Mapping service experiences / Service Design Drinks Berlin

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What’s a remarkable service you experienced in Berlin? Which experience made you return to a business or place? Berlin’s August Service Design Drinks invited to map outstanding service experiences in the city. These are the intermediary results — while a digital version follows soon …

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Mapping service experiences / Service Design Drinks Berlin

  1. 1. LAUNCH LABS / AUGUST 1, 2012ServiceDesignDrinksMappingServicesin Berlin
  2. 2. What’s a remarkable service you experienced inBerlin? Which experience made you return to abusiness or place? August’s Service Design Drinksinvited to map outstanding service experiencesin Berlin. These are the intermediary results —while a digital map version follows soon.
  3. 3. Every attendee of the event was asked to bringa service experience along and note it down inan elevator pitch-like form.
  4. 4. For better understanding two example services– Kochhaus and Ostrad – were discussed anddistinguished within two categories:• service as a product (the core business)• service as an add-on (yet another touchpoint)
  5. 5. SERVICE AS PRODUCTKochhaus
  6. 6. ‘Mapping Service Experiences’For a foodie & chef at home TARGET CUSTOMERwho has way too little time CUSTOMER NEED NAME Kochhaus is a Supermarket SERVICE MARKET CATEGORYin Eberswalder Str. & Hauptstraße LOCATION (STREET)that offers pre-compiled recipes ONE KEY . BENEFITUnlike Kaisers, Perfetto or Proviant COMPE- TITION UNIQUEthe service offers all ingredients DIFFEREN- TIATORin 1 single shop w/o need running thru the city . What type of service is it?× SERVICE AS PRODUCT SERVICE AS ADD-ON
  7. 7. SERVICE AS ADD-ONOstrad
  8. 8. ‘Mapping Service Experiences’For urban shoppers TARGET CUSTOMERwho ride the city by bike CUSTOMER NEED SERVICE NAME Ostrad is a bike store MARKET CATEGORYin Prenzlauer Berg & around Winsstr. LOCATION (STREET)that has bike racks all over the kiez . ONE KEY BENEFITUnlike other bike stores COMPE- TITION UNIQUEthe service of Ostrad assists me DIFFEREN- TIATORbeyond their own store & at other stores . What type of service is it? SERVICE AS PRODUCT × SERVICE AS ADD-ON
  9. 9. These are the collaboratively collectedservice experiences …
  10. 10. Thanks for sharing underCreative Commons Attribution 3.0Unported License. servicedesignberlin.de @SD_Berlin fb.com/servicedesignberlin

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