2012 年底，為一家國內醫學中心級醫院眼科門診服務流程研究、改善與設計提案的個案，娓娓道來「服務設計」不僅僅是要重視終端顧客（病患）體驗，還有很多「內在」關於人的、系統的面向應該要先被研究、解決，尤其是醫護領域每天都面臨崩壞的危機，作為服務設計者，應該如何找出解答提出解決方案，在這演講裡面我分享了我們的經驗。

1. !
2013 / 05

2. - 羅伯‧范裘利
後現代主義的重要著作

3. 20

4. ...
...

5. meld studios
...
...

6. 2006

7. Service
Concept
Customer
Strategic
Intent
How
What
S.M. Goldstein et al. (2002)

9. ....

11. - Stefan Moritz
1900-1960 1960-1990 1990-2010 2010 -
Ford, RCA, GE,
Boeing, P&G, Sony
Walmart,Toyota,
UPS, CSX
Microsoft, Google,
Dell, Capital One
Southwest Airlines,
Amazon, USAA,...

12. 0.3-0.6 / 2-8 / 20-45 / 60-150 /
- Stefan Moritz

13. - Stefan Moritz
Transformation
Experience
Service
Product
Commodity

14. x =
Credits : Service DesignTools & Stefan Moritz

15. 1
2
3
5
4

16. ... ...

17. 1982
0
75
150
225
300
1982
3.5
0
1,000
2,000
3,000
4,000
1982
1,550

18. ...

19. ... ....

20. ... ....
...(

23. 9,000
2011 2012
4.62% 5.41%
8.58% 7.61%
10.05% 9.54%
7223 5881
0 15 30 45 60
31.2
32
33.6
33.87
50.4

24. -
K

25. -
-

26. X PHILIPS, GE....
X
...
X PHILIPS, GE....
X ...

29. 5.

30. Institutional Review Board

31. 45,000 112,643
3,715
6,410 664 535
2,873 1,193 1,145
2008 2,202,227 174,107
79,436 1,051,676

32. photo from OndraSoukup
... ...... ...... ...

39. 50

40. 45,000 112,643
3,715
6,410 664 535
2,873 1,193 1,145
2008 2,202,227 174,107
79,436 1,051,676

41. J 10

43. ....?

44. Source : Service Marketing : Integrating Customer Focus Across the Firm

48. 6
3

52. ...

57. Q&A

61. UX/UI ... ...

62. :)
1

63. redraw from http://thehypertextual.com/2010/04/08/gary-hamels-pyramid-of-human-capabilities/

64. 0 25 50 75 100

65. -

66. 0 25 50 75 100

68. 1.
2.
3.
4.
5.
6.
7.
... ...

70. -
- -
- -
--
-

71. !
50%!
!
25%!
!
14%!
!
8%!
!
3%!
!
1!
!
4!
!
1!
!
8!
!
1!
!
4!
!
5!
!
4!
!
3
!
2!
!
2!
!
!
1!
0! 5! 10! 15! 20! 25! 30! 35! 40!
( )!
! ! ! ! !

72. !
50%!
!
25%!
!
14%!
!
8%!
!
3%!
!
18%!
!
32%!
!
50%!
!
88%!
!
12%!
!
29%!
!
14%!
!
2%!
!
12%!
!
41%!
!
2%!
30

75. ...

82. TTQS

84. 4

85. 4

87. Ryan Jacoby, co-founder of IDEO

88. - me

90. Do or Do not, there’s no try.
X-Wing
…
http://www.dailyenglishquote.com/2012/04/do-or-dot-not-there-is-no-try/
...

95. 90

97. 0.1%

98. 11:00
9:30 9:40
10:40
10:55

101. •
•
•
-
•
•

102. •
•
•
•
•
•
/
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
• /
•
•
•

103. • vs
•
•
•
•

104. 1.
2.
3.
4.
5.
6.
7.
8.
9.

106. ... ...

107. redraw from http://thehypertextual.com/2010/04/08/gary-hamels-pyramid-of-human-capabilities/

109. - Stefan Moritz
Transformation
Experience
Service
Product
Commodity

110. meld studios

111. -
-

112. =)
!