ABSTRACT
Keywords: industrial service design, the role of designer, outside in, customercentricity, design for change, employee experience, design for business, industrial service design process
The goal of this chapter is to introduce industrial service design. The making of the book has been an interesting process; the company case studies and the voices of the authors engaged with industry have had a central role. In the book, industrial service design cases present companies like ABB, Autodesk, Bittium, the Coca-Cola Company, L’Oreal, Tetra Pak, Volkswagen, as well as global service design agencies such as Designthinkers, Hellon, Palmu and Veryday. Well-established researchers on service design have contributed their research fi ndings to the book.
