This Is Service Design Thinking

Ever wonder what would happen if you took the same common-sense approach that great companies use to keep their customers happy—and used it to improve how you treat your donors? That’s what This is Service Design Thinking is all about. It’s a down-to-earth guide to creating better, more meaningful experiences for the people who support your mission.

Think about the last time you had an interaction that was easy, pleasant, and actually useful—that’s good service design. This book breaks it down into five simple principles, gives you the right tools to get started, and shares real stories from organizations that have put these ideas to work. And as a bonus, the book itself is a joy to read—proof that good design isn’t just theory, it’s practice.

In short, it’s not rocket science—it’s just thoughtful, practical thinking that puts people first.