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Service design

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'Service Design' and my journey at 'Global Service Jam 2015' Vancouver.

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Service design

  1. 1. @akshayspaceship SERVICE DESIGN 服务设计 服務設計 サービスデザイン 서비스 디자인 Thiết kế dịch vụ Serbisyo ng Disenyo Diseño del Servicio การออกแบบ บริการ ‫اﻟﺧدﻣﺔ‬ ‫ﺗﺻﻣﯾم‬
  2. 2. akshaychauhan.com DEFINITION Service Design is crafting a service ecosystem that makes everybody involved in the interaction of that service have a positive interaction. Being service designer is like being a writer, writing a beautiful storyline that is favourable to all the characters in the movie. In that movie everybody wins.
  3. 3. akshaychauhan.com Goods Dominant logic - Less connection with users - Only return when product breaks Service Dominant logic - More touchpoints with customers - Faster feedbacks - Long term relation with customers WHY - PRODUCT vs SERVICE
  4. 4. akshaychauhan.com WHY - Building better services - Solve problems - Faster iterations - Matching expectations and experience - More feedbacks
  5. 5. akshaychauhan.com PROCESS Customer Journey { - Exploration - Creation / Reflection - Implementation
  6. 6. akshaychauhan.com PROCESS Documentation { - Persona ( Data driven or Ad Hoc ) - Interviews with customers and stakeholders - Customer Journey Maps - Stakeholder Maps - Value Network Maps - Service Blueprint - Implementation Plan - Business Model
  7. 7. akshaychauhan.com PROCESS Prototype { - Storyboards - Act out - Physical models - Scenarios Prototype > Assess > Improve > Repeat
  8. 8. akshaychauhan.com GLOBAL SERVICE JAM VANCOUVER 2015 ● Service Design Hackathon ● 300+ Projects ● 95 Participating countries ● 48 Hours ● Vancouver Service Jam hosted at Emily Carr University #GSJam on Twitter and Instagram
  9. 9. akshaychauhan.com STAGE 1 BRAINSTORMING - Finding a problem - Collaboration across organisation - Working with customers - Judgement free ideation - Building on ideas - Encourage crazy ideas
  10. 10. akshaychauhan.com STAGE 2 USER RESEARCH - Interviewing people - Building / Drawing solutions - Documenting the findings
  11. 11. akshaychauhan.com STAGE 3 BUILD–RAWING - Customer Journey - Interaction Designs
  12. 12. akshaychauhan.com STAGE 4 ACTING OUT - Real scenario - Touchpoints
  13. 13. akshaychauhan.com THE MARSHMALLOW CHALLENGE at GLOBAL SERVICE JAM VANCOUVER 2015 - If you are wondering, my team won - Tallest out of five groups - I wasn’t even there.
  14. 14. akshaychauhan.com VANCOUVER SERVICE JAMMERS 2015 Check out my team project bit.ly/Mood-food-Vancouver Check out rest of Vancouver Service Jam projects bit.ly/gsjam-vancouver-2015
  15. 15. akshaychauhan.com THANK YOU 謝謝 唔該 ありがとう ‫ﺷﻜﺮ‬ 감사합니다 Salamat po ขอบคุณ Cảm ơn ông Gracias

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