SDOA 1.1 Service Design and Organizational Activation – Introduction

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Course Overview Gatech 2012. 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.

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SDOA 1.1 Service Design and Organizational Activation – Introduction

  1. 1. www.florianvollmer.com@florianvollmer Service Design & Organizational Activation
  2. 2. Philosophy © Florian Vollmer, 2012 – www.florianvollmer.com
  3. 3. Traditional Business: Quarterly profit, M&A, shareholder value,sales, market share, trade secrets, proprietary technology ... © Florian Vollmer, 2012 – www.florianvollmer.com
  4. 4. Design-Driven Business: Focus on the invidual, sustainablepractices, answering needs, connecting systems, transparency © Florian Vollmer, 2012 – www.florianvollmer.com
  5. 5. 126 million units sold © Florian Vollmer, 2012 – www.florianvollmer.com
  6. 6. One of design’s most fundamental tasks is helping people deal with change. Paola Antonelli, MOMA © Florian Vollmer, 2012 – www.florianvollmer.com
  7. 7. Design is applied problem solving. – (me) © Florian Vollmer, 2012 – www.florianvollmer.com
  8. 8. Industrial Design Graphic InterfaceInteraction © Florian Vollmer, 2012 – www.florianvollmer.com
  9. 9. Design © Florian Vollmer, 2012 – www.florianvollmer.com
  10. 10. Problem Text Solution Design © Florian Vollmer, 2012 – www.florianvollmer.com
  11. 11. Styling UCE, BIAD Birmingham, UK Craft Connection KHB Berlin, Germany KISD, Cologne, GermanyInteractionGATECH, Atlanta, GA © Florian Vollmer, 2012 – www.florianvollmer.com
  12. 12. Industrial Design Focus on the design process College of Computing: HCIGeorgia Institute of Technology and UbicompDesign of a multidisciplinary curriculum Focus on new interface paradigms School of Literature, Communications, Culture Focus on new meaning © Florian Vollmer, 2012 – www.florianvollmer.com
  13. 13. © Florian Vollmer, 2012 – www.florianvollmer.com
  14. 14. © Florian Vollmer, 2012 – www.florianvollmer.com
  15. 15. Peer LearningDesign New Forms of Education Service DesignAdvocacy Evolution Cultural InsightsSMB’s Design Management A Glimpse Growing Context Floating Freely The Sensation of Weightlessness Happiness In the face of material poverty © Florian Vollmer, 2012 – www.florianvollmer.com
  16. 16. © Florian Vollmer, 2012 – www.florianvollmer.com
  17. 17. Reliance on Separation of Dedicated Project Designer/ Des/ PM/ Designer PM AMAddition of Integration of Integration ofProduction 2D/ 3D Digital Signage New Service New Service Strategy Service Design Focus on Understanding with Shift to being Strengths Talinsight Generative 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 © Florian Vollmer, 2012 – www.florianvollmer.com
  18. 18. Global Humanity System of Group SystemsI believe one should design for the advantage of the largest System Individualmass of people, first and always. – Raymond Loewy Intervention Experience © Florian Vollmer, 2012 – www.florianvollmer.com
  19. 19. Pretty is easy. © Florian Vollmer, 2012 – www.florianvollmer.com
  20. 20. ... is for all users and stakeholdersSuccessful Design... ... has a positive emotional impact ... speaks to multiple senses © Florian Vollmer, 2012 – www.florianvollmer.com
  21. 21. A Journey © Florian Vollmer, 2012 – www.florianvollmer.com
  22. 22. mCommerce Customer Product Social Environment Sales eCommerce PresentationTraditional Media Engagement OwnershipMedia Experience Touchpoints
  23. 23. Fascinating Times © Florian Vollmer, 2012 – www.florianvollmer.com
  24. 24. Good design is good business. – Thomas Watson, IBM © Florian Vollmer, 2012 – www.florianvollmer.com
  25. 25. Fascinating Times © Florian Vollmer, 2012 – www.florianvollmer.com
  26. 26. infinite possibilities
  27. 27. RFID, NFC, © Florian Vollmer, 2012 – www.florianvollmer.com
  28. 28. RFID, NFC, QRCodes, © Florian Vollmer, 2012 – www.florianvollmer.com
  29. 29. RFID, NFC, QRCodes, mCommerce, © Florian Vollmer, 2012 – www.florianvollmer.com
  30. 30. RFID, NFC, QRCodes, mCommerce, augmented reality, © Florian Vollmer, 2012 – www.florianvollmer.com
  31. 31. RFID, NFC, QRCodes, mCommerce, augmented reality, locationbased services, © Florian Vollmer, 2012 – www.florianvollmer.com
  32. 32. RFID, NFC, QRCodes, mCommerce, augmented reality, locationbased services, social media, © Florian Vollmer, 2012 – www.florianvollmer.com
  33. 33. RFID, NFC, QRCodes, mCommerce, augmented reality, locationbased services, social media, 3d printing, © Florian Vollmer, 2012 – www.florianvollmer.com
  34. 34. RFID, NFC, QRCodes, mCommerce, augmented reality, locationbased services, social media, 3d printing, ubicomp, © Florian Vollmer, 2012 – www.florianvollmer.com
  35. 35. RFID, NFC, QRCodes, mCommerce, augmented reality, locationbased services, social media, 3d printing, ubicomp, m2m... © Florian Vollmer, 2012 – www.florianvollmer.com
  36. 36. The Commonality? © Florian Vollmer, 2012 – www.florianvollmer.com
  37. 37. © Florian Vollmer, 2012 – www.florianvollmer.com
  38. 38. Truly understandthe user’s needs © Florian Vollmer, 2012 – www.florianvollmer.com
  39. 39. Information Services Goods Lifespace © Florian Vollmer, 2012 – www.florianvollmer.com
  40. 40. 12 Weeks © Florian Vollmer, 2012 – www.florianvollmer.com
  41. 41. Partners Company TeamI © Florian Vollmer, 2012 – www.florianvollmer.com
  42. 42. Partners Company Process, Tools, Language TeamI © Florian Vollmer, 2012 – www.florianvollmer.com
  43. 43. Goal Setting © Florian Vollmer, 2012 – www.florianvollmer.com
  44. 44. © Florian Vollmer, 2012 – www.florianvollmer.com
  45. 45. Service © Florian Vollmer, 2012 – www.florianvollmer.com
  46. 46. 1980’s 1990’s 2000’s100% service %GDP goods 0% © Florian Vollmer, 2012 – www.florianvollmer.com
  47. 47. CraftsmanPlanner Doer
  48. 48. A Journey © Florian Vollmer, 2012 – www.florianvollmer.com
  49. 49. © Florian Vollmer, 2012 – www.florianvollmer.com
  50. 50. Brand Wayfinding Digital Interaction Info Graphics/ Print Human interaction Digital Signage Environmental cues Smartphone?A Journey © Florian Vollmer, 2012 – www.florianvollmer.com
  51. 51. Pre-Service Service Period Post-Service Time © Florian Vollmer, 2012 – www.florianvollmer.com
  52. 52. Back-Stage Front-Stage User ExperienceActors © Florian Vollmer, 2012 – www.florianvollmer.com
  53. 53. technologists training IT marketing business operations brand© Florian Vollmer, 2012 – www.florianvollmer.com
  54. 54. DesignManagement © Florian Vollmer, 2012 – www.florianvollmer.com
  55. 55. Business Design Drivers Rationality ExperienceMethod Analysis IterationProcess Planning DoingDecisions Logic Empathy Values Stability Novelty © Florian Vollmer, 2012 – www.florianvollmer.com
  56. 56. Vision Culture Innovation Growth Stock ValueInvestment & FocusIntervention Point for Design Value of Design Inspiration: Marty Neumeier, The Designful Company
  57. 57. Intangible Tangible Value Value End-user Value 1 2 Corporate Value 3 4Quantifying Value Inspiration: Robert Bau, Designing for Recovery
  58. 58. Intangible Tangible Value value Value End-user Value 1 2 Intangible and Intangible and Corporate Value tangible benefits 3 tangible costs 4Quantifying Value Inspiration: Robert Bau, Designing for Recovery
  59. 59. Design Marketing General Manager Strategy Capital Organization Processes & Tech Go-to-market Go-to-market Distribution Distribution Pricing/ Financials Pricing/ FinancialsProduct/ Service Product/ Service Product/ ServicePackaging Packaging PackagingBranding Branding Branding Inspiration: Louis Kim, VP Advanced Platform Group, HP
  60. 60. User needs - discover Product/ Service StrategyGo-to-market Packaging CapitalDistribution OrganizationPricing/ Financials Branding Processes & Tech User needs - discern © Florian Vollmer, 2012 – www.florianvollmer.com
  61. 61. Planning & Process © Florian Vollmer, 2012 – www.florianvollmer.com
  62. 62. Design Thinking © Florian Vollmer, 2012 – www.florianvollmer.com
  63. 63. 1% Idea © Florian Vollmer, 2012 – www.florianvollmer.com
  64. 64. Language © Florian Vollmer, 2012 – www.florianvollmer.com
  65. 65. Decision Making Tools © Florian Vollmer, 2012 – www.florianvollmer.com
  66. 66. Facilitation
  67. 67. Waterfall Agile © Florian Vollmer, 2012 – www.florianvollmer.com
  68. 68. Codesigning © Florian Vollmer, 2012 – www.florianvollmer.com
  69. 69. Service in Beta © Florian Vollmer, 2012 – www.florianvollmer.com
  70. 70. Prototype Beta Measure Beta Measure 1.0 © Florian Vollmer, 2012 – www.florianvollmer.com
  71. 71. technologists training IT marketing businessStakeholder Activation operations brand © Florian Vollmer, 2012 – www.florianvollmer.com
  72. 72. Joint VisionCreating a Joint Vision © Florian Vollmer, 2012 – www.florianvollmer.com
  73. 73. Execution © Florian Vollmer, 2012 – www.florianvollmer.com
  74. 74. 1% Idea © Florian Vollmer, 2012 – www.florianvollmer.com
  75. 75. 10 Plan % © Florian Vollmer, 2012 – www.florianvollmer.com
  76. 76. Integrate © Florian Vollmer, 2012 – www.florianvollmer.com
  77. 77. Storytelling © Florian Vollmer, 2012 – www.florianvollmer.com
  78. 78. Activate © Florian Vollmer, 2012 – www.florianvollmer.com
  79. 79. Dialog Style © Florian Vollmer, 2012 – www.florianvollmer.com
  80. 80. Ask © Florian Vollmer, 2012 – www.florianvollmer.com
  81. 81. @florianvollmer#servicedesign © Florian Vollmer, 2012 – www.florianvollmer.com
  82. 82. www.florianvollmer.com © Florian Vollmer, 2012 – www.florianvollmer.com
  83. 83. Toolbox © Florian Vollmer, 2012 – www.florianvollmer.com
  84. 84. One, Ten, Thirty, Sixty © Florian Vollmer, 2012 – www.florianvollmer.com
  85. 85. For the End © Florian Vollmer, 2012 – www.florianvollmer.com
  86. 86. © Florian Vollmer, 2012 – www.florianvollmer.com

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