Event Experience Design / Service Design Drinks Berlin

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What does it take to create an outstanding event experience? In times of TED, SlideShare & Co when high-quality input is available to everyone – what value has a live event bring to offer? Guest speaker Claudia Brückner is an event experience designer. In her input talk she discussed the changing role of live events. How can they facilitate meaningful interactions? And enable people to communicate with each other? This summer edition of Service Design Drinks was hosted at Aperto. The digital communication firm opened their courtyard in Mitte, invited to chilled drinks and vivid conversations.

Design Business Technology

Service
Design
Drinks
Event
Experience
Design
A P E R TO / J U N E 2 5 , 2 0 1 4

Katharina-Paulus-Str.
Claudia Brückner
@clastronautin
Event Experience Designer.
Event Concepts. Event Management.
Innovation Facilitator. Design Thinking Coach.

Katharina-Paulus-Str.
Why are you going to
Conferences?

Katharina-Paulus-Str.
Learning. Inspiration. Networking. Exchange.
Experience the Topic.
Why are you going to
Conferences?

Katharina-Paulus-Str.
And what do you
get?

Katharina-Paulus-Str.
21Century Conference Participants
speaker has no exclusive
knowledge anymore
access to knowledge
& resources
N E W R O L E O F T H E EX P E R TN E W R O L E O F T H E AU D I E N C E
tools for collaboration
& co-creation

Katharina-Paulus-Str.
Status quo ConferencesStatus quo Conferences
most Conferences are as interactive,
inspiring & collaborative as
watching TV

Katharina-Paulus-Str.
Conferences
fail, because they
don't design
interactions.

Katharina-Paulus-Str.
Because Learning, Inspiration,
Networking, Exchange
& Experiencing the topic
are based on (human) interaction.
Why Interaction ?

Katharina-Paulus-Str.
Can we design human Interactions ?
no.
facilitate
(human) interactions at conferences
by designing Event Experiences

Katharina-Paulus-Str.
Designing event experiences that
facilitate (human) interactions.
Event Experience
Design

Katharina-Paulus-Str.
What has this to do
with Service Design?
How to …design event experiences that
facilitate (human) interactions?
Design Touchpoints
& the journey between them

Katharina-Paulus-Str.
Touchpoints: Activity & Space
O N L I N E & O F F L I N E
online & offline activities & spaces
activities that
facilitate interaction
between
participants
spaces that facilitate
interaction between
participants
AC T I V I T Y S PAC E

Katharina-Paulus-Str.
beyond the event
Touchpoints & the journey between them
P R E - , E V E N T, P O ST-
online or offline activities &
space:
before, at & after the event
online & offline
activities that
facilitate interaction
between
participants
online & offline space
that facilitates
interaction between
participants
AC T I V I T Y S PAC E

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Event Experiene Design
Networking & Exchange
Learning & Inspiration
Experience Topic
AC T I V I T Y
S PAC E

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Event Experiene Design
Networking & Exchange
Learning & Inspiration
Experience Topic
AC T I V I T Y
S PAC E
now

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Event Experiene Design
Networking & Exchange
Learning & Inspiration
Experience Topic
AC T I V I T Y
S PAC E
possible

Katharina-Paulus-Str.
Event Experience
Design
Cases & Examples

Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T

Event Experience DesignSXSW Panel Picker
S PAC E

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Networking & Exchange
Learning & Inspiration
AC T I V I T Y
S PAC E
SXSW Panel Picker

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
AC T I V I T Y
S PAC E
Next Berlin: Conference App
Networking & Exchange
Learning & Inspiration

Photo: Service Design Berlin
Service Experience Camp
S PAC E

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Service Experience Camp
AC T I V I T Y
S PAC E
Networking & Exchange
Experience Topic

CoThinkTank
Photo: tackle Service Design
AC T I V I T Y

Photo: tackle Service Design
AC T I V I T Y

Sketch: tackle Service Design
AC T I V I T Y

Katharina-Paulus-Str.
P R E - P O ST-E V E N T
AC T I V I T Y
S PAC E
Networking & Exchange
Experience Topic
CoThinkTank

Katharina-Paulus-Str.
Host/
Organiser
Speaker
Sponsor
Attendee
Attendee
Other Tools: Stakeholder Map

Katharina-Paulus-Str.
Other Tools: Blueprint
Icons: Olyn LeRoy, Dmitry Baranovskiy / The Noun Project
Customer Actions
Onstage / Visible Contact Employee Actions
Backstage/Invisible Contact Employee Actions
Support Processes
Physical Evidence
L I N E O F V I S I B I L I T Y
L I N E O F I N T E R AC T I O N
I N T E R N A L I N T E R AC T I O N

Katharina-Paulus-Str.
Other Tools: Desktop Walkthrough
Photo: big-design.org

Video: raumlabor berlin
Other Tools: Co-Creation

Photo: Gregor Fischer | re:publica 2012
Other Tools: Co-Creation

Katharina-Paulus-Str.
Event Experience Design
Learning, Exchange & Networking
don’t just happen automatically.
Interactions need to be facilitated.
Use your tools, Service Designer!

Katharina-Paulus-Str.
Exercise
Note event experiences
or create ideas that
facilitate interactions
between participants.

Katharina-Paulus-Str.
Event experience cases & ideas — #
Note event experiences or create ideas that facilitate
interactions between participants.
name of event:
description:
addressed need:
type: Activity Space
Pre-
Physical Virtual
Post-Eventphase:
medium:
sketch:

Service Experience Camp
www.serviceexperiencecamp.de • 13 - 14 Sept 2014, Berlin

See you at
the next event
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin
claudiabrueckner.de
@clastronautin

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In the 12th With Company Design Thinking Flash Session, Claudia Brückner will talk to us about how the digital age has fundamentally changed our ability to access knowledge and to communicate & collaborate. This causes vast consequences for conferences and similar events as the roles of speaker and participants have altered. To create meaning and stay meaningful, conferences need to reflect those changes by facilitating interactions between the participants instead of merely delivering passive top-down experience. Event Experience Design is a discipline, process and set of tools to create conference experiences that facilitate human interactions. Claudia will share some cases to illustrate how to use the Event Experience Design tools & process.

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