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Theatrical Politics of Service Design

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Theatrical Politics of Service Design

  1. 1. service
design being
rigorous
about to
whom
it
is
relevant 1
  2. 2. “How
can
I
help
you?” 


= What
are
the
expectations
and
limits
of
my
role
here? How
can
this
organization
help
you? I
am
having
such
a
bad
day! I
can
only
help
you
if
you
help
me
by
telling
me
clearly what
you
really
want. How
much
are
they
paying
me
to
be
nice
to
someone
as awful
as
you?! 2
  3. 3. “How
can
I
help
you?” 


= service
design
is
unavoidably
political insofar
as
it
is
in
essence
getting
people to
perform
the
role of
_being
friendly
to_
a
stranger 


= (servicing
the
needs
of) 3
  4. 4. “How
can
I
help
you?” 


= service
design
is
theatrically
political 4
  5. 5. service
engineering servqual
management service
design 5
  6. 6. service
engineering servqual
management service
design new
ways
of
consuming ROI
Margins/Market
Share Customer
Loyalty/Brand 6
  7. 7. service
engineering servqual
management service
design user‐centered
design new
ways
of
consuming research‐led
design ROI
Margins/Market
Share Customer
Loyalty/Brand 7
  8. 8. new
ways
of
living service
engineering social
design servqual
management co‐creation service
design user‐centered
design new
ways
of
consuming research‐led
design ROI
Margins/Market
Share Customer
Loyalty/Brand 8
  9. 9. new
ways
of
living service
engineering social
design servqual
management co‐creation l ca i lit po service
design ec on om ic user‐centered
design new
ways
of
consuming research‐led
design ROI
Margins/Market
Share Customer
Loyalty/Brand 9
  10. 10. Friday’s
New
York
Times 10
  11. 11. new
ways
of
living service
engineering social
design servqual
management co‐creation l ca i lit po new
ways
of
working service
design service
providers employees ec on om ic user‐centered
design new
ways
of
consuming research‐led
design ROI
Margins/Market
Share Customer
Loyalty/Brand 11
  12. 12. new
ways
of
living service
engineering social
design servqual
management co‐creation l ca i lit economic
politics po new
ways
of
working service
design service
providers employees ec on om ic user‐centered
design new
ways
of
consuming research‐led
design ROI
Margins/Market
Share Customer
Loyalty/Brand 12
  13. 13. new
ways
of
living service
engineering social
design servqual
management co‐creation new
ways
of
working ? service
design service
providers employees user‐centered
design new
ways
of
consuming research‐led
design ROI
Margins/Market
Share Customer
Loyalty/Brand 13
  14. 14. at
the
least having
(empathy
with) ? employee
service
providers as
part
of
service
designing 14
  15. 15. [
and
precisely
(or
politically) not
merely
managerial representatives
of
employees (i.e.,
the
clients
commissioning the
service
design)
] at
the
least having
(empathy
with) ? employee
service
providers as
part
of
service
designing 15
  16. 16. 16
  17. 17. 17
  18. 18. managerial serv
qual 18
  19. 19. employees? 19
  20. 20. to
what
end
(beyond
functionality)? 20
  21. 21. can
a
designer/client
quickly
learn
to perform
and
improvise
within an
unembarrassing
service
role? 





awkwardness 21
  22. 22. SCAPES TRAINING servicescapes (sets,
props,
costumes) cuing
service
provider
roles as
well
as
customer co‐production
roles 22
  23. 23. designing
training SCAPES TRAINING 










iterative (learning
from
‘in the
Vield’
service providers
in
order to
re‐teach
the design) 23
  24. 24. ? 24

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