Service Design Heuristics Bibliography

By now you’re familiar with The Usability Matters Service Design Heuristics. These would of course not exist without the work and thinking of a growing community of service designers around the world. We are excited to be part of this conversation. Some of the key resources we drew upon include:

Accenture. (2014, August 30). New York City 311: Public Service Call Center Solution. Retrieved April 24, 2014 from Accenture | Strategy, Digital, Technology and Operations : http://www.accenture.com/sitecollectiondocuments/pdf/accenture-nyc-311-public-service-call-center-solution.pdf

Actors’ Fund of Canada. (2014, August 11). Apply for Assistance. Retrieved April 24, 2015 from The Actors’ Fund of Canada: http://actorsfund.ca/wp-content/uploads/2015/01/AFC_Apply_15-2.pdf

Apple Inc. (2015, April 24). My Support Profile. Retrieved April 24, 2015 from Apple Support: https://supportprofile.apple.com/

Bielawski, K. (2011, May 9). Zipcar Welcome Kit. Retrieved April 24, 2015 from Behance: https://www.behance.net/gallery/1383163/Zipcar-Welcome-Kit

Cooper. (2015). Service Blueprinting. Interaction15. San Francisco: Interaction Design Association.

Doddle. (2015, April 4). About Doddle. Retrieved April 24, 2015 from Doddle: https://www.doddle.it/about

Engine Group. (2015, April 13). News & Views – Engine Service Design. Retrieved April 24, 2015 from Engine Service Design: http://enginegroup.co.uk/news-and-views/

Fresh City Farms. (2015, March 20). How it works. Retrieved April 24, 2015 from Fresh City: Farm Fresh Local & Organic Grocery Delivery: https://www.freshcityfarms.com/how-it-works

Government Digital Service (UK). (2012, July 2). GDS design principles. Retrieved April 24, 2015 from GOV.UK: https://www.gov.uk/design-principles

Livework Studio. (2015, April 4). The Customer Blah! Retrieved April 24, 2015 from Livework Studio: http://liveworkstudio.com/the-customer-blah/

Maly, T. (2013, March 27). Clever Packaging: Essential Medicine Rides Coke’s Distribution Into Remote Villages. Retrieved April 24, 2015 from Wired: http://www.wired.com/2013/03/colalife-piggybacks-on-coke/

Momofuku. (2015, April 6). Noodle Bar (Toronto). Retrieved April 24, 2015 from Momofuku: http://momofuku.com/

Nielsen, J. (1995, January 1). 10 Usability Heuristics for User Interface Design. Retrieved April 24, 2015 from Nielsen Norman Group: UX Training, Consulting, & Research: http://www.nngroup.com/articles/ten-usability-heuristics/

Polaine, A., Reason, B., & Løvlie, L. (2013). Service Design. Brooklyn, New York, USA: Rosenfeld Media, LLC.

Service Design Network gGmbH. (2015, March 24). What is service design? | SDN. Retrieved April 24, 2015 from SDN | Service Design Network gGmbH: http://www.service-design-network.org/

Service Design Network. (2009 – present). various. Touchpoint – The Journal of Service Design .

Stickdorn, M., Scneider, J., & et al. (2010). This is Service Design Thinking. Amsterdam, The Netherlands: BIS Publishers.

The City of New York. (2015, April 21). NYC 311. Retrieved April 24, 2015 from The Official Website of the City of New York: http://www1.nyc.gov/311/

Toronto Transit Commission. (2015, March 14). TTC Metropass. Retrieved April 24, 2015 from Toronto Transit Commission: https://ttc.ca/Fares_and_passes/Passes/Metropass/index.jsp

Transport for London. (2015, April 10). Oyster Online. Retrieved April 24, 2015 from Transport for London: https://account.tfl.gov.uk/oyster?App=8ead5cf4-4624-4389-b90c-b1fd1937bf1f&returnURL=https://oyster.tfl.gov.uk/oyster/security_check

Trout, J. (2014, May 14). 5 Excellent Examples of Omnichannel Retailing Done Right. Retrieved April 24, 2015 from Multichannel Merchant: http://multichannelmerchant.com/must-reads/5-excellent-examples-omnichannel-retailing-done-right-14052014/

Zipcar. (2015, March 15). Car Sharing, an alternative to car rental and car ownership. Retrieved April 24, 2015 from Zipcar: http://www.zipcar.ca/

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