Service Design Thinking - Designing services that people fall in love with
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Slides from my service design talk & one day workshop @ Clarice Technologies, Pune, India. - Why Service Design ? Todays Customers Trends ? - Service Design Benefits ? - Basic Process, Tools & Methods - One day Workshop
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Service Design Thinking - Designing services that people fall in love with
- 1. Service Design Thinking Designing services that people fall in love with Icons by : Whitespring Service Design // www.whitespring.de
- 2. Age of the customer Empowered buyers demand new level of customer obsession www.flickr.com/photos/8058853@N06/6045258692
- 3. Products are becoming services www.flickr.com/photos/juehuayin/3251667785/
- 4. Product market is satisfied 20 different available products are fulfilling same purpose Basic Function & Quality is taken for granted
- 5. Service relationship can’t be copied
- 6. Good product design is not the only ingredient to success www.flickr.com/photos/lexnger/10171653336/
- 7. Traditional organisation silos are breaking
- 8. Emotions are becoming a decisive factor www.flickr.com/photos/bigfatgreycat/10313692763/
- 9. Emotions bigger impact on loyalty
- 11. Employee engagement as priority www.flickr.com/photos/ronsombilongallery/5828172072
- 12. Services aren’t made on an assembly line www.flickr.com/photos/pasukaru76/6893926948
- 13. Holistic service experience is new standards http://www.kaaathryn.com/wp-content/uploads/2014/03/emirates.png
- 15. What is Service Design ?
- 16. Service Design is a holistic approach that considers the end-to-end service experience across all channels and touch points from a customer and organisation perspective. What is Service Design ?
- 21. Discover Identify Problems Opportunities Needs Define the solution Space Build a rich knowledge resource with inspiration & Insights
- 27. Define Analysed output of discovery phase Synthesise the findings in to reduce number of opportunities Define a clear brief for sign-off by stakeholders
- 28. Business Model - The Empathy Map Designed for: Designed by: Customer Perspective: What does she THINK and FEEL?what really counts major preoccupations worries & aspirations What does she SEE?environment friends what the markets offers What does she HEAR?what friends say what boss says what influences say What does she SAY and DO ?attitude in public appearance behavior towards others GAIN “wants”/needs, measures of success, obstacles PAIN fears, frustrations, obstacles Date: Interation: Adapted from XPLANE. XPlane.com www.XPLANE.com
- 29. Develop Develop initial brief in to product or service for implementation Design service component in detail & as part of holistic experience Iteratively test concept with end users
- 33. Deliver Taking Product / Service to launch Ensure customer feedback mechanism are in place Share lessons from development
- 34. Welcome Service Design Intro Stakeholder Mapping LUNCH Value Network Mapping Personas Customer Journey Mapping 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 Welcome Business Model Canvas LUNCH Service Blueprint Customer Journey Mapping Basics Intermediate Intros Service Design LUNCH Acting as Prototype Business Model Canvas Advance Customer Journey Service Blueprint Schedule One-Day Workshop
- 35. References & Credits Ramakant Gawande Experience and Service Design Specialist Pune, India ramakantg@gmail.com http:// in.linkedin.com/in/ramakantg/en This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection