adding value to commodities
from products to services

Service Design Network Conference - Day 3

We created a
workshop...
and ������is is what
happened...

23 interested participants

We had 4 goals

1. Find out what we mean wi������ goods,
products, services, experiences, commodities
and value

2. Experience ������e Service Design process, tools
and me������ods

3. Design a Service

4. Get to know ea������ o������er

Step 1
What are goods, products, services and experiences?

Team 1

good

product

service

experience

Team 2

good

product

service

experience

Team 3

good

product

service

experience

Lessons learned
Step 1

“A good is a raw unprocessed ‘material’ ������at gets it’s value from
access”
“Really basic stuff, commodity produced, wi������out customer
interaction”
Needs to be processed, to add value to
goods

“Products are goods ������at are processed by a system ������at is
closed to ������e customer and may offer features and benefits to
differentiate.”
“Branded tangibles ������at are pre-produced, stored and
distributed.”
Ownership, meets needs, closed system
products

“A service is an intangible time-based process involving human
interaction”
“Adding value ������rough personal delivery...”
processing customer inputs, situational
services

“An experience is a personal feeling ������at exists in a multi-
sensory environment and is meaningful in a social se������ing”
“A personal priceless moment...”
memorable, personal, emotional response
experiences

Step 2
Commodities and Value

Commodity (1)
“A commodity is a
inter������angeable
offering ������at is
non-differentiated
and standardized,
in its own
category”

Commodity (2)
“Things wi������in a defined group ������at are homogenous and
whi������ people have ������e same expectations for.”

Step 3
Design a Service

servicize ������ese products

Bike Buddy

Just Ride

Urban Roofs

Source View

Bonzo Cares

The Light Rider

We ������ank all our designers!

email us at:
energy@31v.nl