Fis service design workshop pmar_v01

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WorkshopInspiring Service Design Workshop

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  • What we are doing today:What is service design?
  • Why service design? Why is it important?
  • The customerjourney?
  • How to design a and itstouchpoints
  • carmaintenance
  • carmaintenance
  • carmaintenance
  • Securitygateofficers are in factunder cover service designers
  • Service designis the process of improving experiences that happen across multiple touch points over time.
  • Theodore LevittService design is notonlyaboutdesigning the optimal UX, butaboutunderstandingunderlying (LATENT) customerneeds and finding the best solutionforthoseneeds.
  • Gross Domestic Product (Bruto binnenlands Product)
  • A service ecology is a system of actors and the relationships between them that form a service.
  • MarcStikdorn
  • International Service Design Network
  • Servicedesigning.org:networkfor service designers
  • Voor meer info: www.flandersinshape.be
  • Fis service design workshop pmar_v01

    1. 1. Philippe Martens
    2. 2. Compentence CenterforProduct DevelopmentandIndustrial Design
    3. 3. service designworkshop
    4. 4. What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
    5. 5. What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
    6. 6. What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
    7. 7. What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
    8. 8. What is service design?
    9. 9. What is design?
    10. 10. Design is…Giving form tothingsA processChangingbehaviourAnswering complex,open ended questionsSolving practicalproblemsCreating desire
    11. 11. Design is the processof making somethingBetter for someone
    12. 12. Defining service design
    13. 13. What are services?
    14. 14. Services areintangiblegoods
    15. 15. Services helpsomeone to dosomething
    16. 16. Helping to get yourcar back on the road.
    17. 17. Helping passengers feelsafe and in comfort.Under coverService Designers!!
    18. 18. Service design is theprocess of improvingexperiences that happenacross multiple touchpoints over time.
    19. 19. Why service design?
    20. 20. the service ecology
    21. 21. The Customer Journey
    22. 22. Customer Journey | The Touchpoints
    23. 23. +-Understanding the customer touchpoints
    24. 24. Kinepolis experience flow+-searchbookentertravel and parkqueueeatwatchapres drinkfind carpaytickets
    25. 25. Exercise:Mapping your experience
    26. 26. Your customer experience journeyUsing the sheet provided, map out the experience that yourcustomers have as they engage with your service (orproduct). Plot all of the touch points a customer comes intocontact with.Look at your touch points through the eyes of yourcustomers. Are you delivering what you promise?Be objective in your assessment of whether each touch pointdoes what it should.Point out crucial “moments of truth”Please take 15 minutes for this exercise.
    27. 27. References:books
    28. 28. ISBN 978-90-6369-256-8
    29. 29. ISBN 978-1422177808
    30. 30. ISBN 978-0-06-176608-4
    31. 31. ISBN 978-90-5856-314-9
    32. 32. References:websites
    33. 33. servicedesigntools.org
    34. 34. service-design-network.org
    35. 35. servicedesigning.org
    36. 36. Q&A
    37. 37. Thank you
    38. 38. @PhMartens

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