Customer centric Service Design by BBH

We at BBH Stockholm are proud to introduce our newest addition to BBH Books - the Service Design Handbook! 

The Service Design handbook is an (in)complete guide to the tools and methods of improving customer experiences and leveraging brand value with seamless customer journeys. It shows how we can use customer journey understanding as a tool to empathise and find new opportunities to delight customers. We reveal our recipe for success for creating products and services that are not only desirable, but also make business sense and are feasible from an organisational and technical perspective.

BBH Stockholm Service Design
The handbook goes above and beyond the hard facts and takes into account the ecosystem in which these services are built — the organisation. Design thinking, in other words creative problem solving through empathy and experimentation, requires a supportive organisational structure, agile leadership and a culture that encourages entrepreneurship and initiative.

You can download the book at

We hope you enjoy reading the book as much as we enjoyed making it!