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Service Design 1/16. Course Intro
 

Service Design 1/16. Course Intro

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Service Design 1/16. Course Intro, by Michael Eckersley, PhD

Service Design 1/16. Course Intro, by Michael Eckersley, PhD

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    Service Design 1/16. Course Intro Service Design 1/16. Course Intro Presentation Transcript

    • Design for Services & Consumer Experiences ! ! Michael Eckersley, PhD January, 2014 Designing Service Experiences, Intro Design for services & experience
    • Course Texts ! ! • "Experience Economy" Pine & Gilmore • "Designing for the Digital Age: How to Create Human-Centered Products and Services" Goodwin “Infinite Possibilities” Pine & Korn • "This is Service Design Thinking: Basics, Tools, Cases,” Wiley, Stickdorn & Schneider, 2012 • "Authenticity" Pine & Gilmore • "Customer Experience Management" Schmitt • "Sketching User Experience" Buxton Design for services & experience
    • Readings for next week ! ! • Read Preview and Chaps 1-2 “Experience Economy”, pp 1-64 • “Service System Design:  Bridging the ‘Front Stage’ and ‘Backstage’”  Robert Glushko and Shelley Evenson Design for services & experience
    • Journals, articles... http://www.service-design-network.org/category/content-categories/knowledge-base/literature Design for services & experience
    • "Everything in the world must have a design or the human mind rejects it. But in addition, it must have purpose or the human conscience shies away from it." --John Steinbeck, Travels With Charlie "What is central to business is the joy of creating" –Peter Robinson Design for services & experience
    • Your Experience • Great or lousy experiences you have had or taken part in? • What made the experience great or disappointing? • What was it composed of? • How do you judge a service experience? • What experiences have you come to expect? Design for services & experience
    • A Vision of Students Today http://www.youtube.com/watch?v=dGCJ46vyR9o Michael Wesch, Cultural Anthropology , Kansas State University Design for services & experience
    • How can we enable her to access the best information worldwide in order to multiply her options and pursue her dreams? Design for services & experience
    • the waiting room experience Design for services & experience
    • Joseph Pine on what consumers want http://www.ted.com/talks/lang/eng/joseph_pine_on_what_consumers_want.html Design for services & experience
    • Progression
 of Economic Value (Pine & Gilmore) Differentiated Stage Experiences Relevant Customization Deliver Services Competitive Position Customization Customer
 Needs Make Goods Customization Undifferentiated Extract Commodities Market Pricing Irrelevant Premium Design for services & experience
    • Design for Services & Consumer Experiences ! ! Michael Eckersley, PhD January, 2013 Designing Service Experiences, Intro Design for services & experience