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Lavrans Løvlie is also a founder of Livework, a pioneering service design company. In 2018 the Livework Oslo team joined PwC in Norway, where Lavrans today is a Partner leading their Innovation and Design Practice. He has a passion for service innovation, and works across sectors from finance, telco, and mobility to a broad range of public services from culture to healthcare. Lately, he has particularly engaged in solving complex public sector challenges through service design. Dr. Andy Polaine is a design leadership coach, educator, speaker and writer who helps clients transform their organizations and themselves. For several years he worked at Fjord where he was global Group Design Director of Client Evolution and APAC Regional Design Director. Andy has over three decades of experience in design and innovation with clients across a broad range of industries. He holds a PhD from the University of Technology, Sydney, and is Co-Lead of the MA Service Design at the Hochschule Luzern, Switzerland. He writes a popular newsletter called Doctor's Note, hosts the Power of Ten podcast, and shares his design leadership tips on his YouTube channel and Instagram. He plans to get onto TikTok once everybody has gone elsewhere. You can find him at www.polaine.com. Ben Reason is a founder of Livework, a pioneering service design company. Ben has been practicing and developing service design since 2001. Over that time, Ben has led work with a wide range of organizations; public and private, large and small. Ben's focus since the start has been to employ service design to achieve outcomes for business and the public sector. His focus has been on developing the practice of service design in public services and healthcare (although he also has a sweet spot for industrial manufacturing businesses).
""A clear and insightful introduction to service design--its value, methods, and practical application. The second edition adds fresh, relevant case studies and a timely inclusion of AI. It's concise, engaging, and not about insurance! A must-read for anyone seeking a well-structured and accessible overview to get started with service design."" --Prof. Birgit Mager, Co-Founder and President of the Service Design Network ""A modern classic. This updated edition cements Service Design: From Insight to Implementation as one of the seminal books in our field. Andy, Ben, and Lavrans deliver timeless guidance for anyone seeking to design services that truly matter. With this update, the book remains as relevant as ever and will continue to inspire service designers for years to come."" --Marc Stickdorn, author of This is Service Design Thinking and This is Service Design Doing ""For the service designer seeking to shape not just experiences, but also the culture and operations behind them--this is your blueprint for meaningful change."" --Jamin Hegeman, design executive and contributing author, This Is Service Design Thinking ""The book is positioned as a practical guide; it distills the essential frameworks and tools of service design into a format that's approachable and readily usable. It offers straightforward explanations of core concepts, all structured to help multidisciplinary teams grasp and apply them quickly."" --Peter Fossick, Service Design Lead, Cognizant ""The first edition of this book changed the trajectory of my life. It made me discover and fall in love with the idea that we can better serve others. This second edition is even better, with a decade of additional experience. It shows not only how service design can lead to long-lasting great services, but--even more critically--how our decisions can rehumanize services and lead to a better future for the public and planet."" --Daniele Catalanotto, Co-Lead Master Service Design, HSLU Lucerne University of Applied Sciences and Arts ""This book captures the mindset and methods of teams working at a time when service design was still taking shape and brings it up to date. It offers practical mental models and tools, grounded in illustrated case studies, that remain relevant today. It is a useful resource for learning from real-world projects and understanding the evolution of the discipline. This second edition of Service Design: From Insight to Implementation is a valuable addition to any service designer's library."" --Sarah Drummond, Director, School of Good Services ""This is a must-read for designers and leaders who see the complexity in today's challenges and seek inspiration for creating better experiences and outcomes for people, organizations, and the planet. By including experienced voices and rich examples from the field, the authors strongly argue for service design while providing readers with practical steps to make meaningful change where they work and live."" --Patrick Quattlebaum, CEO, Harmonic Design, and coauthor of Orchestrating Experiences: Collaborative Design for Complexity
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