• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
on Service Design
 

on Service Design

on

  • 109,909 views

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.

Statistics

Views

Total Views
109,909
Views on SlideShare
81,017
Embed Views
28,892

Actions

Likes
417
Downloads
2,414
Comments
18

97 Embeds 28,892

http://www.adaptivepath.com 10244
http://sprmario.hatenablog.jp 7475
http://adaptivepath.com 3983
http://www.scoop.it 2282
http://servicedisrupted.com 2009
http://toolkit.motorone.com 468
https://twitter.com 355
http://www.denirz.info 177
http://www.allthesmallthings.nl 161
http://vanissawanick.com 154
http://mgekeler.tumblr.com 149
http://chrisfinlay.com 108
http://www.stateofsearch.com 107
http://localhost 98
http://uxtogo.useeds.de 84
http://cloud.feedly.com 80
http://dev.adaptivepath.com 71
http://uxtogo.wordpress.com 69
http://www.conseilsmarketing.com 64
http://www.linkedin.com 60
http://digg.com 55
http://ptquattlebaum.tumblr.com 52
http://implement.dev3.1508test.dk 51
http://www.newsblur.com 43
http://flavors.me 34
http://programaciondecomputadores.pbworks.com 32
http://translate.googleusercontent.com 30
http://www.feedspot.com 29
http://feeds.feedburner.com 27
http://home.searchfree.net 24
http://www.pinterest.com 24
http://www.hanrss.com 23
http://www.perspagina.nl 18
http://interactiondesign.collected.info 16
http://pinterest.com 14
http://newsblur.com 13
http://preview.futurescape.in 13
http://vssintel.com 12
http://userexperience.collected.info 12
http://galenia.cat 11
http://disrupt.loc 11
http://moodle.unitec.ac.nz 11
http://area003.test.absolvent.pl 10
http://futuregov.tumblr.com 9
http://feedly.com 8
http://collabion.mirror.intranet.fusioncharts.com 8
http://feedspot.com 7
http://mongo 6
https://www.linkedin.com 4
http://cattownsenduserexperience.collected.info 4
More...

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

110 of 18 previous next Post a comment

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…

110 of 18 previous next

Post Comment
Edit your comment

    on Service Design on Service Design Presentation Transcript

    • on Service DesignPatrick Quattlebaum | @ptquattlebaumUsability Stammtisch BerlinPresented 18 Apr 2013 to
    • Patrick QuattlebaumDesign Director | @ptquattlebaum
    • WhyServiceDesign?MaptheExperienceChangetheMachineCase:A HumanServiceSomeEssentialSkills
    • WhyServiceDesign?MaptheExperienceChangetheMachineCase:A HumanServiceSomeHelpfulTips
    • ChrisRisdonBrandonSchauerJaminHegemanPatrickQuattlebaumYour Guides
    • Case:A HumanService
    • A date with my wife...
    • ... at a nice restaurant ...
    • http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
    • Dirtyhttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
    • Dirty Unreliablehttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
    • Dirty UnreliablePressureto usecashhttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
    • Dirty UnreliablePressureto usecashNotspecialhttp://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
    • http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg
    • http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive
    • http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive Book inAdvance
    • http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive Book inAdvanceBook inBlocks ofTime
    • http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpgExpensive Book inAdvanceBook inBlocks ofTimeTwoPaymentSteps
    • http://files.tested.com/photos/2012/12/26/43242-uber.jpg
    • Open App View Availability Book Car
    • Open App View Availability Book Car
    • Watch Progress Get Alerts
    • Pay for Service Provide Feedback
    • Waiting
    • Four Hour BlockTrip Trip Trip Trip
    • DriverPassengerFriendlyServiceNiceCarsEasyPaymentConstantFeedbackReasonablePriceJust inTimeMoreFlexibilityStreamlinedProcessFeedbackLoopFill Gapsin ScheduleBiggerMarketMoreControl
    • MoreHuman
    • WhyServiceDesign?
    • http://www.nytimes.com/interactive/2012/01/20/business/the-iphone-economy.htmlMacroTrend: Shift to Services
    • The service sectornow generates ~64%of the world’s GDP.International Monetary Fund, World Economic Outlook Database, April 2012: Nominal GDP list of countries.
    • 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%
    • MARKET SIZING$2 BillionEstimated size of totaldollars spent in U.S. onthe planning anddesign of services*BS
    • $2 BillionPlanning &Design ofServices$40 BillionAd Spendphoto by Seal Beach AT&T
    • $2 BillionPlanning &Design ofServices$40 BillionAd Spendphoto by Seal Beach AT&T
    • $2 BillionPlanning &Design ofServices$40 BillionAd SpendServiceAnticipationGapphoto by Seal Beach AT&T
    • 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
    • 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
    • COMPETITION— Complete unscientific guessing of who’s doing how muchHow’s this workgetting done?System EngineersOperationsManagementBranding &MarketingCustomer Service“The Organization”Straight-up ServiceDesigners*BS
    • 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
    • Services are processand experiencebased.From Service Blueprinting: A Practical Technique for Service Innovation
    • Experience
    • ProcessExperience
    • Change the MachineMap the Experience
    • MaptheExperience
    • 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
    • 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!
    • experiencestouchpointinteractionsproceduresproductsand systemsexperiencesinteractionsprocessessystems
    • experiencestouchpointinteractionsproceduresproductsand systemsexperiencesinteractionsprocessessystems
    • experiencestouchpointinteractionsproceduresproductsand systemsexperiencesinteractionsMAGIC
    • When you thinkabout experiencemapping, thinkabout Indiana Jones.
    • Tell the story with depthand richness aroundthe human experience.Borrowed from Chris Risdon
    • Your organization shouldfeel what it’s like to experienceevery touchpoint.Borrowed from Chris Risdon
    • personorganization-enjoyment+
    • personorganization-enjoyment+
    • You need to tell anengaging story.But make sure you aretelling a true story.Borrowed from Chris Risdon
    • This guy is notpossible... Borrowed from Chris Risdon
    • This guy is notpossible......without thisguy first. Borrowed from Chris Risdon
    • Borrowed from Chris Risdon
    • Feeling, thinking, doing.Borrowed from Chris Risdon
    • Feeling, thinking, doing.MotivationsBorrowed from Chris Risdon
    • Feeling, thinking, doing.Motivations FramingBorrowed from Chris Risdon
    • Feeling, thinking, doing.Motivations Framing BehaviorsBorrowed from Chris Risdon
    • NeedsWhat people aretrying to satisfyActionsWhat people aredoingEmotionsFeelings andperceptionsPeopleWho is involvedContextPlace andenvironmentProducts andServicesBuilding Blocks
    • USER RESEARCHThinking (framing)Feeling (motivations) With whomArtifactsWhereDoing (behavior)Thinking (framing)SeeingWith whomWhenHearingBorrowed from Chris Risdon
    • 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
    • ExploringScience
    • It’s about the verb, not the noun.Borrowed from Chris Risdon
    • It’s about the verb, not the noun.It’s about the activity, not the artifact.Borrowed from Chris Risdon
    • ChangetheMachine
    • procès (13c.)http://panathinaeos.files.wordpress.com/2010/10/seventh_seal_14.jpg
    • procès (13c.)a journeyhttp://panathinaeos.files.wordpress.com/2010/10/seventh_seal_14.jpg
    • process (17c.)http://upload.wikimedia.org/wikipedia/commons/thumb/a/a4/Anatomia_xiv_secolo.jpg/897px-Anatomia_xiv_secolo.jpg
    • 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
    • process (20c.)source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
    • 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
    • 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
    • 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
    • http://24.media.tumblr.com/tumblr_m970z4Gotv1qzcgluo1_1280.jpgWhat have we built?
    • Line of Visibility
    • Service blueprintinghelps designersengage operationsto go from vision toreality.
    • 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
    • Customer ActionsTouchpointsStaff ActionsBack Stage StaffSupport ProcessesTimeLine of VisibilityBlueprint Building BlocksBorrowed from Jamin Hegeman
    • — Complete unscientific guessing of who’s doing how muchHow’s this workgetting done?System EngineersOperationsManagementBranding &MarketingCustomer Service“The Organization”Straight-up ServiceDesigners*BSRemember this?
    • Invite to Play
    • Service Storming
    • CommercialSignageCashierPackagingWebsiteCustomer
    • process (21c.)
    • process (21c.)orchestrated series of interrelatedactions that produce sustainablevalue for all stakeholders in complexecosystems of people, products,services, and technologies
    • Humanize processesto co-create value forbusinesses and thepeople with whomthey interact.
    • SomeEssentialSkills
    • SomeHelpfulTips
    • Change the MachineMap the ExperienceLine of Visibility
    • Empathizing Guidingmove in new lifeplan orchestrate movingfind it!searchI’MDOINGINEEDI’MFEELINGStorytellingLine of Visibility3 Empathy Challenges Visualize Insights Tell & Re-tellNew/Improved SkillsTips
    • Skill: EmpathizeTangible Empathy Workshop
    • Challenge 1: Read More Fiction
    • Thee Tip: Visualize InsightsChallenge 2: Practice Active Listening
    • Challenge 3: Empathic Adventure
    • Challenge 3: Empathic Adventure
    • Skill: Guiding
    • Tip: Visualize Insights
    • EmotionsDoingContextTouchpoints
    • JourneysKey Moments(intentionally blurry)
    • Skill: Storytellinghttp://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
    • TimeBuilding BlocksTroop Strength DirectionTemperature Location
    • NeedsWhat people aretrying to satisfyActionsWhat people aredoingEmotionsFeelings andperceptionsPeopleWho is involvedContextPlace andenvironmentProducts andServicesChoose a facet to drive your story
    • EmotionsFeelings andperceptions
    • EmotionsFeelings andperceptions
    • EmotionsFeelings andperceptions
    • EmotionsFeelings andperceptions
    • EmotionsFeelings andperceptions
    • move in new lifeplan orchestrate movingfind it!searchI’MDOINGINEEDI’MFEELINGEmotionsFeelings andperceptions
    • move in new lifeplan orchestrate movingfind it!searchI’MDOINGINEEDI’MFEELINGEmotionsFeelings andperceptions
    • Tip: Tell & Retell StoriesEducatedGuessInformedUnderstandingEvolvedConcept
    • ServiceStoryboardJourneyMappingServiceStormingTip: Tell & Retell Stories
    • Change the MachineMap the ExperienceLine of Visibility
    • Facilitation Translation OrchestrationLine of VisibilityTake Improv Let’s Do Coffee RoughcuttingNew/Improved SkillsTips
    • Skill: Facilitation
    • Tip: Take Improv
    • Tip: Take ImprovYes, and!
    • Skill: Translation
    • Tip: Let’s Do Coffee
    • Skill: Orchestration
    • source: http://www.cinemaisdope.com/news/films/troublewithharry/twh-1.jpg#AgainstAtomismTip: Roughcutting
    • source: http://vimeo.com/9339739
    • Change the MachineMap the Experience
    • Change the MachineMap the ExperienceMoreHuman
    • Patrick T Quattlebaum | @ptquattlebaumDanke.