This is service design thinking appeared to me as a clever intention readable on two levels. Familiar with design thinking, you can truly experiment the book as an seamless experience, and as a newer it just makes you closer to this realm, explaining all the discipline's facets in an catchy way. The cases at the end are just the apotheosis of the book, the real completion raising out some well and less known companies and their projects. Just a little disappointment on the almost blurred way, sometimes superficial or just not enough personal tht their thinking processes are explained. But I definitely recommend it.
Ouvrage de référence du Service Design Thinking. Trés didactique et d'une conception exemplaire . Le plus complet à date mais certainement perfectible sur la durée sur la partie des techniques Service Design .