How can SERVICE DESIGN help you
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A selection of benefits (and some challenges) on how Service Design can help your company. So you know about service design, but... would it work for your company?
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How can SERVICE DESIGN help you
- 1. How can Service Design! help you 30 SET 2014 Silvia Calvet @silviacalvet Swapsee Service Design Workshop
- 4. What a customer is?
- 5. https://www.flickr.com/photos/vonderauvisuals/7215463246/ Departments, teams, plans… vs Customer
- 6. What is Service Design • 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. The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers.
- 7. So… How can SD help
- 9. Methodology were People is central You look for the: •User of the service point of view •Service Provider point of view
- 10. Qualitative insights “Satisfaction or ‘Statisfaction’?” ! http://www.thinkcx.co.uk/latest-thinking/satisfaction-statisfaction/ ! Empathize
- 11. Holistic Approach Channels Touchpoints Time!
- 13. DIY What do you Need:! •Process Facilitator (neutral)! •Project Leader! •DT techniques! •Design Skills! •Time! •Management
- 14. Co- “You Can’t Collaborate Unless You Agree on the Problem" http://blogs.hbr.org/2014/09/you-cant-collaborate-unless-you-agree-on-the-problem/ Start at the beginning:! Context & Objectives! Goals
- 15. Involvement Users Customers Partners Employees
- 16. Common Language Interdisciplinary Visualization Understanding Agreeing Stories
- 17. Think out of the box
- 18. …Challenges Is SD understood? Or attitudes
- 19. …Challenges You
- 20. It’s a process, not a workshop!
- 21. Thanks! Silvia Calvet, Creative Strategist & Organizational Facilitator! ! Get in touch to talk about: #Innovation #Organizational change #Re-Connect Business and Employees #Customer Focus @silviacalvet http://about.me/silviacalvet/