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Smarter Touchpoints & Contextual Services

  1. Smarter Touchpoints & Contextual Services Service Design Drinks: Service Design & the Internet of Things July 16, 2015 • Hannes Jentsch & Martin Jordan
  2. “Service Design helps to innovate or improve services to make them more useful, usable, desirable for clients and efficient as well as effective for organisations. ” DEFI NITIO N Service Design — S T E FA N M O R I T Z , Veryday
  3. Source: Amazon EXAMPLE Amazon Fresh
  4. “The Internet of Things (IoT) is the interconnection of uniquely identifiable embedded computing devices within the existing Internet infrastructure. ” DEFI NITIO N Internet of Things — W I K I P E D I A , I N T E R N E T O F T H I N G S
  5. Source: Amazon EXAMPLE Amazon Fresh Grocery delivery supported by digital touchpoints: mobile app and website
  6. Source: Amazon EXAMPLE Amazon Fresh Replacing the phone app with a connected object—Amazon Dash
  7. Source: Amazon EXAMPLE Amazon Fresh An object made to live in the kitchen, with specialised affordances: two buttons, a hook, a bar code scanner and a microphone for dictation—at the same time the service is unchanged
  8. Source: Amazon EXAMPLE Amazon Amazon App Amazon Dash Amazon Dash Button Amazon Watch App
  9. Wearables Connected cars Connected homes Connected cities Industrial internet Transportation Healthcare Oil & gas Source: Goldman Sachs Global Investment Research IoT Landscape
  10. What do customers really want, and how can I deliver that as an intuitive service, rather than a stand-alone product? QUESTION FOR IOT MAKERS
  11. How can connected devices help making services more usable for customers? And more efficient for organisations? QUESTION FOR SERVICE DESIGNERS
  12. Source: Daimler AG EXAMPLE car2go By-the-minute car sharing service supported by app and near field communication card
  13. Source: Daimler AG; Isabell Herzog & Joseph Ribbe (Key4Car, FH Potsdam) EXAMPLE car2go Replacing app and card with a connected object—a key fob
  14. Source: Daimler AG; Isabell Herzog & Joseph Ribbe (Key4Car, FH Potsdam) EXAMPLE car2go An object made to live on your key chain, able to make a car reservation without interrupting a conversation and capable of navigating you to it, as well as opening it
  15. By going beyond screens & beeps we are able to respect the capabilities of human cognition. HYPOTHESIS
  16. Single purpose devices are built for context, able to fulfill a specific task very well. HYPOTHESIS
  18. Imagine your rental bike’s handle vibrates when you have to take the turn… FOOD FO R THOUGHT
  19. Imagine your debit card changes its colour when you get close to your overdraft limit… FOOD FO R THOUGHT
  20. Imagine your digital ticket reveals itself as the train attendant comes by… FOOD FO R THOUGHT
  21. Less smartphone dependency, but objects as messengers Leverage all human capabilities RECOMMENDATIONS Think of connected devices as part of the bigger service system Design as specific as possible for contexts & touchpoints