July 2026
Intermediate
338 pages
8h 12m
English
Content preview from Service Design
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6 Service definition
This chapter covers the work conducted by service designers when offering the Service Definition service. The key activities of this service, and the techniques that may be applied to carry out these activities, are described in this chapter. These techniques may be supplemented by other techniques, in particular those described in Chapters 10 and 11. The techniques described in Chapters 3–5 and 8–9 may also offer additional insights.
This chapter concludes with a case study describing the approach applied to embed a service mindset within an organisation. This case study has been provided by Bruce Prendergast of His Majesty’s Revenue and Customs (HMRC).
Introduction
The elements required to enable effective end-to-end ...
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