Slides from Luis Arnal’s talk at Service Experience Camp 2015 on ‘Service Innovation in Emerging Markets’
Customer Experience: Mature vs. Emerging Markets — Luis Arnal, President & Founder of Insitum
Emerging and frontier markets are the new boost for global growth, but… What are the main differences between the customer experience in markets as different as Brazil and the U.S., or Mexico and Spain? What are the relevant nuances between mature and emerging markets? Are there real global omni-channel experiences? How are organizations addressing different customer needs in different markets? We will share thoughts and examples, that demonstrate the real impact of those issues in our day-to-day work as service designers.
Klara Lindner: How to scale energy services for the 2$-per-day societyService Experience Camp
Slides from Klara Lindner’s talk at Service Experience Camp 2015 on ‘How to scale energy services for the 2$-per-day society’.
Africa has seen a technological development from zero to mobile and is therefore a place of disruptive change. The Berlin-based start-up Mobisol is part of this ‘revolution’ bringing the internet of things to Tanzania and Rwanda. With the help of service design, the company has created a service ecosystem to bring electricity to thousands of people who have less than a dollar to spend per day. Klara will share insights in how they used service design to shape their business and how she trained a tech team in becoming more customer-centric.
Technology Infrastructure for Offender Rehabilitation / Martin RuskovService Experience Camp
This is Martin Ruskov’s presentation from Service Experience Camp 2016 on Technology Infrastructure for Offender Rehabilitation, held on Day 1 in Galerie.
How would a modern day business be run by Tutanchamun? In this session we will try management styles from different centuries: how would the Ötzi have handled corporate politics? How would a Zen master behave in a salary negotiation? We will take a look at the evolution of our organizations and what is to come next. A business simulation that involves acting.
Design and prepare your open session / Claudia Brückner & Mauro RegoService Experience Camp
This is Claudia Brückner & Mauro Rego’s presentation from Service Experience Camp 2016 on Design and prepare your open session, held on Day 1 in Atelier.
Putting Service back into Public Service / Service Experience Camp 2014Service Experience Camp
It makes perfect sense to assume that public services are citizen-centric because they are essentially created for citizens. But what does it really mean to design citizen-centric services? What are the ah-ha! moments, and what are the challenges?
Tong Teck Lim, & Joycelyn Chua from the Ministry of Manpower, Singapore spoke about ‘Putting Service back into Public Service’ during Service Experience Camp 2014 in Berlin.
Slides from Luis Arnal’s talk at Service Experience Camp 2015 on ‘Service Innovation in Emerging Markets’
Customer Experience: Mature vs. Emerging Markets — Luis Arnal, President & Founder of Insitum
Emerging and frontier markets are the new boost for global growth, but… What are the main differences between the customer experience in markets as different as Brazil and the U.S., or Mexico and Spain? What are the relevant nuances between mature and emerging markets? Are there real global omni-channel experiences? How are organizations addressing different customer needs in different markets? We will share thoughts and examples, that demonstrate the real impact of those issues in our day-to-day work as service designers.
Klara Lindner: How to scale energy services for the 2$-per-day societyService Experience Camp
Slides from Klara Lindner’s talk at Service Experience Camp 2015 on ‘How to scale energy services for the 2$-per-day society’.
Africa has seen a technological development from zero to mobile and is therefore a place of disruptive change. The Berlin-based start-up Mobisol is part of this ‘revolution’ bringing the internet of things to Tanzania and Rwanda. With the help of service design, the company has created a service ecosystem to bring electricity to thousands of people who have less than a dollar to spend per day. Klara will share insights in how they used service design to shape their business and how she trained a tech team in becoming more customer-centric.
Technology Infrastructure for Offender Rehabilitation / Martin RuskovService Experience Camp
This is Martin Ruskov’s presentation from Service Experience Camp 2016 on Technology Infrastructure for Offender Rehabilitation, held on Day 1 in Galerie.
How would a modern day business be run by Tutanchamun? In this session we will try management styles from different centuries: how would the Ötzi have handled corporate politics? How would a Zen master behave in a salary negotiation? We will take a look at the evolution of our organizations and what is to come next. A business simulation that involves acting.
Design and prepare your open session / Claudia Brückner & Mauro RegoService Experience Camp
This is Claudia Brückner & Mauro Rego’s presentation from Service Experience Camp 2016 on Design and prepare your open session, held on Day 1 in Atelier.
Putting Service back into Public Service / Service Experience Camp 2014Service Experience Camp
It makes perfect sense to assume that public services are citizen-centric because they are essentially created for citizens. But what does it really mean to design citizen-centric services? What are the ah-ha! moments, and what are the challenges?
Tong Teck Lim, & Joycelyn Chua from the Ministry of Manpower, Singapore spoke about ‘Putting Service back into Public Service’ during Service Experience Camp 2014 in Berlin.
To design effective user-focused services, we need to use data. We need to understand how people are using the service, what works for them and what doesn’t. There can be no service without data.
But as designers, we have to focus on user needs. That means we need to address users’ data needs as well as their service needs. We must design good services based on good data that don’t infringe on people’s privacy. This means we have to look at questions like: what data is my service collecting? How and when is this data being used? Who has access to this data and who owns it? And how do we keep it secure?
As service designers working with data on a daily basis, we want to raise awareness of the value of data to services. And we want to discuss fundamental questions around what happens to that data.
What does your job title really mean? / Ben Fausone & Yannic ScheffelService Experience Camp
This is Ben Fausone & Yannic Scheffel’s presentation from Service Experience Camp 2016 on What does your job title really mean, held on Day 1 in Raum 5.
Slides from Melanie Wendland’s talk at Service Experience Camp 2015 on ‘A bold plan’
Improving women’s health in Sub-Saharan Africa through service design — Melanie Wendland, Director of Service Design and Innovation, M4ID
Every day approximately 800 women die from preventable causes related to pregnancy and childbirth. The Better Outcomes in Labour Difficulty (BOLD) project is a joint two year initiative of WHO, M4ID and three universities to address maternal mortality and morbidity through the design of innovative services and tools to support health workers in providing appropriate care during childbirth and to increase demand for respectful, quality care among women and their families. Can service design make a difference and empower a shift in behavior? Boldinnovation.org
Enterprises have to change permanently – otherwise they have no future. This knowledge is old, but it is new for public service companies like the BSR. To improve the innovation culture and to create “ideas for tomorrow” the BSR has founded the Idea lab – a group of people who want to break fresh ground.
This is Service Design / DMY Symposium / June 7, 2012Martin Jordan
The service sector currently contributes most to Germany’s Gross Domestic Product. Yet, while the German public cares a lot about being the world’s largest exporter of the year, the phrase “service wasteland Germany” unfortunately remains a frequently used one. No wonder product design is a well-established discipline, whereas the term service design is even unclear to many designers themselves.
This lecture gave an introduction to service design and discussed how service economies both change design and business. The co-founders of ‘Service Design Berlin’ talk about the refined role of the designer and how s/he not only adds value to a business, but is in charge of shaping it. The talk outlines the altered design process that is based on iterative, user-centred and collaborative components.
Introduction to JTBD at IXDS Design Expert ExchangeAndrej Balaz
This is a brief introduction to looking at markets through the perspective of jobs that people are trying to get done. It was presented at the IXDS Design Expert Exchange on October 1st 2015.
What if your favourite apps turned into little machines? What makes physical objects more emotionally engaging than apps? How do we connect to them through our natural senses and cognitive abilities?
Together with 13 student we broke down some of our favourite apps to their elementals and re-imagined them as physical machines. We examined aspects of experience which can bring us closer to the services we use everyday.
How? With a few short hands-on exercises, we explored the jobs-to-be-done behind popular apps. Quick prototypes and scenarios of how these might exist as machines helped us to uncover what a new design field of the future looks like.
Taught by Hannes Jentsch and Martin Jordan at University of Applied Sciences Potsdam, Germany in October 2014.
Input: User-centred Design / Global Service Jam Berlin 2011Martin Jordan
An input given by Anastasia Gramatchikova and Martin Jordan during Berlin’s Global Service Jam on March 11th at Fjord’s Berlin office. The presentation gave an introduction for the event’s participants into user-centered design methods, service design and design thinking tools.
To design effective user-focused services, we need to use data. We need to understand how people are using the service, what works for them and what doesn’t. There can be no service without data.
But as designers, we have to focus on user needs. That means we need to address users’ data needs as well as their service needs. We must design good services based on good data that don’t infringe on people’s privacy. This means we have to look at questions like: what data is my service collecting? How and when is this data being used? Who has access to this data and who owns it? And how do we keep it secure?
As service designers working with data on a daily basis, we want to raise awareness of the value of data to services. And we want to discuss fundamental questions around what happens to that data.
What does your job title really mean? / Ben Fausone & Yannic ScheffelService Experience Camp
This is Ben Fausone & Yannic Scheffel’s presentation from Service Experience Camp 2016 on What does your job title really mean, held on Day 1 in Raum 5.
Slides from Melanie Wendland’s talk at Service Experience Camp 2015 on ‘A bold plan’
Improving women’s health in Sub-Saharan Africa through service design — Melanie Wendland, Director of Service Design and Innovation, M4ID
Every day approximately 800 women die from preventable causes related to pregnancy and childbirth. The Better Outcomes in Labour Difficulty (BOLD) project is a joint two year initiative of WHO, M4ID and three universities to address maternal mortality and morbidity through the design of innovative services and tools to support health workers in providing appropriate care during childbirth and to increase demand for respectful, quality care among women and their families. Can service design make a difference and empower a shift in behavior? Boldinnovation.org
Enterprises have to change permanently – otherwise they have no future. This knowledge is old, but it is new for public service companies like the BSR. To improve the innovation culture and to create “ideas for tomorrow” the BSR has founded the Idea lab – a group of people who want to break fresh ground.
This is Service Design / DMY Symposium / June 7, 2012Martin Jordan
The service sector currently contributes most to Germany’s Gross Domestic Product. Yet, while the German public cares a lot about being the world’s largest exporter of the year, the phrase “service wasteland Germany” unfortunately remains a frequently used one. No wonder product design is a well-established discipline, whereas the term service design is even unclear to many designers themselves.
This lecture gave an introduction to service design and discussed how service economies both change design and business. The co-founders of ‘Service Design Berlin’ talk about the refined role of the designer and how s/he not only adds value to a business, but is in charge of shaping it. The talk outlines the altered design process that is based on iterative, user-centred and collaborative components.
Introduction to JTBD at IXDS Design Expert ExchangeAndrej Balaz
This is a brief introduction to looking at markets through the perspective of jobs that people are trying to get done. It was presented at the IXDS Design Expert Exchange on October 1st 2015.
What if your favourite apps turned into little machines? What makes physical objects more emotionally engaging than apps? How do we connect to them through our natural senses and cognitive abilities?
Together with 13 student we broke down some of our favourite apps to their elementals and re-imagined them as physical machines. We examined aspects of experience which can bring us closer to the services we use everyday.
How? With a few short hands-on exercises, we explored the jobs-to-be-done behind popular apps. Quick prototypes and scenarios of how these might exist as machines helped us to uncover what a new design field of the future looks like.
Taught by Hannes Jentsch and Martin Jordan at University of Applied Sciences Potsdam, Germany in October 2014.
Input: User-centred Design / Global Service Jam Berlin 2011Martin Jordan
An input given by Anastasia Gramatchikova and Martin Jordan during Berlin’s Global Service Jam on March 11th at Fjord’s Berlin office. The presentation gave an introduction for the event’s participants into user-centered design methods, service design and design thinking tools.