This is the online Touchpoint of This is Service Design Thinking loader

Tell me more about the design process of this website

Personas represent the main target groups

Personas are stereotypes of certain stakeholder groups. They help to empathize with otherwise abstract descriptions of e.g. customer groups. We identified two main groups of people who visit Those who want to learn more about the book and those who already have it and want to work with some of our auxiliary offerings. The start screen helps to guide them through our website.

The customer journey of new customers

Through observations and contextual interviews we analyzed the information processing of people interested in the book. Based on these user needs we structured the information and its quantity. So users are guided from a very brief info on the book to finally where to get it.

The customer journey of users owning the book

Users who own a book already or at least know what it is about, are predominantly interested in downloading the customer journey canvas or the icons. Did we say that we are also working on a software tool which will make the process of designing service systems quicker and easier? Register now to be among the first to know when we release our beta version.

We take the “line of interaction” seriously. Well, not quite. However, beneath it we provide an overview on what other people say about TiSDT in the most important social media. Underneath you can find mistakes we discovered in the book and our contact details. As this information doesn't refer to a specific user group, it is in an area accessible from every part of the website.

Transparent feedback system

The UserVoice feedback system is a great way to provide feedback, ideas on how to improve the experience and critics what's wrong.


Errata and imprint


Here is a list of typos and
mistakes we found so far in
the book. Please help us
to continously develop this list.

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Concept & Design
Jakob Schneider & Marc Stickdorn
Web Development
Klaus Schwarzenberger
Online contact
Jakob Schneider: / @jakoblies
Marc Stickdorn: / @MrStickdorn
Offline contact
smaply gmbh, Leopoldstraße 24, 6020 Innsbruck, Austria
All content on our website is assembled and tested carefully. A liability or guarantee of accuracy, completeness and timeliness will be declined. This also applies for all other hyperlinked sites. We are not responsible for the content of hyperlinked websites. We preserve the right to update, change or add information or data.
The structure and all content of this website is copyrighted by Jakob Schneider & Marc Stickdorn. Reproduction of information or data, especially the use of text, pictures or programming code in external documents or websites requires our affirmation.