Turning research into insight and action

This is an edited excerpt from Chapter 4 of Service Design: From Insight to Implementation published by Rosenfeld Media.

The process of gathering insights draws on a range of research methodologies, specifically design, usability, and ethnographic methods. Those familiar with UX design, human-centered design, and product and social design projects will be familiar with many of these methods. This chapter describes how these methods are used in the context of service design as well as why and when we use them.

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