Hello againKrabbesholm          Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
Service Design       Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
Where do you find services?              Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
The               Govern-                                            OrganisationalAcedemia                   Marketing   ...
Iphones, Ipod, Ipads, Itunes,...                Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
Transportation                 Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
Hospitals            Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
How to define Service Design?               Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
“   Service Design ...    is the activity of planning and organizing people, infrastructure,                              ...
Some of the differences betweenProduct Design & Service DesignProducts are created and “exist” before being purchased and ...
When designing services...Service Designbecomes a way of thinking                             Katrine Rau Ofenstein, prese...
Think of everything in stepsYou take one step at a time...                                 Katrine Rau Ofenstein, presenta...
Examples on Service Designs               Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
Service DesignVirtual Supermarket in a Subway Station                                          Katrine Rau Ofenstein, pres...
Service DesignMaking LIFE better in local communities                                          Katrine Rau Ofenstein, pres...
Service DesignStudent project at CIID - Family on the Wings                                                Katrine Rau Ofe...
Service DesignStudent project at CIID - Mind Thread                                        Katrine Rau Ofenstein, presenta...
Service DesignGlobal Sustainability Jam
Service DesignGlobal Sustainability Jam
Three Main Factors to Consider1) Identify the actors involved in the service    (Who is involved?)2) Consider the differen...
Service DesignTools and MethodsTogether with the most traditional methods used for product design,service design requires ...
Think of everything in steps- Customer Journey MapYou take one step at a time.Consider who, when, where, what.            ...
Service Design Network              Denmark             Web: denmark.service-design-network.org      Linkedin group: Servi...
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Defining Service Design

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Defining Service Design

  1. 1. Hello againKrabbesholm Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  2. 2. Service Design Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  3. 3. Where do you find services? Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  4. 4. The Govern- OrganisationalAcedemia Marketing ments structure Public Non-Profit Sector Fundraising LibraryWhere do you find services? Product Service System Marketing Private Businesses Bank Systems Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  5. 5. Iphones, Ipod, Ipads, Itunes,... Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  6. 6. Transportation Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  7. 7. Hospitals Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  8. 8. How to define Service Design? Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  9. 9. “ Service Design ... is the activity of planning and organizing people, infrastructure, ” communication and material components of a service in order to improve its quality and the interaction between service provider and customers. Design according to the needs of customers, so the service is user- friendly, competitive and relevant to the customers. Focus on the behavior of the customers, their needs and motivations. Cottam, Hilary; Leadbeater, Charles (2004), Co-Creating Services Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  10. 10. Some of the differences betweenProduct Design & Service DesignProducts are created and “exist” before being purchased and used.Services come to existence at the same moment they are being provided and used.Product; A designer can prescribe the exact configuration of a product.Service; A designer cannot in the same way prescribe the result of the interactionbetween customers and service providers nor prescribe the form and characteristicsof any emotional value produced by the service.Consequently, service design is an activity that suggests behavioural patterns or“scripts” to the actors interacting in the service, leaving a higher level of freedom tothe customers’ behaviour. Inspired by Cottam, Hilary; Leadbeater, Charles (2004), Co-Creating Services Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  11. 11. When designing services...Service Designbecomes a way of thinking Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  12. 12. Think of everything in stepsYou take one step at a time... Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  13. 13. Examples on Service Designs Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  14. 14. Service DesignVirtual Supermarket in a Subway Station Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  15. 15. Service DesignMaking LIFE better in local communities Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  16. 16. Service DesignStudent project at CIID - Family on the Wings Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  17. 17. Service DesignStudent project at CIID - Mind Thread Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  18. 18. Service DesignGlobal Sustainability Jam
  19. 19. Service DesignGlobal Sustainability Jam
  20. 20. Three Main Factors to Consider1) Identify the actors involved in the service (Who is involved?)2) Consider the different service scenarios (What is happening? Is it taking place in a specific area of the location? Which steps does the user have to go through? Is it taking place in front of the end-user or “behind the scenes”? )3) Consider the components of the service (Which physical elements are used? Which interactions? Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  21. 21. Service DesignTools and MethodsTogether with the most traditional methods used for product design,service design requires methods and tools to control new elements of the designprocess, such as the time and the interaction between actors. Cottam, Hilary; Leadbeater, Charles (2004), Co-Creating Services Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  22. 22. Think of everything in steps- Customer Journey MapYou take one step at a time.Consider who, when, where, what. Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011
  23. 23. Service Design Network Denmark Web: denmark.service-design-network.org Linkedin group: Service Design Network Denmark Katrine Rau Ofenstein, presentation at Krabbesholm Højskole, Nov 14 2011

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