SlideShare a Scribd company logo
1 of 22
Download to read offline
DT
designthinkers
DT
     SERVICE =
     “any activity or benefit that one party
     can give to another, that is essentially
     intangible and does not result in the
     ownership of anything”
                               (Philip Kotler)




                                        designthinkers
DT
     SERVICE =
     an intangible product we experience
     in time through multiple touch-points
     and channels




                                    designthinkers
DT
     SERVICE DESIGN =
     designing and arranging the
     interaction between service provider
     and end-user with the use of creative
     processes and methods




                                     designthinkers
DT
     OUR GOAL
     designing innovative systems so our
     clients can deliver the best possible
     services




                                      designthinkers
DT
     1 DISCOVERING

     2 CONCEPTING

     3 DESIGNING

     4 BUILDING

     5 IMPLEMENTING


                      designthinkers
DT
     1 DISCOVERING / business
     a research into:
     > organisations characteristics and goals
     > vision, mission, culture
     > existing services (blueprint/ systems)
     > KPI’s, emotional KPI’s




                                                 designthinkers
DT
     1 DISCOVERING / business
     a research into:
     > context (stakeholders)
     > benchmarking




                                designthinkers
DT
     1 DISCOVERING / business
     DELIVERABLE
     > context map
     > examples from the market




                                  designthinkers
DT
     1 DISCOVERING / experience
     a research into:
     > customer journey
     > experiences from end-users and front office
        personal
     > social space (ethnographic fieldwork)




                                              designthinkers
DT
     1 DISCOVERING / experience
     DELIVERABLE
     > mapping customer journey and all
       touch-points
     > analyses and recommendations




                                          designthinkers
DT
     2 CONCEPTING
     > developing ideas together with end-users and
       client (interviews, brainstorms, workshops)
     > prototyping
     > moodboard




                                            designthinkers
DT
     2 CONCEPTING
     DELIVERABLE
     > tested service concept
     > visual concept




                                designthinkers
DT
     3 DESIGNING
     > touchpoints (website, locations etc.)
     > service system
DT
     3 DESIGNING
     DELIVERABLE
     > service blueprint (a detailed service system)
     > look-and-feel
DT
     4 BUILDING
     > building all touchpoints (platform, physical
       locations, media, training people)
     > organising




                                                designthinkers
DT
     4 BUILDING
     > developing marketing/ communication
       strategy




                                             designthinkers
DT
     4 BUILDING
     DELIVERABLE
     > processes/organisation tested and ready for
       implementation
     > marketing/ communication strategy




                                             designthinkers
DT
     5 IMPLEMENTING
     > opening the shop
     > inviting everyone in




                              designthinkers
DT
     5 IMPLEMENTING
     DELIVERABLE
     > happy customers
     > highly competitive service organisation




                                                 designthinkers
DT
                                           <
                                     G
                                IN                IM
                             ER                     PL
                        OV                            EM
                       C
                     IS




                 D




                                                       EN
                                                           TI
                                                             NG
     <

                                                      <
             G
       EPTIN




                                                             BUIL
     C




                                                                  DIN
           N




                                                  <
         CO




                                                                     G
         <
                                DES
                                         IGNING




                                                                         designthinkers
DT
designthinkers

More Related Content

What's hot

This is Service Design in 25 useful tools
This is Service Design in 25 useful toolsThis is Service Design in 25 useful tools
This is Service Design in 25 useful toolsTijs Wilbrink
 
5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design Journey5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
 
Design Led Thinking WOrkshop
Design Led Thinking WOrkshopDesign Led Thinking WOrkshop
Design Led Thinking WOrkshopClaire Nelson
 
UX design, service design and design thinking
UX design, service design and design thinkingUX design, service design and design thinking
UX design, service design and design thinkingSylvain Cottong
 
UX Experience Design: Processes and Strategy
UX Experience Design: Processes and StrategyUX Experience Design: Processes and Strategy
UX Experience Design: Processes and StrategyCHI UX Indonesia
 
Evolution of Design & Service Design
Evolution of Design & Service DesignEvolution of Design & Service Design
Evolution of Design & Service DesignChallis Hodge
 
Basics in User Experience Design, Information Architecture & Usability
Basics in User Experience Design, Information Architecture & UsabilityBasics in User Experience Design, Information Architecture & Usability
Basics in User Experience Design, Information Architecture & UsabilitySebastian Waters
 
UI and UX Design for Startups - Matin Maleki
UI and UX Design for Startups - Matin MalekiUI and UX Design for Startups - Matin Maleki
UI and UX Design for Startups - Matin MalekiMatin Maleki
 
What is service design?
What is service design?What is service design?
What is service design?Dhyana Scarano
 
Design Thinking : Empathising
Design Thinking : Empathising Design Thinking : Empathising
Design Thinking : Empathising Sankarshan D
 
UX Lesson 1: User Centered Design
UX Lesson 1: User Centered DesignUX Lesson 1: User Centered Design
UX Lesson 1: User Centered DesignJoan Lumanauw
 
Customer experience 2.0
Customer experience 2.0Customer experience 2.0
Customer experience 2.0Jane Vita
 
UX RULES: 10 ESSENTIAL PRINCIPLES
UX RULES: 10 ESSENTIAL PRINCIPLESUX RULES: 10 ESSENTIAL PRINCIPLES
UX RULES: 10 ESSENTIAL PRINCIPLESJeremy Robinson
 

What's hot (20)

This is Service Design in 25 useful tools
This is Service Design in 25 useful toolsThis is Service Design in 25 useful tools
This is Service Design in 25 useful tools
 
5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design Journey5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design Journey
 
Design Led Thinking WOrkshop
Design Led Thinking WOrkshopDesign Led Thinking WOrkshop
Design Led Thinking WOrkshop
 
UX design, service design and design thinking
UX design, service design and design thinkingUX design, service design and design thinking
UX design, service design and design thinking
 
UX Experience Design: Processes and Strategy
UX Experience Design: Processes and StrategyUX Experience Design: Processes and Strategy
UX Experience Design: Processes and Strategy
 
Evolution of Design & Service Design
Evolution of Design & Service DesignEvolution of Design & Service Design
Evolution of Design & Service Design
 
UX is not UI!
UX is not UI!UX is not UI!
UX is not UI!
 
UX Design Process
UX Design ProcessUX Design Process
UX Design Process
 
Basics in User Experience Design, Information Architecture & Usability
Basics in User Experience Design, Information Architecture & UsabilityBasics in User Experience Design, Information Architecture & Usability
Basics in User Experience Design, Information Architecture & Usability
 
UI and UX Design for Startups - Matin Maleki
UI and UX Design for Startups - Matin MalekiUI and UX Design for Startups - Matin Maleki
UI and UX Design for Startups - Matin Maleki
 
UX Best Practices
UX Best PracticesUX Best Practices
UX Best Practices
 
Design Thinking
Design ThinkingDesign Thinking
Design Thinking
 
Service Design
Service Design Service Design
Service Design
 
What is service design?
What is service design?What is service design?
What is service design?
 
Design Thinking : Empathising
Design Thinking : Empathising Design Thinking : Empathising
Design Thinking : Empathising
 
UX Lesson 1: User Centered Design
UX Lesson 1: User Centered DesignUX Lesson 1: User Centered Design
UX Lesson 1: User Centered Design
 
Customer experience 2.0
Customer experience 2.0Customer experience 2.0
Customer experience 2.0
 
Service design
Service designService design
Service design
 
服務設計(Service design)顧客洞察
服務設計(Service design)顧客洞察服務設計(Service design)顧客洞察
服務設計(Service design)顧客洞察
 
UX RULES: 10 ESSENTIAL PRINCIPLES
UX RULES: 10 ESSENTIAL PRINCIPLESUX RULES: 10 ESSENTIAL PRINCIPLES
UX RULES: 10 ESSENTIAL PRINCIPLES
 

Viewers also liked

Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...
Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...
Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...visualdesignthinking
 
service experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritzservice experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritzStefan Moritz
 
What is Service Design?
What is Service Design?What is Service Design?
What is Service Design?Daniel Harris
 
Growing existing business with Customer Experience for Telcos
Growing existing business with Customer Experience for TelcosGrowing existing business with Customer Experience for Telcos
Growing existing business with Customer Experience for TelcosStefan Moritz
 
서비스디자인 개요 및 사례
서비스디자인 개요 및 사례서비스디자인 개요 및 사례
서비스디자인 개요 및 사례teaminterface
 
Service Design Thinking
Service Design ThinkingService Design Thinking
Service Design ThinkingMarc Stickdorn
 
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design conceptsfrancesca // urijoe
 
Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16
Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16 Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16
Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16 Stefan Moritz
 
Master Class service design / design thinking
Master Class service design / design thinkingMaster Class service design / design thinking
Master Class service design / design thinkingErik Roscam Abbing
 
Stefan Moritz material sample
Stefan Moritz material sampleStefan Moritz material sample
Stefan Moritz material sampleStefan Moritz
 
2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서
2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서
2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서한국디자인진흥원 공공서비스디자인PD
 
3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]
3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]
3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]HubSpot
 
HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]
HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]
HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]HubSpot
 
BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]
BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]
BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]HubSpot
 
HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]
HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]
HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]HubSpot
 
Content Out is the UX Strategy
Content Out is the UX StrategyContent Out is the UX Strategy
Content Out is the UX StrategyMike Donahue
 
EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]
EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]
EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]HubSpot
 
PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...
PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...
PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...HubSpot
 

Viewers also liked (20)

Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...
Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...
Bulgaria Web Summit 2014 - #VDT - Visual Design Thinking - a review for the p...
 
service experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritzservice experience summit shanghai 2014 stefan moritz
service experience summit shanghai 2014 stefan moritz
 
What is Service Design?
What is Service Design?What is Service Design?
What is Service Design?
 
Growing existing business with Customer Experience for Telcos
Growing existing business with Customer Experience for TelcosGrowing existing business with Customer Experience for Telcos
Growing existing business with Customer Experience for Telcos
 
서비스디자인 개요 및 사례
서비스디자인 개요 및 사례서비스디자인 개요 및 사례
서비스디자인 개요 및 사례
 
Service Design Thinking
Service Design ThinkingService Design Thinking
Service Design Thinking
 
2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts2008 | Visualization Tool - How communicate the service design concepts
2008 | Visualization Tool - How communicate the service design concepts
 
Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16
Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16 Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16
Storytelling ›› Storydoing – Stefan Moritz NexterdayNorth16
 
Master Class service design / design thinking
Master Class service design / design thinkingMaster Class service design / design thinking
Master Class service design / design thinking
 
Service Design
Service DesignService Design
Service Design
 
Stefan Moritz material sample
Stefan Moritz material sampleStefan Moritz material sample
Stefan Moritz material sample
 
2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서
2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서
2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서
 
국민디자인단 운영툴킷 통합본 (ppt)
국민디자인단 운영툴킷 통합본 (ppt)국민디자인단 운영툴킷 통합본 (ppt)
국민디자인단 운영툴킷 통합본 (ppt)
 
3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]
3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]
3 STEPS FOR EXECUTING A FIRST CLASS SOCIAL MEDIA STRATEGY [INBOUND 2014]
 
HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]
HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]
HOW TO MASTER YOUR MARKETING AUTOMATION WITH WORKFLOWS [INBOUND 2014]
 
BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]
BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]
BECOME THE INDUSTRY LEADING MARKETING TEAM IN 12 MONTHS OR LESS [INBOUND 2014]
 
HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]
HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]
HOW TO USE THE HUBSPOT COS BLOG TO CREATE QUALITY CONTENT [INBOUND 2014]
 
Content Out is the UX Strategy
Content Out is the UX StrategyContent Out is the UX Strategy
Content Out is the UX Strategy
 
EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]
EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]
EVERYTHING YOU NEED TO KNOW FOR YOUR NEXT WEBSITE REDESIGN [INBOUND 2014]
 
PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...
PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...
PERSONALIZING YOUR MARKETING WITH SMART CONTENT, PERSONAS, AND HUBSPOT [INBOU...
 

Similar to DesignThinkers Service Design Method

Designthinkerssdmethod 090410114333-phpapp01
Designthinkerssdmethod 090410114333-phpapp01Designthinkerssdmethod 090410114333-phpapp01
Designthinkerssdmethod 090410114333-phpapp01Khellil Khellil
 
UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"
UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"
UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"UX STRAT
 
Lokusdesign\'s Introduction
Lokusdesign\'s IntroductionLokusdesign\'s Introduction
Lokusdesign\'s IntroductionNehaparagjoshi
 
Tsg Brochure Samples Lo Res
Tsg Brochure Samples Lo ResTsg Brochure Samples Lo Res
Tsg Brochure Samples Lo ResMyTSG_Geoff
 
Designing for Real-Time Marketing - SXSW 2013
Designing for Real-Time Marketing - SXSW 2013Designing for Real-Time Marketing - SXSW 2013
Designing for Real-Time Marketing - SXSW 2013Golin
 
Digitat transformation happen
Digitat transformation happenDigitat transformation happen
Digitat transformation happenFilippo Scorza
 
Core Creative Profile
Core Creative ProfileCore Creative Profile
Core Creative Profilesulakshanap
 
Presentation slides - meetup Krakow | March 7th, 2019
Presentation slides - meetup Krakow | March 7th, 2019Presentation slides - meetup Krakow | March 7th, 2019
Presentation slides - meetup Krakow | March 7th, 2019Ina Hölzel
 
Creative Geek Branding deck
Creative Geek Branding deckCreative Geek Branding deck
Creative Geek Branding deckTamanna41
 
Technology Strategy: What is it and why do we need it? DDDEU Jan 2019
Technology Strategy: What is it and why do we need it? DDDEU Jan 2019Technology Strategy: What is it and why do we need it? DDDEU Jan 2019
Technology Strategy: What is it and why do we need it? DDDEU Jan 2019Scott Millett
 
20190124 design_sprint_meetup_vienna
20190124 design_sprint_meetup_vienna20190124 design_sprint_meetup_vienna
20190124 design_sprint_meetup_viennaOliver Perner
 
TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck Vincent Edward
 
TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck Vincent Edward
 
Dimensional Design Corporate Deck
Dimensional Design Corporate DeckDimensional Design Corporate Deck
Dimensional Design Corporate DeckDimensional Design
 
Client Profile Sept 2010
Client Profile Sept 2010Client Profile Sept 2010
Client Profile Sept 2010stacey047
 

Similar to DesignThinkers Service Design Method (20)

Designthinkerssdmethod 090410114333-phpapp01
Designthinkerssdmethod 090410114333-phpapp01Designthinkerssdmethod 090410114333-phpapp01
Designthinkerssdmethod 090410114333-phpapp01
 
UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"
UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"
UX STRAT USA, Ben Judy, "Mission-Based Experience Design Strategy"
 
Lokusdesign\'s Introduction
Lokusdesign\'s IntroductionLokusdesign\'s Introduction
Lokusdesign\'s Introduction
 
tSG Brochure Samples Lo-Res
tSG Brochure Samples Lo-RestSG Brochure Samples Lo-Res
tSG Brochure Samples Lo-Res
 
Tsg Brochure Samples Lo Res
Tsg Brochure Samples Lo ResTsg Brochure Samples Lo Res
Tsg Brochure Samples Lo Res
 
Designing for Real-Time Marketing - SXSW 2013
Designing for Real-Time Marketing - SXSW 2013Designing for Real-Time Marketing - SXSW 2013
Designing for Real-Time Marketing - SXSW 2013
 
Digitat transformation happen
Digitat transformation happenDigitat transformation happen
Digitat transformation happen
 
Core Creative Profile
Core Creative ProfileCore Creative Profile
Core Creative Profile
 
Studioworks overview
Studioworks overviewStudioworks overview
Studioworks overview
 
Presentation slides - meetup Krakow | March 7th, 2019
Presentation slides - meetup Krakow | March 7th, 2019Presentation slides - meetup Krakow | March 7th, 2019
Presentation slides - meetup Krakow | March 7th, 2019
 
Creative Geek Branding deck
Creative Geek Branding deckCreative Geek Branding deck
Creative Geek Branding deck
 
Technology Strategy: What is it and why do we need it? DDDEU Jan 2019
Technology Strategy: What is it and why do we need it? DDDEU Jan 2019Technology Strategy: What is it and why do we need it? DDDEU Jan 2019
Technology Strategy: What is it and why do we need it? DDDEU Jan 2019
 
20190124 design_sprint_meetup_vienna
20190124 design_sprint_meetup_vienna20190124 design_sprint_meetup_vienna
20190124 design_sprint_meetup_vienna
 
TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck
 
TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck TCG & Partners Event Slide Deck
TCG & Partners Event Slide Deck
 
Dimensional Design Corporate Deck
Dimensional Design Corporate DeckDimensional Design Corporate Deck
Dimensional Design Corporate Deck
 
Agile Ucd
Agile UcdAgile Ucd
Agile Ucd
 
What We Do @ Exalt
What We Do @ ExaltWhat We Do @ Exalt
What We Do @ Exalt
 
Digital Design
Digital DesignDigital Design
Digital Design
 
Client Profile Sept 2010
Client Profile Sept 2010Client Profile Sept 2010
Client Profile Sept 2010
 

More from Arne van Oosterom

Design Thinking 101 - Prototyping
Design Thinking 101 - Prototyping Design Thinking 101 - Prototyping
Design Thinking 101 - Prototyping Arne van Oosterom
 
Leading towards an unknown future
Leading towards an unknown future Leading towards an unknown future
Leading towards an unknown future Arne van Oosterom
 
Design Thinking 101 - Stakeholder Mapping
Design Thinking 101 - Stakeholder MappingDesign Thinking 101 - Stakeholder Mapping
Design Thinking 101 - Stakeholder MappingArne van Oosterom
 
The Future of Designers (VIdeo on YouTube)
The Future of Designers (VIdeo on YouTube)The Future of Designers (VIdeo on YouTube)
The Future of Designers (VIdeo on YouTube)Arne van Oosterom
 
Design Thinking 101 - Personas
Design Thinking 101 - Personas Design Thinking 101 - Personas
Design Thinking 101 - Personas Arne van Oosterom
 
Interaction South America 2013 / Arne van Oosterom
Interaction South America 2013 / Arne van OosteromInteraction South America 2013 / Arne van Oosterom
Interaction South America 2013 / Arne van OosteromArne van Oosterom
 
Company Profile Design Thinkers
Company Profile Design ThinkersCompany Profile Design Thinkers
Company Profile Design ThinkersArne van Oosterom
 
DesignThinkers presentation at the Aegon Marketing Conference 2011
DesignThinkers presentation at the Aegon Marketing Conference 2011DesignThinkers presentation at the Aegon Marketing Conference 2011
DesignThinkers presentation at the Aegon Marketing Conference 2011Arne van Oosterom
 
my secret sauce for building online communities
my secret sauce  for building online communitiesmy secret sauce  for building online communities
my secret sauce for building online communitiesArne van Oosterom
 
Opening Keynote at the Creative Company Conference by arne van oosterom
Opening Keynote at the Creative Company Conference by arne van oosteromOpening Keynote at the Creative Company Conference by arne van oosterom
Opening Keynote at the Creative Company Conference by arne van oosteromArne van Oosterom
 
ReShape Service Design Pecha kucha
ReShape Service Design Pecha kucha ReShape Service Design Pecha kucha
ReShape Service Design Pecha kucha Arne van Oosterom
 
Service Design Workshop Finland 2009
Service Design Workshop Finland 2009Service Design Workshop Finland 2009
Service Design Workshop Finland 2009Arne van Oosterom
 
DesignThinkers Presentation Olympic Games 2014 Sochi
DesignThinkers Presentation Olympic Games 2014 SochiDesignThinkers Presentation Olympic Games 2014 Sochi
DesignThinkers Presentation Olympic Games 2014 SochiArne van Oosterom
 
Lecture on Service Design and Design Thinking Management Center Innsbruck 2009
Lecture on Service Design and Design Thinking Management Center Innsbruck 2009Lecture on Service Design and Design Thinking Management Center Innsbruck 2009
Lecture on Service Design and Design Thinking Management Center Innsbruck 2009Arne van Oosterom
 
DesignThinkers Services Ports of Amsterdam
DesignThinkers Services Ports of AmsterdamDesignThinkers Services Ports of Amsterdam
DesignThinkers Services Ports of AmsterdamArne van Oosterom
 
DesignThinkers Lecture On Sustainable Design 2009
DesignThinkers Lecture On Sustainable Design 2009DesignThinkers Lecture On Sustainable Design 2009
DesignThinkers Lecture On Sustainable Design 2009Arne van Oosterom
 

More from Arne van Oosterom (19)

Facilitation 101
Facilitation 101Facilitation 101
Facilitation 101
 
Design Thinking 101 - Prototyping
Design Thinking 101 - Prototyping Design Thinking 101 - Prototyping
Design Thinking 101 - Prototyping
 
Leading towards an unknown future
Leading towards an unknown future Leading towards an unknown future
Leading towards an unknown future
 
Design Thinking 101 - Stakeholder Mapping
Design Thinking 101 - Stakeholder MappingDesign Thinking 101 - Stakeholder Mapping
Design Thinking 101 - Stakeholder Mapping
 
The Future of Designers (VIdeo on YouTube)
The Future of Designers (VIdeo on YouTube)The Future of Designers (VIdeo on YouTube)
The Future of Designers (VIdeo on YouTube)
 
Design Thinking 101 - Personas
Design Thinking 101 - Personas Design Thinking 101 - Personas
Design Thinking 101 - Personas
 
Interaction South America 2013 / Arne van Oosterom
Interaction South America 2013 / Arne van OosteromInteraction South America 2013 / Arne van Oosterom
Interaction South America 2013 / Arne van Oosterom
 
Company Profile Design Thinkers
Company Profile Design ThinkersCompany Profile Design Thinkers
Company Profile Design Thinkers
 
DesignThinkers presentation at the Aegon Marketing Conference 2011
DesignThinkers presentation at the Aegon Marketing Conference 2011DesignThinkers presentation at the Aegon Marketing Conference 2011
DesignThinkers presentation at the Aegon Marketing Conference 2011
 
DO THINK
DO THINKDO THINK
DO THINK
 
my secret sauce for building online communities
my secret sauce  for building online communitiesmy secret sauce  for building online communities
my secret sauce for building online communities
 
Designthinkerspicnic'10
Designthinkerspicnic'10Designthinkerspicnic'10
Designthinkerspicnic'10
 
Opening Keynote at the Creative Company Conference by arne van oosterom
Opening Keynote at the Creative Company Conference by arne van oosteromOpening Keynote at the Creative Company Conference by arne van oosterom
Opening Keynote at the Creative Company Conference by arne van oosterom
 
ReShape Service Design Pecha kucha
ReShape Service Design Pecha kucha ReShape Service Design Pecha kucha
ReShape Service Design Pecha kucha
 
Service Design Workshop Finland 2009
Service Design Workshop Finland 2009Service Design Workshop Finland 2009
Service Design Workshop Finland 2009
 
DesignThinkers Presentation Olympic Games 2014 Sochi
DesignThinkers Presentation Olympic Games 2014 SochiDesignThinkers Presentation Olympic Games 2014 Sochi
DesignThinkers Presentation Olympic Games 2014 Sochi
 
Lecture on Service Design and Design Thinking Management Center Innsbruck 2009
Lecture on Service Design and Design Thinking Management Center Innsbruck 2009Lecture on Service Design and Design Thinking Management Center Innsbruck 2009
Lecture on Service Design and Design Thinking Management Center Innsbruck 2009
 
DesignThinkers Services Ports of Amsterdam
DesignThinkers Services Ports of AmsterdamDesignThinkers Services Ports of Amsterdam
DesignThinkers Services Ports of Amsterdam
 
DesignThinkers Lecture On Sustainable Design 2009
DesignThinkers Lecture On Sustainable Design 2009DesignThinkers Lecture On Sustainable Design 2009
DesignThinkers Lecture On Sustainable Design 2009
 

Recently uploaded

High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillCre8iveskill
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Ted Drake
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Amil baba
 
Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before ConstructionResDraft
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTThink 360 Studio
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024mikailaoh
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxb2kshani34
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...khushisharma298853
 
Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxSamKuruvilla5
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazineRivanEleraki
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsBlock Party
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024Alan Dix
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLkenzukiri
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfHctorFranciscoSnchez1
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Ed Orozco
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxHasan S
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comjakyjhon00
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfsaidbilgen
 
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...Pranav Subramanian
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtTeeFusion
 

Recently uploaded (20)

High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkill
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
 
Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before Construction
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPT
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptx
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...
 
Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptx
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazine
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teams
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdf
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.com
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
 
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy Shirt
 

DesignThinkers Service Design Method

  • 2. DT SERVICE = “any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” (Philip Kotler) designthinkers
  • 3. DT SERVICE = an intangible product we experience in time through multiple touch-points and channels designthinkers
  • 4. DT SERVICE DESIGN = designing and arranging the interaction between service provider and end-user with the use of creative processes and methods designthinkers
  • 5. DT OUR GOAL designing innovative systems so our clients can deliver the best possible services designthinkers
  • 6. DT 1 DISCOVERING 2 CONCEPTING 3 DESIGNING 4 BUILDING 5 IMPLEMENTING designthinkers
  • 7. DT 1 DISCOVERING / business a research into: > organisations characteristics and goals > vision, mission, culture > existing services (blueprint/ systems) > KPI’s, emotional KPI’s designthinkers
  • 8. DT 1 DISCOVERING / business a research into: > context (stakeholders) > benchmarking designthinkers
  • 9. DT 1 DISCOVERING / business DELIVERABLE > context map > examples from the market designthinkers
  • 10. DT 1 DISCOVERING / experience a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork) designthinkers
  • 11. DT 1 DISCOVERING / experience DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations designthinkers
  • 12. DT 2 CONCEPTING > developing ideas together with end-users and client (interviews, brainstorms, workshops) > prototyping > moodboard designthinkers
  • 13. DT 2 CONCEPTING DELIVERABLE > tested service concept > visual concept designthinkers
  • 14. DT 3 DESIGNING > touchpoints (website, locations etc.) > service system
  • 15. DT 3 DESIGNING DELIVERABLE > service blueprint (a detailed service system) > look-and-feel
  • 16. DT 4 BUILDING > building all touchpoints (platform, physical locations, media, training people) > organising designthinkers
  • 17. DT 4 BUILDING > developing marketing/ communication strategy designthinkers
  • 18. DT 4 BUILDING DELIVERABLE > processes/organisation tested and ready for implementation > marketing/ communication strategy designthinkers
  • 19. DT 5 IMPLEMENTING > opening the shop > inviting everyone in designthinkers
  • 20. DT 5 IMPLEMENTING DELIVERABLE > happy customers > highly competitive service organisation designthinkers
  • 21. DT < G IN IM ER PL OV EM C IS D EN TI NG < < G EPTIN BUIL C DIN N < CO G < DES IGNING designthinkers