are relative to the whole—the examples have not been translated into English. This is a serious, serious flaw and I can't understand how the publisher let this get through. There are numerous images from the company's website displayed in Norweigan, but if I visit the site myself Chrome knows it's not English and offers to translate it for me so it would have taken a minimal amount of work to display it as such in the book. I can only assume that the images were taken during the design work and reused in the book, which would be fine if they were in English, but in this case is downright lazy. An even more egregious example are the sample Channel Specifications on pages 125 and 126, which serve to provide more detail on specific touchpoints in the service blueprint. These are simply screenshots of text files—which one of the authors clearly has access to as it was his own work—which no one bothered to translate. The result is two full pages of graphic examples which can convey nothing to a non-Norweigan speaker other than: "A Channel Specification should be a series of paragraphs".

I hope that the authors and publishers fix this in future editions, as this is an otherwise excellent book. At the very least, while it doesn't excuse the oversight of giving English readers examples in Norweigan, it would be great if English language copies of these images and examples were made available on a website for owners of the current edition.

44 mensen vonden dit nuttig

Vertaal recensie in het Nederlands

mayra fernandez

Two Stars

Beoordeeld in de Verenigde Staten op 14 november 2016

Geverifieerde aankoop

Purchased this book kindle edition and a lot of pages are missing

8 mensen vonden dit nuttig

Vertaal recensie in het Nederlands

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