Designing services requires specific ways of thinking and working that draw from all corners of design, management and innovation. Starting from first principles of service design concepts and theory, through sustainability and the politics of service design, to implementation and evaluation, this is a thorough introduction to the broad discipline of designing what is often invisible – but essential – to users.

In this fully updated new edition of Lara Penin's bestselling book she brings us:

- More digital-only and hybrid service design examples
- A new section specifically covering service blueprints
- Expanded methodological coverage, including multi/trans disciplinary methods, especially ethnography and critical reframing
- Critical discussion and exploration of insights in case studies
- Brand new companion website hosting resources including templates, activities and a living glossary

An indispensable companion for students on their service design journey.