#SDbreakfast
The	  Spirit	  of	  Service	  Design    3.10.2012    Mikko-­‐Pekka	  Hanski    @mphanski    mph@idean.com    Idean    www....
Topics          Scope               Theory          EmoFons  Survival	  methods
#SDbreakfastPoint	  of	  this	  talk               Service	  design
#SDbreakfastPoint	  of	  this	  talk               Service	  design   Create	  Experiences
#SDbreakfastPoint	  of	  this	  talk               Service	  design   Create	  Experiences   That	  creates	  memories
#SDbreakfastPoint	  of	  this	  talk               Service	  design   Create	  Experiences   That	  creates	  memories    ...
#SDbreakfastPoint	  of	  this	  talk               Service	  design   Create	  Experiences   That	  creates	  memories    ...
#SDbreakfastPoint	  of	  this	  talk.	                    To	  design
#SDbreakfastPoint	  of	  this	  talk.	                    To	  design     You	  need	  to	  make	  decisions
#SDbreakfastPoint	  of	  this	  talk.	                    To	  design     You	  need	  to	  make	  decisions to	  make	  d...
#SDbreakfastPoint	  of	  this	  talk.	                    To	  design     You	  need	  to	  make	  decisions to	  make	  d...
#SDbreakfastPoint	  of	  this	  talk.	                    To	  design     You	  need	  to	  make	  decisions to	  make	  d...
Amos	  Tversky   Daniel	  Kahnemann
What	  service	  designer	  feels?
First	  crush
Excitment
Frustration
Magic	  moment
Boredom
Relief/Remorse
Survival	  guide
Respect	  yourself
Blood	  sugar	  level
Re-­‐defined	  project	  plan
Reflect
The	  Spirit	  of	  Service	  Design                                      3.10.2012                           Mikko-­‐Pekk...
Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean
Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean
Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean
Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean
Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean
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Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean

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Mikko-Pekka Hanski from Idean discusses emotions in the second Service Design Breakfast. Check out how emotions impact the design result and how design projects can benefit from understanding the emotional roller coaster that is also called a (customer) design project.

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Service Design Breakfast - The spirit of Service Design - Mikko-Pekka Hanski, Idean

  1. 1. #SDbreakfast
  2. 2. The  Spirit  of  Service  Design 3.10.2012 Mikko-­‐Pekka  Hanski @mphanski mph@idean.com Idean www.idean.com #Sdbreakfast
  3. 3. Topics Scope Theory EmoFons Survival  methods
  4. 4. #SDbreakfastPoint  of  this  talk Service  design
  5. 5. #SDbreakfastPoint  of  this  talk Service  design Create  Experiences
  6. 6. #SDbreakfastPoint  of  this  talk Service  design Create  Experiences That  creates  memories
  7. 7. #SDbreakfastPoint  of  this  talk Service  design Create  Experiences That  creates  memories That  are   actually    emo9ons
  8. 8. #SDbreakfastPoint  of  this  talk Service  design Create  Experiences That  creates  memories That  are   Something,  just  to   actually    emo9ons keep  the  slide   layout  in  balance
  9. 9. #SDbreakfastPoint  of  this  talk.   To  design
  10. 10. #SDbreakfastPoint  of  this  talk.   To  design You  need  to  make  decisions
  11. 11. #SDbreakfastPoint  of  this  talk.   To  design You  need  to  make  decisions to  make  decision
  12. 12. #SDbreakfastPoint  of  this  talk.   To  design You  need  to  make  decisions to  make  decision You  need  feel  something
  13. 13. #SDbreakfastPoint  of  this  talk.   To  design You  need  to  make  decisions to  make  decision You  need  feel  something To  make   experience   complete
  14. 14. Amos  Tversky Daniel  Kahnemann
  15. 15. What  service  designer  feels?
  16. 16. First  crush
  17. 17. Excitment
  18. 18. Frustration
  19. 19. Magic  moment
  20. 20. Boredom
  21. 21. Relief/Remorse
  22. 22. Survival  guide
  23. 23. Respect  yourself
  24. 24. Blood  sugar  level
  25. 25. Re-­‐defined  project  plan
  26. 26. Reflect
  27. 27. The  Spirit  of  Service  Design 3.10.2012 Mikko-­‐Pekka  Hanski @mphanski mph@idean.com www.idean.com #Sdbreakfast

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