Andy Polaine
Books
Books I have written for you to enjoy.
Service Design: From Insight to Implementation, 2nd Edition
The fully revised second edition of the definitive guide to service design. Co-authored with Lavrans Løvlie and Ben Reason, this edition reflects how the field has matured—covering new tools, new challenges, and new ways of embedding service design in organisations.
Service design is now embedded across industries and sectors. This new edition contains updated and new case studies, additional material in every chapter and addresses organisational change, and the complexity of designing at scale—while retaining the practical, people-centred approach of the original.
Get the book →First Edition (2013)
The first edition was one of the earliest comprehensive guides to service design and remains widely used in industry and academia. It covers research, insight, service ecology, prototyping, and measurement with real-world case studies.