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Birgit Mager // The Evolving Role of Service Design

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Birgit Mager // The Evolving Role of Service Design

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Birgit Mager // The Evolving Role of Service Design

  1. 1. @SDNetwork www.service-design-network.org The Evolving Role of Service Design
  2. 2. „It is not the tram that makes transportation a successful experience. It is the schedule.“ Lucius Burckhardt. Design is invisible. INDEED
  3. 3. THE ECONOMIC EVOLUTION PRODUCTS SOLUTIONS OUTPUT OUTCOME TRANSACTION RELATION SUPPLIERS NETWORKS PROF. DR. ANDY NEELY, CAMBRIDGE SERVICE ALLIENCE
  4. 4. Service Design choreographs processes, technologies and interactions within complex systems in order to co-create value for relevant stakeholders. Prof. Birgit Mager, 2010
  5. 5. LUFTHANSA
  6. 6. REDUCTION OF WAITING TIME 90% 7 DAYS UNTIL DIAGNOSIS
  7. 7. Interdisciplinary teams Frame and Reframe Zoom in and Zoom out Think in processes ITS ABOUT PEOPLE: take the Deep Dive Co-create Visualize & Prototype Iterate SERVICE DESIGN
  8. 8. THE SERVICE DESIGN EVOLUTION PLAYFUL FRAMING USER FOCUS METHODS EXTERNAL SUPPORT CONCEPTS STRATEGIC FOCUS SYSTEM VIEW MINDSET INTERNAL CAPACITY IMPLEMENTATION
  9. 9. @SDNetwork www.service-design-network.org Educate Deliver SUCCEED The Evolving Role of Service DesignSERVICE DESIGN EDUCATION MORE
  10. 10. CUMULUS SERVICE DESIGN EDUCATION SDN ACADEMY EDUCATIONAL NETWORKS
  11. 11. @SDNetwork www.service-design-network.org Educate Deliver SUCCEED The Evolving Role of Service DesignSERVICE DESIGN EDUCATION MORE BETTER
  12. 12. @SDNetwork SERVICE DESIGN EDUCATION ACCREDITATION
  13. 13. @SDNetwork www.service-design-network.org Educate Deliver SUCCEED The Evolving Role of Service DesignSERVICE DESIGN EDUCATION MORE BETTER EARLIER
  14. 14. SERVICE DESIGN EDUCATION
  15. 15. @SDNetwork www.service-design-network.org Educate Deliver SUCCEED The Evolving Role of Service DesignSERVICE DESIGN EDUCATION MORE BETTER EARLIER
  16. 16. @SDNetwork www.service-design-network.org Transparency Quantity Quality EducateSERVICE DESIGN IMPLEMENTATION
  17. 17. 2014 Lena Hammes, Fjord
  18. 18. 2014 Lena Hammes, Fjord
  19. 19. Ricardo Martinez, 2016
  20. 20. Tina Weiser, 2017 SERVICE DESIGN IMPLEMENTATION
  21. 21. Tina Weiser, 2017 SERVICE DESIGN IMPLEMENTATION
  22. 22. Tina Weiser, 2017 SERVICE DESIGN IMPLEMENTATION
  23. 23. @SDNetwork www.service-design-network.org Transparency Quantity Quality EducateSERVICE DESIGN IMPLEMENTATION ITERATIVE CONTRACTING NEW METHODS & TOOLS FLEXIBLE BONDING
  24. 24. @SDNetwork www.service-design-network.org EducateSERVICE DESIGN EVOLUTION
  25. 25. Santiago Echeverri Gonzales, 2017
  26. 26. Santiago Echeverri Gonzales, 2017
  27. 27. Santiago Echeverri Gonzales, 2017
  28. 28. We welcome anyone who wants to take an active role! Actively engage! @SDNetwork www.service-design-network.org
  29. 29. @SDNetwork www.service-design-network.org

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