singapore master class

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  • Experience is the product_ apologies to By Peter Merholz
  • singapore master class

    1. 1. Experience is the product
    2. 4. Bristol | population 450,000 | 193km from London o
    3. 8. “You press the button, we do the rest”
    4. 16. ……more later 60% of Apple’s income from services … not hardware
    5. 17. 1 What is driving these changes?
    6. 18. Pine and Glimore ‘ Welcome to the experience economy” 1998
    7. 19. birthday cake the agrarian economy…
    8. 20. birthday cake the industrial economy….
    9. 21. the service economy….
    10. 22. the experience economy….
    11. 25. 25% manufacturing sector 75% service sector GDP in Britain today
    12. 26. 2 What is driving these changes?
    13. 29. …… .. made in China
    14. 30. 400 programs in China alone right now, with an estimated 10,000 designers graduating every year.
    15. 32. …… designed in China
    16. 33. How are British design consultancies responding?
    17. 37. products product systems and services… How are design consultancies responding? DESIGN
    18. 43. Experience
    19. 44. Experience
    20. 45. Product + Communication + Service = Experience Pine & Gilmore (again) * *
    21. 46. Product + Communication + Service = Experience Pine & Gilmore (again) * * BRAND
    22. 47. Service If the film The Graduate were remade today, the word of career advice whispered in Dustin Hoffman's ear might well be "services" instead of "plastics” . Paul Horn senior vice-president of IBM Research
    23. 48. Service design
    24. 50. What can designers bring to this field?
    25. 51. “designers… you’re empaths … that’s what you do!” Richard Seymour seymourpowelldesign
    26. 52. A designer is like a good dinner party host, they provide their guests what they expect… plus a little bit more! Charles Eames
    27. 53. 1. user focus
    28. 54. user focused?
    29. 55. user focus fussy front end design thinking participatory observation passive observation co-design open ended interviews focus groups
    30. 59. People are messy
    31. 62. opportunity
    32. 63. 2. Story telling
    33. 64. engaging?
    34. 65. Design in four dimensions
    35. 66. Four dimensional designers?
    36. 67. storyboarding
    37. 68. an example.....
    38. 82. fundamentals of service design
    39. 83. Design in four dimensions fundamentals of service design
    40. 86. service blueprint fundamentals of service design
    41. 87. action action action action action fundamentals of service design
    42. 88. action action action action action actor touch point fundamentals of service design
    43. 89. fundamentals of service design service blueprint :customer journey through the service, including all touch-points and back-stage processes touchpoints : the physical manifestation of the service. Could be web- mobile phone- and PC interfaces, bills, retail shops, call centers and customer representatives actors/stakeholders : the customers/providers of the service
    44. 90. fundamentals of experience design first design the service blueprint to create the experience, then design the touchpoints to reinforce the experience
    45. 91. touchpoints
    46. 92. touchpoints: very loosely defined at this stage
    47. 95. Where does this take product designers?
    48. 100. thank you..... Experience is the product
    49. 101. Today’s workshop
    50. 102. action action action action action actor touch point Today’s workshop
    51. 103. service blueprint Today’s workshop
    52. 104. service blueprint Today’s workshop
    53. 105. service blueprint Today’s workshop part one: take 30 mins, go downstairs to grab a coffee or tea _map out the ‘service experience’
    54. 106. part two: thinking about the food service outlets here at Temasek Polytechnic redesign both the service blueprint and some of the touchpoints to reflect the following themes: EXPRESS REFLECTON TIME ME AND MY FRIENDS WORKING LUNCH Today’s workshop

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