20150914 it smf belgium service design
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Service design addresses how services function and are presented to clients, aiming to ensure that client interfaces are useful, usable, and desirable from the client's perspective, as well as effective, efficient, and distinctive from the supplier's point of view. Service design produces understanding that influences organizations' strategies and tactics by understanding customer expectations so the organization can change how it operates to meet those expectations. The document provides an overview of key concepts in service design such as user-centered design, co-creation, sequencing of customer experiences, evidencing design processes, considering customer experiences holistically, and visualizing intangible services.
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20150914 it smf belgium service design
- 4. Service design addresses the functionality and form of services from the perspective of clients. It aims to ensure that service interfaces are useful, usable, and desirable from the client’s point of view and effective, efficient, and distinctive from the supplier’s point of view. Prof. Birgit Mager, University of Applied Sciences, Köln.
- 5. Service Design Source: Squiggle by Damien Newman - visualisation of the design thinking process
- 7. Service Design Design & innovation course syllabus (Chalmers University ofTechnology) / Design Council UK
- 9. Service Design Experiences Interactions Processes Systems Service design produces understanding that influences strategy and tactics By understanding the customer's expectations, the organization can start changing the machine
- 10. Service Design 10 User centered Co creation Sequencing Evidencing Holistic Through the customers eyes Involve all stakeholders Visualised as a sequence of interrelated actions Entire environment considered Intangible service visualised with physical artefacts Source: 5 principles of service design thinking - Marc Stickdorn -This is Service DesignThinking
- 11. Service Design 11 Humanize processes to co-create value for businesses and the people with whom they interact.
- 12. Service Design 12 Helping someone to do something. What is the customers’ job-to-be-done? An activity or series of activities… provided as solution to customer problems
- 13. Service Design 13 Design thinking is more about doing and making than thinking and meeting Think with your hands
- 14. Personas
- 19. Make a persona of your ‘target group’ Service Design 19 Assignment 1
- 20. Service Design 20 User centered Co creation Sequencing Evidencing Holistic Through the customers eyes Involve all stakeholders Visualised as a sequence of interrelated actions Entire environment considered Intangible service visualised with physical artefacts
- 21. PROBLEM DEFINITION OFFER PLANNING SEND SAMPLEFIRST CONTACT SCAN SAMPLE COMM Description of the problem drawing, photo, 3D drawing, descrip- tion… What do I want to know? • Material properties, Measure analysis • Segmentation, Porosity • … Description of the problem drawing, photo, 3D drawing, description… Quality /R&D PRODU CT EXPE RT MAN AGER INSIDE M ATTERS INTER N E SCAN NER EXTERNE SCANNE R Projection Images NEW CLIENT • Which parts • Resolution • 3D sample • Which scanner • Settings • Sample cutting • Mounting • Region Scan the object What do you want to see? • Material properties, Measure analys • Segmentation, Porosity • … If needed, make a second offer What service can we offer for the clients? • Reconstruction • Visualization • Analysis The price for the service Sample preparation, packaging, documentation... Set the schedule Sample Receive the object, preparation, mounting Send the object to IM Send the object to Scanner What do I want to see? • Which parts • Which properties • Provide slices parameters
- 22. Planning Verkoop Configuratie Installatie Support Telefoon Mail/post Gesprek Bezoek Eerste contact Info doorsturen Presentatie Offerte Contract Details opvragen Briefing Levering kast Installatie & opstart Uitleg Upgrade? Opvolging
- 23. JOURNEY MAP EMOTIONALJOURNEYDRAMATICARC DATE CLIENT P RO J ECT# TOUCHPOINTDESCRIPTION/JOBS STAKEHOLDERS/STORYBOARD TOUCHPOINTDESCRIPTION/JOBS STAKEHOLDERS/STORYBOARD TOUCHPOINTDESCRIPTION/JOBS STAKEHOLDERS/STORYBOARDSUB-STAGENAMESTAGE Actor(s) Actions Context Thoughts Feelings
- 24. Customer journey Issues + - UserexperienceChannels Thoughts, Feelings E-mail Web Mobile Phone Print Social media Employee Retail service point Other Description Stakeholders Name Description Stakeholders Name Description Stakeholders Name Emotional experience Stakeholders Instructions Who are the stakeholders that participate in the journey? Are they internal to your organisation or external? 1 2 3 4 5 6 7 8 Internal External Internal External Internal External Internal External Internal External Internal External Internal External Internal External The journey map template allows you to visualise the AS IS journey as experienced by the end user.You can analyse step by step the interactions between the various stakeholders and actors. There are 6 crucial questions to reflect upon: 1. Which stakeholders (organisations or individuals) are involved? 2. What are the general steps or phases in the journey? 3. What are the interactions that occur? 4. Which channels are used? 5. What are the user’s thougts / feelings? 6. What is the user’s emotional experience? 7. Are there any ssues in the customer journey that lead to a bad experience? 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 powered by PhasesTouchpointsChannelsUserExperience
- 25. Map the customer journey and experience Step by step , using template and guidelines Service Design 25 Assignment 2
- 28. Service Design 28 User centered Co creation Sequencing Evidencing Holistic Through the customers eyes Involve all stakeholders Visualised as a sequence of interrelated actions Entire environment considered Intangible service visualised with physical artefacts
- 29. Ideation toolkits and methods
- 33. Create a concept 10 x 10 Service Design 33 Assignment 3
- 34. Storyboard
- 35. Storyboard
- 37. STORYBOARD VAN JE CONCEPT 1 2 3 4 5 6 7 8 9 een buitenlands expert wordt door Carehub Aalst uitgenodigd om een lezing te geven de gedeelde kennis en middelen worden automatisch toegevoegd aan de kennis en middelen van Carehub Aalst met zijn gedeelde kennis en netwerk ‘betaalt’ de expert zijn transport en verblijf in het Carehub Hotel met de gedeelde gezondheidsdata en -statistieken huurt de ontwikkelaar de Carehub Laboruimte de expert komt aan in Aalst en wordt automatisch ingecheckt in het Carehub Hotel samen met 5 andere zorgexperts en -professionals verzorgt hij een dagvullend programma op de Carehub Academy in een bezoek aan het Carehub Labo raakt hij betrokken bij een van de producten die er ontwikkeld en getest worden hij spreekt met de ontwikkelaar van het product af om zijn kennis en netwerk als expert in te zetten in ruil voor gezondheids- data en -statistieken
- 38. Service Design 38 Storyboard A visual (cartoon style) representation of the service scenes, put together in a narrative sequence to represent experiences and interactions between people and products or services.
- 39. Make a storyboard Service Design 39 Assignment 4
- 40. Service Design 40 User centered Co creation Sequencing Evidencing Holistic Through the customers eyes Involve all stakeholders Visualised as a sequence of interrelated actions Entire environment considered Intangible service visualised with physical artefacts
- 41. KlantenactiesFrontstageactiesBackstageactiesArtefacten Service Blueprint Concept and design:Marc Stickdorn,Jakob Schneider, Klaus Schwarzenberger — www.smaply.com This work is licensed under the Creative Commons Attribution-ShareAlike 3.0 Unported License.To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105,USA. powered by Processen& systemen 41 Internal parties, processes and systems Artefacts Customer journey
- 43. Make a Service Blueprint Service Design 43 Assignment 5
- 44. Service Design 44 User centered Co creation Sequencing Evidencing Holistic Through the customers eyes Involve all stakeholders Visualised as a sequence of interrelated actions Entire environment considered Intangible service visualised with physical artefacts