Fis service design workshop pmar_v01
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Fis service design workshop pmar_v01

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WorkshopInspiring Service Design Workshop

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 Fis service design workshop pmar_v01 Presentation Transcript

  • Philippe Martens
  • Compentence CenterforProduct DevelopmentandIndustrial Design
  • service designworkshop
  • What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
  • What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
  • What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
  • What is service design?Why service design?The customer journeyDesigning a service and its touchpoints
  • What is service design?
  • What is design?
  • Design is…Giving form tothingsA processChangingbehaviourAnswering complex,open ended questionsSolving practicalproblemsCreating desire
  • Design is the processof making somethingBetter for someone
  • Defining service design
  • What are services?
  • Services areintangiblegoods
  • Services helpsomeone to dosomething
  • Helping to get yourcar back on the road.
  • Helping passengers feelsafe and in comfort.Under coverService Designers!!
  • Service design is theprocess of improvingexperiences that happenacross multiple touchpoints over time.
  • Why service design?
  • the service ecology
  • The Customer Journey
  • Customer Journey | The Touchpoints
  • +-Understanding the customer touchpoints
  • Kinepolis experience flow+-searchbookentertravel and parkqueueeatwatchapres drinkfind carpaytickets
  • Exercise:Mapping your experience
  • 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.
  • References:books
  • ISBN 978-90-6369-256-8
  • ISBN 978-1422177808
  • ISBN 978-0-06-176608-4
  • ISBN 978-90-5856-314-9
  • References:websites
  • servicedesigntools.org
  • service-design-network.org
  • servicedesigning.org
  • Q&A
  • Thank you
  • @PhMartens