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What Philips Should Do
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What Philips Should Do

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A couple of months ago I had a meeting with Philips Design about methodologies for service design. The opportunities for Philips to me are very clear so I pro-activly made a presentation about what ...

A couple of months ago I had a meeting with Philips Design about methodologies for service design. The opportunities for Philips to me are very clear so I pro-activly made a presentation about what they should do. Unfortunatly the service design awareness is not caried throughout the whole organisation and the initial contact died in beauty. So its time I share my thoughts with the world.

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What Philips Should Do What Philips Should Do Presentation Transcript

  • About me Will You Marry Me?
  • About me Beyond Service Design What Philips Should do ..
  • Excellent services are about ongoing relationships between manufacturer / service provider and customers
  • In the object oriented world this relationship is fragile or non-existant
  • In the object oriented world this relationship is fragile or non-existant
  • Now you have to follow your customer over his- or her favorite channel
  • Creating multichannel touchpoints ?
  • The business model of the connected world
  • Creating new value chains between physical products, online- and offline services and beyond…..
  • And as a Brand be able to build an ongoing relationship
  • About me So.. Will You Marry Me?
  •  
  • What is Service Design? Service Design is the activity of planning and organizing people, infrastructure, communication and material components of a service , in order to improve its quality, the interaction between service provider and customers and the customer's experience.
  • So what about Product- & Service Design blend togheter? The future of products will be about creating product and service combinations that make sense . Products are becoming cariers of services with some dominant products like phones being extremly important, the next wave of product & service combinations will be single goal connected devices with a strong service component.
  • So, what does Philips need to do?
    • Build on proven core values
      • Innovation
      • Being a product company
    • Break open the internal structure where innovations are either market driven or technology driven and embrace a total driven open innovation culture
    • In this open culture the service awareness should be part of the creation process from the beginning
  • A total driven open innovation culture according to EYE-D?
  •  
  • EYE-D Designed Innovation Industrial Design Service Design Innovatie Management