Theatrical Politics of Service Design

service design being rigorous about to whom it is relevant 1

“How can I help you?”    = What are the expectations and limits of my role here? How can this organization help you? I am having such a bad day! I can only help you if you help me by telling me clearly what you really want. How much are they paying me to be nice to someone as awful as you?! 2

“How can I help you?”    = service design is unavoidably political insofar as it is in essence getting people to perform the role of _being friendly to_ a stranger    = (servicing the needs of) 3

“How can I help you?”    = service design is theatrically political 4

service engineering servqual management service design 5

service engineering servqual management service design new ways of consuming ROI Margins/Market Share Customer Loyalty/Brand 6

service engineering servqual management service design user‐centered design new ways of consuming research‐led design ROI Margins/Market Share Customer Loyalty/Brand 7

new ways of living service engineering social design servqual management co‐creation service design user‐centered design new ways of consuming research‐led design ROI Margins/Market Share Customer Loyalty/Brand 8

new ways of living service engineering social design servqual management co‐creation l ca i lit po service design ec on om ic user‐centered design new ways of consuming research‐led design ROI Margins/Market Share Customer Loyalty/Brand 9

Friday’s New York Times 10

new ways of living service engineering social design servqual management co‐creation l ca i lit po new ways of working service design service providers employees ec on om ic user‐centered design new ways of consuming research‐led design ROI Margins/Market Share Customer Loyalty/Brand 11

new ways of living service engineering social design servqual management co‐creation l ca i lit economic politics po new ways of working service design service providers employees ec on om ic user‐centered design new ways of consuming research‐led design ROI Margins/Market Share Customer Loyalty/Brand 12

new ways of living service engineering social design servqual management co‐creation new ways of working ? service design service providers employees user‐centered design new ways of consuming research‐led design ROI Margins/Market Share Customer Loyalty/Brand 13

at the least having (empathy with) ? employee service providers as part of service designing 14

[ and precisely (or politically) not merely managerial representatives of employees (i.e., the clients commissioning the service design) ] at the least having (empathy with) ? employee service providers as part of service designing 15

managerial serv qual 18

employees? 19

to what end (beyond functionality)? 20

can a designer/client quickly learn to perform and improvise within an unembarrassing service role?       awkwardness 21

SCAPES TRAINING servicescapes (sets, props, costumes) cuing service provider roles as well as customer co‐production roles 22

designing training SCAPES TRAINING            iterative (learning from ‘in the Vield’ service providers in order to re‐teach the design) 23

Theatrical Politics of Service Design

by cameron tonkinwise on Oct 18, 2009

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Theatrical Politics of Service Design — Webinar Transcript