Practical Access to Service Design

Stefan Moritz’s 2005 thesis Practical Access to Service Design [PDF 2.5MB] from Köln International School of Design is by far the most comprehensive overview of the discipline I’ve encountered. Weighing in at over 200 pages plus appendices, Moritz digs up 16 different models for understanding service design and a collection of memorable quotes from luminaries in the field.

He also includes brief service design vignettes for Virgin, Orange, FedEx, First Direct, AT&T, Lufthansa, Streetcar, Heathrow, Black and White, Juniper, and London Oyster cards.

  1. Thanks so much for this link, Jeff!

  2. Jeff

    You’re quite welcome Carrie. Enjoy!

    There are also some nice service design method cards hidden near the end that are worth checking out.

  3. Thank you for featuring my paper!
    Glad you found it useful.

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