Redesigning Thinking: How Service Design is Solving our 21st Century Challenges

The world doesn’t work. But there is a way to make it work – it’s called design.

In Redesigning Thinking, Clive Grinyer discusses service design – the holistic process of managing all the points in a customer’s journey with the provider, from the initial introduction down to the last customer interaction, with the purpose of designing each interaction and experience in a way that is user-friendly and relevant to the customer. He argues that design is a way to think more humanely, to create better business and navigate through complex systems to achieve successful outcomes. Sharing inspirational stories and examples of the power of design from around the world, he explores how service design methods combine data and research to understand how context and creativity can be used as a problem-solving tool to engineer, reframe, and deliver effective solutions and help organizations succeed.

Whether you are a leader in business or in government, a practicing designer looking to use your skills to enhance your impact, or a student keen to use your creativity to improve the prospects of the planet and society, this book will challenge you to change how you think. It will help you make informed decisions and craft products and services designed to create solutions for the people who use them.

Clive Grinyer is an internationally renowned designer who has led global design teams at Samsung, Cisco, Orange and Barclays, worked at design consultancy IDEO, and was co-founder of the design company Tangerine. Starting as a product designer he has moved across digital, customer experience and service design and was Director of Design for the UK Design Council. As Head of Service Design at the Royal College of Art, he pioneered design as a tool for social impact, shaping how we respond to the environmental crisis and develop life services including financial and healthcare. He is an advisor and delivers executive training to companies including Bosch, the Dorchester Collection of hotels, and the Bank of England. Clive was a trustee of the Royal Society of Arts, Chair of the Design Business Association Effectiveness awards and visiting professor at the Glasgow School of Art. He is currently based in London.