Service Design: New or Ancient Field?

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I was invited to speak at a Global Service Jam, which I couldn\'t for some reason. Here is what I had to say.

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Service Design: New or Ancient Field?

  1. 1. A desip e r s p e c t i ve o ns e r vi c eAr vi n d L o d aya
  2. 2. W ar e a p o o r c o u n t r y. eI n a p o o r c o u n t r y, p e o p l ec an t af f o r d t o OW t h i n g s N— i n s t e ad , t h e y S HAREt h i ngs .Th i s i s n o t o n l ye c o n o mi c al , i t i s al s oe c o l o g i c al an d s t r e n g t h e n sc o mmu n i t y.Ho p e f u l l y, as we b e c o mer i c h e r , we wo n t ab an d o n
  3. 3. W at d o we hREAL L Y n e e d t oo wn ?
  4. 4. A c ar ?
  5. 5. A f l e e t o f c ar s ?
  6. 6. Ki t c h e n ?
  7. 7. W h i n g mac h i n e ? D r ye r ? as
  8. 8. S t e am i r o n ?
  9. 9. F l o u r mi l l / g r i n d e r ?
  10. 10. S h avi n g k i t ?
  11. 11. i Po d ?
  12. 12. Bo o k s ?
  13. 13. D r ai n ag e s ys t e m?
  14. 14. Ye l l o w p ag e s ?
  15. 15. Bo o k s ? Mo vi e s ?
  16. 16. NEED → Eq u i p me n t+ I n f r as t r u c t u r e+ I n p u t + L ab o u r /S k i l l + Ti me →S ERVI CE
  17. 17. S e r vi c e s mak e l i f e e as y,c u s t o mi z ab l e & p l e as an t ,c o s t l e s s ( “ amo r t i z e ” ) ,c r e at e j o b s , c o n s u mel e s s p e r c ap i t are s ource s( “ d e mat e r i al i z e ” ) , an di n c r e as e s o c i al c ap i t al .
  18. 18. Eve n i f s o me o f t h ei l l u s t r at i o n s e x ag g e r at e dt h e p o i n t , t h e f ac tr e mai n s t h at we d o n tr e al l y n e e d t o o wne ve r yt h i n g t h at we d o — o rar e s e d u c e d t o .I n man y c as e s , we d o n tn e e d t h e p r o d u c t , wh at weac t u al l y wan t i s wh at t h e yd o f or us .An d t h i s i s wh at o r d i n ar y
  19. 19. W d on t ene e d“ Pr o d u c t s ”wh e n we h ave“ Pe o p l e ” .
  20. 20. W r t h Th i n k i n g : oW at mi g h t b e t h e c r i t e r i a ho r c o n d i t i o n s wh e nPr o d u c t s wo u l d b ed e f i n i t e l y p r e f e r ab l e t oPe o p l e ?Hi n t :Th i s i s s o me t h i n g Mah at maGan d h i wr o t e ab o u t ; r e adh i s “ Hi n d S war aj ” f o re x amp l e .
  21. 21. Par t i n g Th o u g h t 1 :Th i s i s h o w t h e wo r l d sl e ad i n g t h i n k e r s ,t h e o r i s t s an dp r o f e s s i o n al sc o n c e p t u al i z e an d p r ac t i c e“ S e r vi c e D e s i g n ” :
  22. 22. Ju s t c o mp ar e t h e s e t wo ,an d r e f l e c t o n wh i c h o n ei s mo r e f u l f i l l i n g ,af f o r d ab l e an d val u ab l e t oyo u ( as s e r vi c e ) : - or-
  23. 23. Par t i n g Th o u g h t 2 :S e r vi c e t r an s l at e si n t o man y I n d i anl an g u ag e s as “ S EW . A”

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