• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Customer Experiences and Service Design
 

Customer Experiences and Service Design

on

  • 915 views

A quick immersion into key Service Design methods.

A quick immersion into key Service Design methods.

Statistics

Views

Total Views
915
Views on SlideShare
830
Embed Views
85

Actions

Likes
5
Downloads
0
Comments
0

5 Embeds 85

http://www.inforetail.com 36
http://www.inreality.com 28
http://inforetail.com 11
http://inreality.com 6
http://inrealityinc.com 4

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Customer Experiences and Service Design Customer Experiences and Service Design Presentation Transcript

    • Customer Experiences & Service Design Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • www.inforetail.com www.gatech.edu Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Quantitative Research Social Media Agency QR Codes Merchandizing Ad Agency Social Couponing Business Intelligence Digital Signage NFC Design Studio Service Design Traditional Media RFID Tags UX eCommerce Training Digital Media Interactive Agency Consulting Product Development PR Event Planning Direct MarketingCorporate Identity Agency Digital Creative Environmental Design SEO Qualitative Research Packaging Design Integrating all Brand Touchpoints is a Challenge Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Story Ownership Web Mobile StoreCreating Continuity in Customer Experiences Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Why Service Design? Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Define SolutionThe Design Process Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • 1980’s 1990’s 2000’s 100% service % GDP goods 0%GDP has shifted from Products to Services Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • 2011 2012 Smartphones in May ‘11 and Feb ’12 50% 38% 25% 13% 0% Smartphone Other cell phone No cell phone Princeton Survey Research Associates International via StatistaSmartphones have taken the lead! Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • “Black Friday E-Commerce Hits $1 Billion for the First Time,Amazon Gets Most Visits” Comscore via ForbesDramatic Changes to Brick and Mortar are a Reality Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • • Spending Allocation • Stakeholder Integration • Risk Management • Brand BuildingDirect Bottom Line Benefits of Service Design Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • What is Service Design? Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Your Definition? Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • SDN – Prof. Birgit Mager
    • “Immaterial Products”Systematic Development of Integrated SolutionsUser: Useful, Usable, DesirableProvider: Efficient, Effective, DifferentDevelopment from a User PerspectiveDesigning for Customer Journeys – Service Design Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • mCommerce Customer Product Sales Social eCommerce Environment Presentation Engagement OwnershipTraditional Media Media Experience Masterplan for Meaningful Experiences Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • mCommerce Customer Product Sales Social eCommerce Environment Presentation Engagement OwnershipTraditional Media Media Experience Strategy Service Design Design Solution Management Masterplan for Meaningful Experiences Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Three Key Characteristics Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • No TouchpointA Journey Through Touchpoints – Sequencing © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • NavigationA Journey Through Touchpoints – Sequencing © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • Brand Audio Touch *No mention of 2 hr free parkingA Journey Through Touchpoints – Sequencing © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • EvidenceA Journey Through Touchpoints – Sequencing © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • A Number! MapA Journey Through Touchpoints – Sequencing © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • Map IIA Journey Through Touchpoints – Sequencing © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • Co-Creation Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Creative Collaboration
    • General Operations Urban Planners Architects Store PlannersRestaurant Operations Parking Operations Security Graphic Designers (Environmental) Store Operations Mall Operations Stakeholders Involved in Touchpoints Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Service Designer: Customer Journey & Service Design BlueprintUrban Planners General Operations Store PlannersRestaurant Operations Architects Parking Operations SecurityGraphic Designers (Environmental) Mall Operations Store OperationsService Design brings valuable Stakeholder Alignment Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • © Florian Vollmer & Info Retail 2012 – www.inforetail.com
    • Service PeriodPre Service Post ServiceService Design Requires Timeline Thinking Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Back-Stage Actors Front-Stage Actors Physical Touchpoints Digital TouchpointsService Design Integrates Actors and Touchpoints Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • The Design of the Environment The Individual ExperienceValue of Service Design Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • The Individual Experience The Design of the EnvironmentValue of Service Design Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • ” ” Service Customer Design ExperienceService Design and User Experience Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • March 1st-3rd Global Service Jam
    • An ExampleCopyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Tempur-Pedic ® Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • What’s next? Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Integrative Responsible Strategy Design Responsive Solution Management Copyright © 2011 Info Retail, Inc. All Rights Reserved.
    • Intro Good Bye
    • www.inforetail.com@florianvollmer Copyright © 2011 Info Retail, Inc. All Rights Reserved.