We think we know services — not a day goes by without using them — until we have to design them. It is then that their realities confront us, teasing us sometimes. While services have always been ‘designed’, the qualities of their designs are more important than ever, given how much more we depend on them. Thus the need for deepening our understanding of what services are, what they can be, and why they fail — often in unexpected ways. This book reveals the surprising design of serv...

Inspiration for Innovation helps you to become a successful innovator. It offers practical insights, tips and tools and teaches you how to innovate. With 101 columns, this book inspires, confronts and surprises everyone who is looking for more inspiration on this topic. Using an expedition metaphor, it reveals how to achieve a strategic mind-set: timing, breaking patterns, understanding customers, creating a culture for innovation, and implementing innovation projects successfully.

Every spre...