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Presentation that I gave at the Design and Emotion 2008 conference in Hong Kong. May be hard to understand from the slides alone... I'll try to add speech when I can. Content was from my thesis......

Presentation that I gave at the Design and Emotion 2008 conference in Hong Kong. May be hard to understand from the slides alone... I'll try to add speech when I can. Content was from my thesis paper that I wrote for my Master of Interaction Design degree at Carnegie Mellon University. More info can be found on my website at www.thinkcarrie.com

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  • 1. from stravinsky to starbucks carrie chan, bruce hanington and shelley evenson carnegie mellon university design and emotion 2008
  • 2. think of the last time you had a bad service experience.
  • 3. services are both intangible and tangible. © Flickr Thomås Lu ~ 5th & 6th in Milan
  • 4. they rely on co-creation.
  • 5. design + services?
  • 6. services are like performances...
  • 7. similar to a ballet... © Flickr Julian-Martin
  • 8. or a choreographed event... © boston.com
  • 9. or an orchestra concert. © Flickr
  • 10. 1: services as performance
  • 11. music exists as a complete system. © Flickr
  • 12. first impressions count. © Flickr
  • 13. styles matter. © Flickr
  • 14. styles matter. © Flickr
  • 15. 2: music and service roles
  • 16. the composer
  • 17. = service designer?
  • 18. the composer
  • 19. gives shape to ideas the composer
  • 20. gives shape to ideas master of elements the composer
  • 21. the performer
  • 22. = frontline employee
  • 23. the performer
  • 24. gives movement to static ideas the performer
  • 25. gives movement to static ideas executes & interprets the performer
  • 26. the listener
  • 27. = customer
  • 28. the listener
  • 29. four stages of listening the listener
  • 30. four stages of listening hearing the listener
  • 31. four stages of listening hearing enjoying the listener
  • 32. four stages of listening hearing enjoying understanding the listener
  • 33. four stages of listening hearing enjoying understanding discriminating the listener
  • 34. 3: music and service tools
  • 35. PHYSICAL bedside hub nurse’s bedside hub hallwa EVIDENCE nurse’s station station palm pilot display displays dooside display stockroom display PATIENT request leg sees that request request acknowledgement is shown ACTIONS service blueprinting exerciser on hub has been broadcast wait on bedside hub wait line of interaction ONSTAGE CONTACT PERSON line of visibility BACKSTAGE nurse sees nurse CONTACT request on storag PERSON nurse’s station display, presses request on screen line of internal interaction SUPPORT request is request is request status PROCESS displayed in all put onto the is changed on displays on the nurse’s palm all displays to ward’s floor pilot (by elec. indicate nurse’s ID tag) acknowledgem’t
  • 36. how can we come up with a new service design language?
  • 37. can we learn from the way music creates emotion?
  • 38. what can we learn from other fields?
  • 39. services will always exist as a major part of our economy.
  • 40. it is up to us to create service experiences that exceed customer expectations.
  • 41. imagine if every service experience you had was a great one!
  • 42. thanks.
  • 43. thanks. carrie chan thinkcarrie@gmail.com / thinkcarrie.com design and emotion 2008