Your SlideShare is downloading. ×
0
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
on Service Design
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

on Service Design

116,318

Published on

A collection of thoughts and ideas on the practice and value of Service Design by Adaptive Path.

A collection of thoughts and ideas on the practice and value of Service Design by Adaptive Path.

Published in: Design, Travel, Technology
18 Comments
443 Likes
Statistics
Notes
No Downloads
Views
Total Views
116,318
On Slideshare
0
From Embeds
0
Number of Embeds
100
Actions
Shares
0
Downloads
2,640
Comments
18
Likes
443
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  1. on Service DesignPatrick Quattlebaum | @ptquattlebaumUsability Stammtisch BerlinPresented 18 Apr 2013 to
  2. Patrick QuattlebaumDesign Director | @ptquattlebaum
  3. WhyServiceDesign?MaptheExperienceChangetheMachineCase:A HumanServiceSomeEssentialSkills
  4. WhyServiceDesign?MaptheExperienceChangetheMachineCase:A HumanServiceSomeHelpfulTips
  5. ChrisRisdonBrandonSchauerJaminHegemanPatrickQuattlebaumYour Guides
  6. Case:A HumanService
  7. A date with my wife...
  8. ... at a nice restaurant ...
  9. http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  10. Dirtyhttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  11. Dirty Unreliablehttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  12. Dirty UnreliablePressureto usecashhttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  13. Dirty UnreliablePressureto usecashNotspecialhttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  14. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg
  15. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive
  16. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive Book inAdvance
  17. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive Book inAdvanceBook inBlocks ofTime
  18. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive Book inAdvanceBook inBlocks ofTimeTwoPaymentSteps
  19. http://files.tested.com/photos/2012/12/26/43242-uber.jpg
  20. Open App View Availability Book Car
  21. Open App View Availability Book Car
  22. Watch Progress Get Alerts
  23. Pay for Service Provide Feedback
  24. Waiting
  25. Four Hour BlockTrip Trip Trip Trip
  26. DriverPassengerFriendlyServiceNiceCarsEasyPaymentConstantFeedbackReasonablePriceJust inTimeMoreFlexibilityStreamlinedProcessFeedbackLoopFill Gapsin ScheduleBiggerMarketMoreControl
  27. MoreHuman
  28. WhyServiceDesign?
  29. http://www.nytimes.com/interactive/2012/01/20/business/the-iphone-economy.htmlMacroTrend: Shift to Services
  30. The service sectornow generates ~64%of the world’s GDP.International Monetary Fund, World Economic Outlook Database, April 2012: Nominal GDP list of countries.
  31. The service sectornow generates ~64%of the world’s GDP.International Monetary Fund, World Economic Outlook Database, April 2012: Nominal GDP list of countries.71.1%
  32. MARKET SIZING$2 BillionEstimated size of totaldollars spent in U.S. onthe planning anddesign of services*BS
  33. $2 BillionPlanning &Design ofServices$40 BillionAd Spendphoto by Seal Beach AT&T
  34. $2 BillionPlanning &Design ofServices$40 BillionAd Spendphoto by Seal Beach AT&T
  35. $2 BillionPlanning &Design ofServices$40 BillionAd SpendServiceAnticipationGapphoto by Seal Beach AT&T
  36. Service Anticipation GapThe loss of future potential revenuesand the wasted ad spend when aservice doesn’t meet or exceed theexpectations set with the customer.*BS
  37. Increased customeracquisition and adoptionrates by planning anddesigning for servicepropositions, sequencing,and flowOvercoming SAGIncreased customerloyalty and advocacythrough human-centeredplanning of customerjourneys acrosstouchpoints andevidencing ofcustomer value*BS
  38. COMPETITION— Complete unscientific guessing of who’s doing how muchHow’s this workgetting done?System EngineersOperationsManagementBranding &MarketingCustomer Service“The Organization”Straight-up ServiceDesigners*BS
  39. Service design applies design methods andcraft to the definition and orchestration ofservice experiences.Examines the operations, culture, andstructure of an organization for impact onservice experience.Service Design (in two sentences)Borrowed from Jamin Hegeman
  40. Services are processand experiencebased.From Service Blueprinting: A Practical Technique for Service Innovation
  41. Experience
  42. ProcessExperience
  43. Change the MachineMap the Experience
  44. MaptheExperience
  45. Services are processand experience-based.Experience Map for Rail Europe | August 2011STAGESDOINGFEELINGResearch & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post TravelPeople choose rail travel because it isconvenient, easy, and flexible.Rail booking is only one part of people’s largertravel process.People build their travel plans over time. People value service that is respectful, effectiveand personable.EXPERIENCERail Europe Experience MapKayak,compareairfareGooglesearchesResearchhotelsTalk withfriendsRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropePaper ticketsarrive in mail• I’m excited to go to Europe!• Will I be able to see everything I can?• What if I can’t afford this?• I don’t want to make the wrong choice.• It’s hard to trust Trip Advisor. Everyone isso negative.• Keeping track of all the different productsis confusing.• Am I sure this is the trip I want to take?• Website experience is easy and friendly!• Frustrated to not know sooner about whichtickets are eTickets and which are paper tickets.Not sure my tickets will arrive in time.• Stressed that I’m about to leave the countryand Rail Europe won’t answer the phone.• Frustrated that Rail Europe won’t ship ticketsto Europe.• Happy to receive my tickets in the mail!• I am feeling vulnerable to be in an unknown place inthe middle of the night.• Stressed that the train won’t arrive on time for myconnection.• Meeting people who want to show us around is fun,serendipitous, and special.• Excited to share my vacation story withmy friends.• A bit annoyed to be dealing with ticket refundissues when I just got home.ViewmapsArrangetravelBlogs &Travel sitesPlan withinteractive mapReview faresSelect pass(es)Enter trips ConfirmitineraryDeliveryoptionsPaymentoptionsReview &confirmMap itinerary(finding pass)DestinationpagesMay call ifdifficultiesoccurE-ticket Printat StationWebraileurope.comWait for paper tickets to arriveResearch destinations, routes and productsLive chat forquestionsActivities, unexpected changesChangeplansCheck ticketstatusPrint e-ticketsat homeweb/appsLook uptimetablesPlan/confirmactivitiesWebSharephotosShareexperience(reviews)RequestrefundsFollow-up on refunds for booking changesShare experienceBuy additionalticketsLook uptime tablesStakeholder interviewsCognitive walkthroughsCustomer Experience SurveyExisting Rail Europe DocumentationOpportunitiesGuiding PrinciplesCustomer JourneyInformationsourcesRAIL EUROPETHINKING• What is the easiest way to get around Europe?• Where do I want to go?• How much time should I/we spend in eachplace for site seeing and activities?• I want to get the best price, but I’m willing to pay alittle more for first class.• How much will my whole trip cost me? What are mytrade-offs?• Are there other activities I can add to my plan?• Do I have all the tickets, passes and reservationsI need in this booking so I don’t pay moreshipping?• Rail Europe is not answering the phone. Howelse can I get my question answered?• Do I have everything I need?• Rail Europe website was easy and friendly, butwhen an issue came up, I couldn’t get help.• What will I do if my tickets don’t arrive in time?• I just figured we could grab a train but there arenot more trains. What can we do now?• Am I on the right train? If not, what next?• I want to make more travel plans. How do Ido that?• Trying to return ticket I was not able to use. Notsure if I’ll get a refund or not.• People are going to love these photos!• Next time, we will explore routes and availabilitymore carefully.Ongoing,non-linearLinearprocessNon-linear, buttime basedCommunicate a clear valueproposition.STAGE: Initial visitConnect planning, shopping andbooking on the web.STAGES: Planning, Shopping, BookingArm customers with informationfor making decisions.STAGES: Shopping, BookingImprove the paper ticketexperience.STAGES: Post-Booking, Travel, Post-TravelMake your customers into better,more savvy travelers.STAGES: GlobalProactively help people dealwith change.STAGES: Post-Booking, TravelingSupport people in creating theirown solutions.STAGES: GlobalVisualize the trip for planningand booking.STAGES: Planning, ShoppingEnable people to plan over time.STAGES: Planning, ShoppingEngage in social media withexplicit purposes.STAGES: GlobalCommunicate status clearly atall times.STAGES: Post-Booking, Post TravelAccommodate planning andbooking in Europe too.STAGE: TravelingAggregate shipping with areasonable timeline.STAGE: BookingHelp people get the help theyneed.STAGES: GlobalGLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVELRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeMail ticketsfor refundGet stampfor refund
  46. Services are processand experience-based.Experience Map for Rail Europe | August 2011STAGESDOINGFEELINGResearch & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post TravelPeople choose rail travel because it isconvenient, easy, and flexible.Rail booking is only one part of people’s largertravel process.People build their travel plans over time. People value service that is respectful, effectiveand personable.EXPERIENCERail Europe Experience MapKayak,compareairfareGooglesearchesResearchhotelsTalk withfriendsRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropePaper ticketsarrive in mail• I’m excited to go to Europe!• Will I be able to see everything I can?• What if I can’t afford this?• I don’t want to make the wrong choice.• It’s hard to trust Trip Advisor. Everyone isso negative.• Keeping track of all the different productsis confusing.• Am I sure this is the trip I want to take?• Website experience is easy and friendly!• Frustrated to not know sooner about whichtickets are eTickets and which are paper tickets.Not sure my tickets will arrive in time.• Stressed that I’m about to leave the countryand Rail Europe won’t answer the phone.• Frustrated that Rail Europe won’t ship ticketsto Europe.• Happy to receive my tickets in the mail!• I am feeling vulnerable to be in an unknown place inthe middle of the night.• Stressed that the train won’t arrive on time for myconnection.• Meeting people who want to show us around is fun,serendipitous, and special.• Excited to share my vacation story withmy friends.• A bit annoyed to be dealing with ticket refundissues when I just got home.ViewmapsArrangetravelBlogs &Travel sitesPlan withinteractive mapReview faresSelect pass(es)Enter trips ConfirmitineraryDeliveryoptionsPaymentoptionsReview &confirmMap itinerary(finding pass)DestinationpagesMay call ifdifficultiesoccurE-ticket Printat StationWebraileurope.comWait for paper tickets to arriveResearch destinations, routes and productsLive chat forquestionsActivities, unexpected changesChangeplansCheck ticketstatusPrint e-ticketsat homeweb/appsLook uptimetablesPlan/confirmactivitiesWebSharephotosShareexperience(reviews)RequestrefundsFollow-up on refunds for booking changesShare experienceBuy additionalticketsLook uptime tablesStakeholder interviewsCognitive walkthroughsCustomer Experience SurveyExisting Rail Europe DocumentationOpportunitiesGuiding PrinciplesCustomer JourneyInformationsourcesRAIL EUROPETHINKING• What is the easiest way to get around Europe?• Where do I want to go?• How much time should I/we spend in eachplace for site seeing and activities?• I want to get the best price, but I’m willing to pay alittle more for first class.• How much will my whole trip cost me? What are mytrade-offs?• Are there other activities I can add to my plan?• Do I have all the tickets, passes and reservationsI need in this booking so I don’t pay moreshipping?• Rail Europe is not answering the phone. Howelse can I get my question answered?• Do I have everything I need?• Rail Europe website was easy and friendly, butwhen an issue came up, I couldn’t get help.• What will I do if my tickets don’t arrive in time?• I just figured we could grab a train but there arenot more trains. What can we do now?• Am I on the right train? If not, what next?• I want to make more travel plans. How do Ido that?• Trying to return ticket I was not able to use. Notsure if I’ll get a refund or not.• People are going to love these photos!• Next time, we will explore routes and availabilitymore carefully.Ongoing,non-linearLinearprocessNon-linear, buttime basedCommunicate a clear valueproposition.STAGE: Initial visitConnect planning, shopping andbooking on the web.STAGES: Planning, Shopping, BookingArm customers with informationfor making decisions.STAGES: Shopping, BookingImprove the paper ticketexperience.STAGES: Post-Booking, Travel, Post-TravelMake your customers into better,more savvy travelers.STAGES: GlobalProactively help people dealwith change.STAGES: Post-Booking, TravelingSupport people in creating theirown solutions.STAGES: GlobalVisualize the trip for planningand booking.STAGES: Planning, ShoppingEnable people to plan over time.STAGES: Planning, ShoppingEngage in social media withexplicit purposes.STAGES: GlobalCommunicate status clearly atall times.STAGES: Post-Booking, Post TravelAccommodate planning andbooking in Europe too.STAGE: TravelingAggregate shipping with areasonable timeline.STAGE: BookingHelp people get the help theyneed.STAGES: GlobalGLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVELRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeRelevance of Rail EuropeEnjoyabilityHelpfulness of Rail EuropeMail ticketsfor refundGet stampfor refundExperienceMapping!
  47. experiencestouchpointinteractionsproceduresproductsand systemsexperiencesinteractionsprocessessystems
  48. experiencestouchpointinteractionsproceduresproductsand systemsexperiencesinteractionsprocessessystems
  49. experiencestouchpointinteractionsproceduresproductsand systemsexperiencesinteractionsMAGIC
  50. When you thinkabout experiencemapping, thinkabout Indiana Jones.
  51. Tell the story with depthand richness aroundthe human experience.Borrowed from Chris Risdon
  52. Your organization shouldfeel what it’s like to experienceevery touchpoint.Borrowed from Chris Risdon
  53. personorganization-enjoyment+
  54. personorganization-enjoyment+
  55. You need to tell anengaging story.But make sure you aretelling a true story.Borrowed from Chris Risdon
  56. This guy is notpossible... Borrowed from Chris Risdon
  57. This guy is notpossible......without thisguy first. Borrowed from Chris Risdon
  58. Borrowed from Chris Risdon
  59. Feeling, thinking, doing.Borrowed from Chris Risdon
  60. Feeling, thinking, doing.MotivationsBorrowed from Chris Risdon
  61. Feeling, thinking, doing.Motivations FramingBorrowed from Chris Risdon
  62. Feeling, thinking, doing.Motivations Framing BehaviorsBorrowed from Chris Risdon
  63. NeedsWhat people aretrying to satisfyActionsWhat people aredoingEmotionsFeelings andperceptionsPeopleWho is involvedContextPlace andenvironmentProducts andServicesBuilding Blocks
  64. USER RESEARCHThinking (framing)Feeling (motivations) With whomArtifactsWhereDoing (behavior)Thinking (framing)SeeingWith whomWhenHearingBorrowed from Chris Risdon
  65. USER RESEARCHThinking (framing)Feeling (motivations) With whomArtifactsWhereDoing (behavior)Thinking (framing)SeeingWith whomWhenHearingWe want to understand the context in which this touchpoint occurs—time, place, emotions—so we can design to support the goal.Borrowed from Chris Risdon
  66. ExploringScience
  67. It’s about the verb, not the noun.Borrowed from Chris Risdon
  68. It’s about the verb, not the noun.It’s about the activity, not the artifact.Borrowed from Chris Risdon
  69. ChangetheMachine
  70. procès (13c.)http://panathinaeos.files.wordpress.com/2010/10/seventh_seal_14.jpg
  71. procès (13c.)a journeyhttp://panathinaeos.files.wordpress.com/2010/10/seventh_seal_14.jpg
  72. process (17c.)http://upload.wikimedia.org/wikipedia/commons/thumb/a/a4/Anatomia_xiv_secolo.jpg/897px-Anatomia_xiv_secolo.jpg
  73. process (17c.)a continuous series of actionsmeant to accomplish some resulthttp://upload.wikimedia.org/wikipedia/commons/thumb/a/a4/Anatomia_xiv_secolo.jpg/897px-Anatomia_xiv_secolo.jpg
  74. process (20c.)source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
  75. process (20c.)a sequence of interdependent andlinked procedures which, at everystage, consume one or moreresources (employee time, energy,machines, money) to convert inputs(data, material, parts, etc.) intooutputs. These outputs then serveas inputs for the next stage until aknown goal or end result is reached.source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
  76. process (20c.)a sequence of interdependent andlinked procedures which, at everystage, consume one or moreresources (employee time, energy,machines, money) to convert inputs(data, material, parts, etc.) intooutputs. These outputs then serveas inputs for the next stage until aknown goal or end result is reached.source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
  77. http://www.morethings.com/fan/bill_murray/stripes/bill_murray-stripes1981-1325.jpghttp://www.soundonsight.org/wp-content/uploads/2011/11/Brazil.jpgRational Irrational Engagement
  78. http://24.media.tumblr.com/tumblr_m970z4Gotv1qzcgluo1_1280.jpgWhat have we built?
  79. Line of Visibility
  80. Service blueprintinghelps designersengage operationsto go from vision toreality.
  81. PATIENTACTIONSPHYSICALEVIDENCEONSTAGECONTACTPERSONBACKSTAGECONTACTPERSONDebbie’sChart CartRecords/DatabaseSystemBinSystemCheckVitals &Ask QuestPlace inKassamBinMeet Dr.KassamKassamGets QuickReviewTakeAwayChartProcess &Check-outRecords/DatabaseSystemDictationChartStorageSystemDoor TagSystemSee OtherPatientsSUPPORTPROCESSESSign InFrontDeskWaitingRoomFrontDeskFrontDeskHallway ExamRoomMRI &ChartExamRoomMRI &ChartDoor Tag WaitingRoomCheck-outRoomWaitingRoomLine of InteractionLine of VisibilityRespondsFollow toExam RmAnswerQuestionsAskQuestionsReturnDoor TagCheck-out,Pay, &LeaveCheck-inWelcomeGetPatientChartSee OtherPatientsProcessSee OtherPatientsBringsDoor TagBackCallPatientGrabDoor TagEscort toExam RmChart inTo BeSeen BinWrite Rm# onScheduleSee OtherPatientsGrabChartfrom BinChartTaken byStaffCheckPatientLocationCheckPatientLocationScheduleSystemService Blueprint of Presby Neuro Clinic? ? ? ? ?Line of Internal Interaction? ? ?Wait WaitWait inExam Rm Wait WaitWork by CMU students: Melissa Cliver, Jamin Hegeman, Kipum Lee, Leanne Libert, Kara Tennant
  82. Customer ActionsTouchpointsStaff ActionsBack Stage StaffSupport ProcessesTimeLine of VisibilityBlueprint Building BlocksBorrowed from Jamin Hegeman
  83. — Complete unscientific guessing of who’s doing how muchHow’s this workgetting done?System EngineersOperationsManagementBranding &MarketingCustomer Service“The Organization”Straight-up ServiceDesigners*BSRemember this?
  84. Invite to Play
  85. Service Storming
  86. CommercialSignageCashierPackagingWebsiteCustomer
  87. process (21c.)
  88. process (21c.)orchestrated series of interrelatedactions that produce sustainablevalue for all stakeholders in complexecosystems of people, products,services, and technologies
  89. Humanize processesto co-create value forbusinesses and thepeople with whomthey interact.
  90. SomeEssentialSkills
  91. SomeHelpfulTips
  92. Change the MachineMap the ExperienceLine of Visibility
  93. Empathizing Guidingmove in new lifeplan orchestrate movingfind it!searchI’MDOINGINEEDI’MFEELINGStorytellingLine of Visibility3 Empathy Challenges Visualize Insights Tell & Re-tellNew/Improved SkillsTips
  94. Skill: EmpathizeTangible Empathy Workshop
  95. Challenge 1: Read More Fiction
  96. Thee Tip: Visualize InsightsChallenge 2: Practice Active Listening
  97. Challenge 3: Empathic Adventure
  98. Challenge 3: Empathic Adventure
  99. Skill: Guiding
  100. Tip: Visualize Insights
  101. EmotionsDoingContextTouchpoints
  102. JourneysKey Moments(intentionally blurry)
  103. Skill: Storytellinghttp://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  104. TimeBuilding BlocksTroop Strength DirectionTemperature Location
  105. NeedsWhat people aretrying to satisfyActionsWhat people aredoingEmotionsFeelings andperceptionsPeopleWho is involvedContextPlace andenvironmentProducts andServicesChoose a facet to drive your story
  106. EmotionsFeelings andperceptions
  107. EmotionsFeelings andperceptions
  108. EmotionsFeelings andperceptions
  109. EmotionsFeelings andperceptions
  110. EmotionsFeelings andperceptions
  111. move in new lifeplan orchestrate movingfind it!searchI’MDOINGINEEDI’MFEELINGEmotionsFeelings andperceptions
  112. move in new lifeplan orchestrate movingfind it!searchI’MDOINGINEEDI’MFEELINGEmotionsFeelings andperceptions
  113. Tip: Tell & Retell StoriesEducatedGuessInformedUnderstandingEvolvedConcept
  114. ServiceStoryboardJourneyMappingServiceStormingTip: Tell & Retell Stories
  115. Change the MachineMap the ExperienceLine of Visibility
  116. Facilitation Translation OrchestrationLine of VisibilityTake Improv Let’s Do Coffee RoughcuttingNew/Improved SkillsTips
  117. Skill: Facilitation
  118. Tip: Take Improv
  119. Tip: Take ImprovYes, and!
  120. Skill: Translation
  121. Tip: Let’s Do Coffee
  122. Skill: Orchestration
  123. source: http://www.cinemaisdope.com/news/films/troublewithharry/twh-1.jpg#AgainstAtomismTip: Roughcutting
  124. source: http://vimeo.com/9339739
  125. Change the MachineMap the Experience
  126. Change the MachineMap the ExperienceMoreHuman
  127. Patrick T Quattlebaum | @ptquattlebaumDanke.

×