This is Service Design Thinking / Jakob Schneider
This book represents an international project initiated by Marc Stickdorn from Austrian Management Center Innsbruck. It strives to be the first comprehensive textbook on the emerging field of service design. Within this field, the term "design" does not only include physical objects but moreover the inherent yet intangible service they provide. So in order to be authentical, this book has to understand itself as a service.
Combining the seriousness of a classic textbook with visual aides, the book tries to provide a better "service experience" during reading and learning with the actual object.