SDNC13 -Day2- Small steps, big impact by Geke van Dijk & Maria de Vos

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Small steps, big impact by Geke van Dijk & Maria de Vos - STBY

Service Design projects do not tend to magically transform the service offering and way of working of client organisations in one big push. It often involves a long trajectory of ‘small steps’, to in the end contribute to a ‘big leap’ or substantial transformation. In the project presented, and across projects, we have learned that one of the biggest values service design agencies can offer is to be committed to challenging long term transformation projects, and to support clients during their journeys of gradual change. For this we need to be as empathic with the organisation of the service provider as we are with the end users of the services.

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SDNC13 -Day2- Small steps, big impact by Geke van Dijk & Maria de Vos

  1. 1. Small steps, big impact Geke van Dijk, Strategy Director Marie de Vos, Design Researcher ..STBY... Design Research for Service Innovation
  2. 2. Better services for train travellers ..STBY...
  3. 3. ..STBY...
  4. 4. What moves people on the platform? ..STBY...
  5. 5. What are their key preferences & motivations? innoveren in dienstverlening ..STBY... service design in de praktijk
  6. 6. What are the biggest issues & opportunities for improvement? innoveren in dienstverlening ..STBY... service design in de praktijk
  7. 7. Observations on platform... innoveren in dienstverlening ..STBY... service design in de praktijk
  8. 8. Interviews with travellers... ..STBY...
  9. 9. Diary notes by travellers ..STBY...
  10. 10. Posters to communicate behavioural patterns
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*+%',&-$%*"=1,&*+%'$#&'$&%$(:(3$%)& "8$%,$%&-++%&+/%+$70$%(=1,$#4& F=1,$%@&'$&/$$),$&%$(:(3$%)&-(#'$#& '$&+/%+$70$%(=1,$#&#($,&3+$'& -$%),""#0""%&*""%'++%&1<#& (#.+%/",($0$1+$.,$&#($,&".#$$/,4 6CJK@D&21-$4"(4))*4,=&,)% B)&"./#4*")#40,)54/)B48)&$#''*4)*4 5)*(45'#4/)#4&)-)8'*#4/'54(D**)*4 6"7*48&''04"(4/)#4)8)*4''*4))*4 =)5)%'$$'0")&: E/'",&'$&+/%+$70$%(=1,$#& /$$),"8&#($,&*+%'$#&-$%),""#@& -%"3$#&)+//(3$&%$(:(3$%)&1$,&""#& /$'$7"))"3($%)4 6FKED&2],=$48&''04"(4<)-4<'#4 ''*4=)5)%'$$'0")&$: Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel Synthesis of insights on recurring customer journeys Nijmegen ,-!.- !!"#$%$#&!'()!*#!%$#+)#)! ,-!./!!0((1%$+23%4!5##$6#)!!!,-(!!!!!!7#)!89123 -"&(!"_1"$%"&!"'7 ,-!./!!:;1%#$*(;!<#)%$((6!!=!!!!!!!!>23+?396 ,-!.@!!A#+*#)!<#)%$((6!!!!!!!!!,@B!!!!!!C9D*( 1.#")$ !"#$%&'()* k ,-!E,!!F+)*39'#)!!!!!!!!!!!!!!!!!!E!!!!!!!!!7#)!89123 ,-!E/!G+H;#I#)!!!!!!!!!!!!!!!!!!!!!J!!!!!!!!! ,-!E@!C$9)+)I#)!!!!!!!!!!!!!!!!!P!!!!A##DQ($*#) ,,!./!!>23+?396!!!!!!!!!!!!!!!!!!!!!.!!!! +,)-"./#"*0 ,,!-@!<(1%$+2D;4!R(()*(;!,,!:;1%#$*(; >EFAGCD&21-$4="7*4&)"$4*")#40''#4 6,'-$48)&<'./#45'*40'4"(4,%46,)(4 *''&4"*9,&='#")>4;(4%&,B))&4)&4 5'*4))&$#46)-94'./#)&4#)4(,=)*: Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel ,,!./!!:;1%#$*(;!<#)%$((6!!!=!!!!!!!!:$#)( ,,!./!!K9%%#$*(;!<#)%$((6!!!,(!!!!!!7#)!5((I Nijmegen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j 2!+4"$&++$&""$& #)$-1#%"1!^&$7& /"!7)$"">& Onderzoeksrapportage 'Wat beweegt reizigers op het perron?' door STBY. Onderdeel van het project 'Innovation In Services - Service Design in de praktijk' i.s.m. Prorail, Edenspiekermann, H2O, Hogeschool Utrecht en TU Delft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
  12. 12. !AANDACHTSPUNTEN en !KANSEN $%.$&/'"% VOOR VERBETERING $1D;9A@246#;=69#>6# =698;M341K#4B#76M5U# A@@9#367#84IH@@5L# DM1:24;1676# 964B41D;9A@246# 4B#C62#A66B2#867@1K94I5L !"#$%&$!"%'"("#)"$* R R R 012345567#862696# :;1:6<261#=;;9# >?1@A4B:C6 964B41D;9A@246# J66D#>6#964H4K69# 41D;9A@246#;=69# 3@@9#>6#29641# 5;A2#26#B2@@1L R E6986269#>6# 41>4:@246#=@1#>6# FG1#H4I>6#=@1# <699;1B R J66D# ;=69B2@<<61>6# 964H4K69B#>496:2# 41D;9A@246#;<#C62# <699;1L =#,6/-6"#-"$1*))"$ 1 <6&-"#$6.$9")$ Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel ."&&6#>$8"#$86")$2"$ Nijmegen 1 Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel 1 Nijmegen Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel Nijmegen Vertrek 11 05 Intercity 1 Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel Nijmegen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w ?."7*%*"5"$*#%6&80)*"$ 86")$16&-"#$ 00#3"<6-"#>$10)$*+$ "&$3"<"(&)@$A0##""&$ 9")$*+$6.3"/6+)@$"#$ 10)$2*4#$-"$ 0/)"&#0)*","#@$ &;AAM14:669#1462# @77661#=6929@K41K# NC62#<9;8766AQA@@9# ;;5#A;K674I56 @72691@246=61#N>6# ;<7;BB41K61QL R I"$<6&-"#$</*4,"#$ 1 Nijmegen ,005$079)"&$"#$ 16&-"#$#*")$8""&$ ,"&)&6(1-:$ !"#$%&"'("#)"$&"*+$,*#-)$ ./00)+$10##""&$""#$&"*2*3"&$ -03"/*45+$6%$""#$.00&$5""&$ ."&$1""5$""#2"/%-"$)&04"7)$ 0%/"3)$"#$""#$00#2*"#/*45"$ "&,0&*#3$8")$9")$)&04"7)$ 9""%): B#%6&80)*"$-*"$,66&0%$6.$ -"$&"*+*#%6&80)*"$1"<+*)"+$ k J//"$&"*2*3"&+$1*//"#$26$ +#"/$863"/*45$9")$ ."&&6#K+)0)*6#$,"&/0)"#$ 10##""&$2"$6.$9(#$ <"+)"88*#3$2*4#$ 16&-)$3"7688(#*7""&-$ !"#+)",-"%'"#)"$* Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel 333L 00#3"568"#$ 16&-)D$-66&-0)$-"$&"*+$ ,66&<"&"*-D$665$#*")$ J656#=@1#!4I5#N*'RWQ# C3"5"Y+)<_:"($6%$VZ$U`VU$a`aWF ,-!./!!0((1%$+23%4!5##$6#)!!!,-(!!!!!!7#)!89123 ,-!./!!:;1%#$*(;!<#)%$((6!!=!!!!!!!!>23+?396 ,-!.@!!A#+*#)!<#)%$((6!!!!!!!!!,@B!!!!!!C9D*( ,-!E,!!F+)*39'#)!!!!!!!!!!!!!!!!!!E!!!!!!!!!7#)!89123 ,-!E/!G+H;#I#)!!!!!!!!!!!!!!!!!!!!!J!!!!!!!!! ,-!E.!!K9%%#$*(;!!!!!!!!!!!!!!!!!!,=!!!!!!!!7#)!5((I ,,!-/!!0((1%$+23%4!5##$6#)!!!,-(!!!!!!7#)!89123 ,,!./!!>23+?396!!!!!!!!!!!!!!!!!!!!!.!!!! ,,!./!!:;1%#$*(;!<#)%$((6!!!=!!!!!!!!:$#)( ,,!./!!K9%%#$*(;!<#)%$((6!!!,(!!!!!!7#)!5((I ,,!./!!0((1%$+23%4!5##$6#)!!!,-!!!!!!7#)!89123 R L*4$-"$%&"'("#)"$&"*+$ ;66&$""#$%&"'("#)"$ 966&)$""#$,0+)"$ &"*+$86")$9")$."&&6#$ /66.&6()":$J//""#$-"$ /*"%+)$26$%(#7)*6#""/$ <6&-"#$-*"$6.$-"2"$ 863"/*45$*#3"&*79)$ )(##"/+K$0/)"&#0)*","$ /66.&6()"$+)00#$ 2*4# &6()"+:$ ,-!.- !!"#$%$#&!'()!*#!%$#+)#)! C#*"/+:,0#90/Y.&6&0*/:#/$6%$VZ$[VU$]ZZ^F$ ,-!./!!:;1%#$*(;!<#)%$((6!!=!!!!!!!!>23+?396 ,-!.@!!A#+*#)!<#)%$((6!!!!!!!!!,@B!!!!!!C9D*( ,-!E,!!F+)*39'#)!!!!!!!!!!!!!!!!!!E!!!!!!!!!7#)!89123 ,-!E/!G+H;#I#)!!!!!!!!!!!!!!!!!!!!!J!!!!!!!!! ,-!E.!!K9%%#$*(;!!!!!!!!!!!!!!!!!!,=!!!!!!!!7#)!5((I ,,!-/!!0((1%$+23%4!5##$6#)!!!,-(!!!!!!7#)!89123 ,,!./!!>23+?396!!!!!!!!!!!!!!!!!!!!!.!!!! ,,!./!!:;1%#$*(;!<#)%$((6!!!=!!!!!!!!:$#)( ,,!./!!K9%%#$*(;!<#)%$((6!!!,(!!!!!!7#)!5((I ,,!./!!0((1%$+23%4!5##$6#)!!!,-!!!!!!7#)!89123 Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel Nijmegen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ointing out issues j & opportunities 1 #*")$16&-)$ )64H4K69B#546H61#H67D# 36756#=;9A#=@1# 41D;9A@246#H6# K689M4561L# R46>2#C62#=4@# =69B:C47761>6# 5@1@761# @@1L 16&-"#$3"79"75): J7)("/"$&"*+*#%6&80)*"$ 86")$#*")$0//""#$ <"+79*5<00&$2*4#$*#$-"$ 90/$800&$665$*#$ T@@5#>6# 41D;9A@246=;;9H46141K 41#>6#2M1167B#86269L 1 Vertrek 11 05 Intercity Alkmaar, Castricum, Zaandam A’dam Sloterdijk, Centr. , Amstel Nijmegen R &6129@76#<;B4246#=@1# ;8I6:261G#A6M847@49# ;<#C62#<699;1#3;9>2# @7B#C41>6974I5#69=@961 j R R46>#661#862696# ;94612@246#;<#>6# <;B4246# =@1#>4=69B6# B24IK<M1261# N3@@9P#S@2P#/;6# =69PQ Het project 'Innovation In Services - Service Design in de praktijk' is deels gefinancierd door het Pieken in de Delta-programma van het Ministerie van Economische Zaken, Landbouw en Innovatie, de Gemeente Utrecht en de provintie Utrecht. ;66&$+688*3"$ &"*2*3"&+$*+$9")$ <"/0#3&*45$-0)$"&$ 8"#+"#$2*4#$68$ *#%6&80)*"$00#$)"$ ,&03"# G6<*"/$*#)"&#")$16&-)$ 3"<&(*5)D$800&$#*")$ <*4$)*4-+#66-$68-0)$ 9")$/0-"#$,0#$ .03*#0H+$/0#3$50#$ -(&"#: R .;9K#>@2#C62# <69B;1667 H4:C28@@9#;<#C62 <699;1#@@136H4K#4BL 012345567#A@146961# ;A#B167#A;84676# 41D;9A@246#26# 76=6961# ;=69#@:2M676# 41D;9A@246 N8=O#S4D4PQ R ..STBY...
  13. 13. Stakeholder workshops to discuss & prioritise ..STBY...
  14. 14. Focus on process of getting in & out of train ..STBY...
  15. 15. Video Documentaries: Show & Tell ..STBY...
  16. 16. Filmpje
  17. 17. Co-creation workshop with travellers, designers and clients ..STBY...
  18. 18. Concepts developed by Edenspiekermann ..STBY...
  19. 19. ..STBY...
  20. 20. Stakeholder workshops to discuss & prioritise innoveren in dienstverlening service design in de praktijk
  21. 21. Feedback on concepts from expert perspective ..STBY...
  22. 22. Real time information on position of train, composition and seats 22 ..STBY...
  23. 23. Online panel & interviews on actual use experiences 23 ..STBY...
  24. 24. App with real time info on composition of train and seats 24 ..STBY...
  25. 25. Online panel & interviews on actual use experiences 25 ..STBY...
  26. 26. Win-Win Outcome for service providers and travellers 26 ..STBY...
  27. 27. Key points on transformation ..STBY...
  28. 28. ..STBY...
  29. 29. Stories from travellers as shared reference point ..STBY...
  30. 30. Empathic to perspective of train travellers ..STBY...
  31. 31. ..STBY...
  32. 32. Iterative design process with stakeholders ..STBY...
  33. 33. Creatively connecting both ends of the service spectrum ..STBY...
  34. 34. Multi-disciplinary teamwork innoveren in dienstverlening service design in de praktijk
  35. 35. ..STBY...
  36. 36. Win-Win Outcome for service providers and travellers 36 ..STBY...
  37. 37. Rotterdam Design Prize (www.designprijs.nl) 37 ..STBY...
  38. 38. Book with case studies geke@stby.eu marie@stby.eu 38 ..STBY...
  39. 39. Thank you & happy to dicuss! Geke van Dijk | geke@stby.eu | @hellogeke Marie de Vos | marie@stby.eu | @marielerenard ..STBY... Design Research for Service Innovation

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