World trends in service design – institute of design warsaw 2011

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World trends in service design – institute of design warsaw 2011

  1. World TrendsService Design Stefan Moritz – Warsaw 2011Warsaw, 14 December 2011
  2. Six developments shaping our world1. Emerging markets 2. Clean-tech 3. Global banking increase their becomes a seeks recovery 2 global power competitive through advantage transformation4. Governments 5. Rapid technology 6. Demographic Stefan Moritz – Warsaw 2011 enhance ties with innovation creates shifts transform the private sector a smart, mobile the global world workforce
  3. 3 Stefan Moritz – Warsaw 2011 erent. ations ago lif e was very diffJ ust two gener
  4. 4“Why can’t we Stefan Moritz – Warsaw 2011 ” touch the TV?
  5. “Technology is anything that didn’t exist before you were born.” ALAN KAY Stefan Moritz – Warsaw 2011
  6. Change The world is more complex and 6 connected than ever before. Stefan Moritz – Warsaw 2011
  7. Change drivers Networks Choice Expectations 7 Stefan Moritz – Warsaw 2011 Access Alternatives Transparency
  8. Some newcomers 8Stefan Moritz – Warsaw 2011
  9. 9Stefan Moritz – Warsaw 2011
  10. Stefan Moritz – Warsaw 2011
  11. Stefan Moritz – Warsaw 2011
  12. Start-up services 11Stefan Moritz – Warsaw 2011
  13. Start-ups – as inspiration 12 Stefan Moritz – Warsaw 2011
  14. Start-ups – as tools 13Stefan Moritz – Warsaw 2011
  15. A world of opportunity.Stefan Moritz – Warsaw 2011
  16. How do successfulorganisationsembrace this? Stefan Moritz – Warsaw 2011
  17. Customer obsession “Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power, and information mastery can’t save you. In this age of the customer, the only sustainable 16 competitive advantage is knowledge of and engagement with customers. The successful companies will be customer-obsessed. Those that master the customer data flow and Stefan Moritz – Warsaw 2011 improve frontline customer staff will have the edge.” Forrester report, Competitive Strategy in the Age of the Customer
  18. Customer obsession “The successful companies 17 will be customer-obsessed.” Stefan Moritz – Warsaw 2011 Forrester report, Competitive Strategy in the Age of the Customer
  19. Starting points 18 Innovation Value creation Collaboration Stefan Moritz – Warsaw 2011
  20. Five world trends as catalyst 1. 2. 3. 19 Useful Free Social 4. 5. Stefan Moritz – Warsaw 2011 Local Personal
  21. 1. Useful 20 Simplicity Care Help Stefan Moritz – Warsaw 2011 e.g. Paypal e.g. Zappos e.g. Tesco
  22. http://www.tesco.ie/press/images/high/Tesco%20basket.JPG 1. Useful – Help TESCO 21 Stefan Moritz – Warsaw 2011
  23. 2. Free 22 Convenience Freemium Trial Lock-in Stefan Moritz – Warsaw 2011 e.g. Gmail e.g. Dropbox e.g. Monty Python
  24. 2. Free – Freemium 23Stefan Moritz – Warsaw 2011
  25. 3. Social 24 Feedback Connect Reputation Stefan Moritz – Warsaw 2011 e.g. Starbucks e.g. Patients like me e.g. Twelpforce
  26. 3. Social – Connect 25Stefan Moritz – Warsaw 2011
  27. 4. Local 26 Deliver Adapt Empower Stefan Moritz – Warsaw 2011 e.g. Fresh Vegetables e.g. Ritz-Carlton e.g. NeighborGoods
  28. http://img.timeinc.net/fortune/conferences/imeme/images/ritzcarlton_sanfrancisco.jpg Scenography workbooks 4. Local – Adapt THE RITZ-CARLTON HOTEL SAN FRANCISCO 27 Stefan Moritz – Warsaw 2011
  29. 5. Personal 28 Open up Recommend Redesign Stefan Moritz – Warsaw 2011 e.g. Insurance boutique e.g. Amazon e.g. Bank experience
  30. 5. Personal – bank experience 29 29 Stefan Moritz – Warsaw 2011
  31. Two more inspirationsSUBSCIRPTION SERVICES POP-UP SERVICES Birchbox Cornish Grill Pop- 30 $10 monthly up 3 Course beauty Sunday Roast subscription with James Knappett in Farringdon Stefan Moritz – Warsaw 2011 Lollihop Coca Cola Pop-up Monthly taste Soda Bar in box of healthy Selfridges for six snacks, curated weeks for your lifestyle
  32. “Not everything that is desirable is feasible.” 31 Thomas J. Sargent“Not everything that is Stefan Moritz – Warsaw 2011 feasible is desirable.”
  33. Thank you! 32 Stefan Moritz – Warsaw 2011 st_moritz stefan@plusMoritz.com

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