• Save
SDOA 2.1 Service Design – An In-Depth Primer
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share

SDOA 2.1 Service Design – An In-Depth Primer

  • 903 views
Uploaded on

This presentation covers key aspects of the emerging practice of Service Design. SDOA – Service Design and Organizational Activation. Enhanced lecture course Gatech 2012, Industrial Design. This......

This presentation covers key aspects of the emerging practice of Service Design. SDOA – Service Design and Organizational Activation. Enhanced lecture course Gatech 2012, Industrial Design. This presentation is part of the "breadth" part of the lecture series - designed to give service design students an understanding of business-relevant tools and concepts.

More in: Design , Technology , Business
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
903
On Slideshare
588
From Embeds
315
Number of Embeds
6

Actions

Shares
Downloads
0
Comments
0
Likes
1

Embeds 315

http://florianvollmer.com 205
https://florian-vollmer.squarespace.com 98
http://florian-vollmer.squarespace.com 7
https://www.linkedin.com 3
http://www.linkedin.com 1
https://florianvollmer.com 1

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. www.florianvollmer.com@florianvollmer Service Design – A Primer
  • 2. Intro © Florian Vollmer, 2012 – www.florianvollmer.com
  • 3. Nothing is Stable. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 4. Design Commoditization. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 5. Open-Source Design. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 6. Threats to Traditional Value Generation. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 7. What is Design? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 8. Eames?
  • 9. Droog?
  • 10. Starck?
  • 11. Tizio?
  • 12. iDrive?
  • 13. designis to designthe designof a design (John Heskett) © Florian Vollmer, 2012 – www.florianvollmer.com
  • 14. Value? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 15. What do you value? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 16. why? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 17. What is Service? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 18. FedEx?
  • 19. The Plumber?
  • 20. Virgin Atlantic?
  • 21. USPS?
  • 22. The W Hotel?
  • 23. A Blurry Line © Florian Vollmer, 2012 – www.florianvollmer.com
  • 24. Amazon.
  • 25. Drinks at a Restaurant.
  • 26. Harrods.
  • 27. Service Adds Value.
  • 28. Service Product Brand © Florian Vollmer, 2012 – www.florianvollmer.com
  • 29. Service Is Value.
  • 30. WhyService Design? © Florian Vollmer, 2012 – www.florianvollmer.com
  • 31. 80% 20%
  • 32. Managers Planners © Florian Vollmer, 2012 – www.florianvollmer.com
  • 33. Managing & Planning for Complexity © Florian Vollmer, 2012 – www.florianvollmer.com
  • 34. Relationships. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 35. Service Design Experience Design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 36. Service DesignService ManagementService Design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 37. Service Design Service Marketing © Florian Vollmer, 2012 – www.florianvollmer.com
  • 38. Service Design Industrial Design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 39. Service Design HCI © Florian Vollmer, 2012 – www.florianvollmer.com
  • 40. Service Design“Design Thinking” © Florian Vollmer, 2012 – www.florianvollmer.com
  • 41. Intermission.
  • 42. Characteristics. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 43. Systems-Oriented. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 44. Taming Complexity. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 45. Multiple Stakeholders. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 46. Depending on Facilitation. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 47. Requires a Multi-Facetted Designer. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 48. Understanding of Business Processes. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 49. Is Acting from Empathy and User Insights. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 50. Relying on Ethnographic Practices. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 51. Delivered by: Humans © Florian Vollmer, 2012 – www.florianvollmer.com
  • 52. Delivered by: Interfaces © Florian Vollmer, 2012 – www.florianvollmer.com
  • 53. Moving from OR to AND © Florian Vollmer, 2012 – www.florianvollmer.com
  • 54. Moving from OR to AND © Florian Vollmer, 2012 – www.florianvollmer.com
  • 55. Human Interface User © Florian Vollmer, 2012 – www.florianvollmer.com
  • 56. Service Activation = Organizational Activation © Florian Vollmer, 2012 – www.florianvollmer.com
  • 57. Service Activation = Organizational Activation. Create Believe. Prepare. Create Ownership. Enable Memory. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 58. Principles. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 59. Focus on the Human. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 60. Co-Create. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 61. Sequencing. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 62. Evidencing. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 63. Holistic & System-Integrated. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 64. Holistic & System-Integrated.
  • 65. Taxonomy. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 66. Clients Business Model Canvas Stakeholder Maps Customer Lifecycle Maps Expectation Maps The Five Whys (*) Storyboards Co-Creation Design Scenarios Research Creativity in the Life A Day Planning Execution What if… (*) Service Blueprints Service PrototypesService Safaris Storytelling Agile Development Customer Journey Desktop Walkthrough Maps Personas Service Staging Contextual Interviews Shadowing Mobile Ethnography Internal © Florian Vollmer, 2012 – www.florianvollmer.com
  • 67. Meaning. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 68. Codifying the Meaning of Services. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 69. Analyze Refine Design Service Designer Communicate Service Designer { Visibility } { } Organization Meaningful Service ExperienceFulfillment Passion &Customer The Why Sense of Ownership Front Stage Analyze Actor Service Designer © Florian Vollmer, 2012 – www.florianvollmer.com
  • 70. Global Humanity System of Group Systems System IndividualIntervention Experience © Florian Vollmer, 2012 – www.florianvollmer.com
  • 71. Process. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 72. Problem Solution Design © Florian Vollmer, 2012 – www.florianvollmer.com
  • 73. Waterfall Agile © Florian Vollmer, 2012 – www.florianvollmer.com
  • 74. Prototype Beta Measure Beta Measure 1.0 © Florian Vollmer, 2012 – www.florianvollmer.com
  • 75. Ingredients. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 76. mCommerce Customer Product Social Environment Sales eCommerce PresentationTraditional Media Engagement OwnershipMedia Experience © Florian Vollmer, 2012 – www.florianvollmer.com
  • 77. © Florian Vollmer, 2012 – www.florianvollmer.com
  • 78. Pre-Service Service Period Post-Service © Florian Vollmer, 2012 – www.florianvollmer.com
  • 79. Back-Stage Front-StageUser Experience © Florian Vollmer, 2012 – www.florianvollmer.com