IxDA Poznan #3 Marcin Chłodnicki: Service design workshop

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The document summarizes a service design workshop discussing key aspects of service design such as interface, interaction, experience, customer journeys, touchpoints, and the design process. It notes that designers play an intermediary role in services by bringing clarity to the offer for all stakeholders, generating ideas through observation and prototyping. The workshop examined what service design is, its perspectives like interface design and customer experience, and the managerial concepts involved in taking a holistic approach to service co-creation and experience.

Technology Economy & Finance

Service Design Workshop
Interface. Interaction. Experience.
Wzorcownia usług
- zakład doświadczalny

dr Marcin Chłodnicki

Poznan University of Economics

IxDA Second Meeting

What is Service Design?

Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+ SD+
Interface design Interaction design
na Service
Design

SD+ SD+
Customer Sensualisation
Experience

Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+
na service Interface design
design

Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+
na service Interaction design
design

Poznan University of Economics

IxDA Second Meeting
Undestanding design. Global trends.

Strategic Planning Assumption
By 2013, mobile phones will overtake PCs as the
most-common Web access device worldwide.

By 2015, context will be as influential to mobile
consumer services and relationships as search
engines are to the Web.

gartner.com
Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+
na service
Customer
design
Experience

Poznan University of Economics

IxDA Second Meeting

Design concepts.
Customer journeys
Touchpoints
Back stage and front stage:

Poznan University of Economics

Customer journeys
Touchpoints

Poznan University of Economics

IxDA Second Meeting

Managerial concepts.
Customers and other stake-holders
Service experiences are multifaceted
Holistic approach
Service co-creation and sharing
Time and waiting lines

Poznan University of Economics

Service experiences
are multifaceted

Poznan University of Economics

Holistic
approach

Poznan University of Economics

Service co-creation and sharing

Poznan University of Economics

IxDA Second Meeting

Proces projektowania

What is a role of designer in services?
How does design process ﬂow?

Poznan University of Economics

What is a role of designer in services?
IxDA Second Meeting

Designers are
intermediators

Arne van Oosterom
DesignThinkers Amsterdam
Lecture at the Management Center Innsbruck 2009 Poznan University of Economics

all the stakeholders
clarity in offer as

Poznan University of Economics

all the stakeholders
clarity in offer as
a service provider
observations

ideas generation

prototyping

Poznan University of Economics

Thank you

Marcin Chłodnicki
Katedra Usług

Poznan University of Economics

Unconsciously, customers not only buy products nowadays. But they also buy (and consider) the services embedded to the products. The service design itself is an emerging field and the approach used in adapted from Tim Brown's Design Thinking. This slide is preferable to be read by those who understand the term of "Service Design" basically. If this is your first time acknowledging this term, I suggest you to read my other slide entitled "the Introduction to Service Design".

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The commission

Roberto Torres

Matthew 10:1-4 1 And he called to him his twelve disciples and gave them authority over unclean spirits, to cast them out, and to heal every disease and every affliction. 2 The names of the twelve apostles are these: first, Simon, who is called Peter, and Andrew his brother; James the son of Zebedee, and John his brother; 3 Philip and Bartholomew; Thomas and Matthew the tax collector; James the son of Alphaeus, and Thaddaeus; 4 Simon the Zealot, and Judas Iscariot, who betrayed him. Matthew 28:16-20 16 Now the eleven disciples went to Galilee, to the mountain to which Jesus had directed them. 17 And when they saw him they worshiped him, but some doubted. 18 And Jesus came and said to them, “All authority in heaven and on earth has been given to me. 19 Go therefore and make disciples of all nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, 20 teaching them to observe all that I have commanded you. And behold, I am with you always, to the end of the age.”

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Slides from a webinar Milan Guenther gave October 2021. A Service Designer's journey to delivering breakthrough experiences through impact on the enterprise Severin is an ambitious and experienced designer. And when Intersection Railways called for a major overhaul of a part of their product and service portfolio, they set out for making an impact. Severin brought together all the stakeholders, they set an ambitious goal to significantly shift the customer’s experience, and with their team they researched, prototyped and mapped out a better future journey. But then it fell apart. That reorganisation messed up the responsibilities. Many customer insights turned out to be just assumptions. The IT change was too hard, the regulations were too constraining. And their stakeholders were not that convinced after all. What just happened? Design at scale is hard. In this session, Milan will show how Severin reengages his co-creators to tackle the true scope of the change required, including organisation, operations, and ecosystem partners. Using a set of recurring patterns and a set of maps, they open the conversation to the target Enterprise Design: what we can do, where to go next, and what to change to get there. And ultimately, how to deliver on their ambitious vision for a better service. You will learn: - How to reveal the links: map out how your enterprise pursues its purpose, the capabilities it relies on to deliver, and the experience outcomes it enables for customers and others - Have the right conversations: how to create clarity when developing product strategy, business transformation or investment options, collaboratively and visually - How to draw your enterprise on a napkin: learn how to establish a business geography to facilitate joint wayfinding between stakeholders

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Approaching Service Experiences Through Servicescape Design

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IxDA Poznan #3 Marcin Chłodnicki: Service design workshop

1. Service Design Workshop Interface. Interaction. Experience. Wzorcownia usług - zakład doświadczalny dr Marcin Chłodnicki Poznan University of Economics

2. IxDA Second Meeting What is Service Design? Poznan University of Economics

3. Poznan University of Economics

4. Poznan University of Economics

5. Punkty IxDA Second Meeting widzenia SD+ SD+ Interface design Interaction design na Service Design SD+ SD+ Customer Sensualisation Experience Poznan University of Economics

6. Punkty IxDA Second Meeting widzenia SD+ na service Interface design design Poznan University of Economics

7. Punkty IxDA Second Meeting widzenia SD+ na service Interaction design design Poznan University of Economics

8. IxDA Second Meeting Undestanding design. Global trends. Strategic Planning Assumption By 2013, mobile phones will overtake PCs as the most-common Web access device worldwide. By 2015, context will be as influential to mobile consumer services and relationships as search engines are to the Web. gartner.com Poznan University of Economics

9. Punkty IxDA Second Meeting widzenia SD+ na service Customer design Experience Poznan University of Economics

10. Punkty IxDA Second Meeting widzenia SD+ na service Customer design Experience Poznan University of Economics

11. IxDA Second Meeting Design concepts. Customer journeys Touchpoints Back stage and front stage: Poznan University of Economics

12. Customer journeys Touchpoints Poznan University of Economics

13. IxDA Second Meeting Managerial concepts. Customers and other stake-holders Service experiences are multifaceted Holistic approach Service co-creation and sharing Time and waiting lines Poznan University of Economics

14. Service experiences are multifaceted Poznan University of Economics

15. Holistic approach Poznan University of Economics

16. Service co-creation and sharing Poznan University of Economics

17. IxDA Second Meeting Proces projektowania What is a role of designer in services? How does design process ﬂow? Poznan University of Economics

18. What is a role of designer in services? IxDA Second Meeting Designers are intermediators Arne van Oosterom DesignThinkers Amsterdam Lecture at the Management Center Innsbruck 2009 Poznan University of Economics

19. Poznan University of Economics

20. Poznan University of Economics

21. all the stakeholders clarity in offer as Poznan University of Economics

22. all the stakeholders clarity in offer as a service provider observations ideas generation prototyping Poznan University of Economics

23. Poznan University of Economics

24. Poznan University of Economics

25. Poznan University of Economics

26. Poznan University of Economics

27. Poznan University of Economics

28. Poznan University of Economics

29. Poznan University of Economics

30. Thank you Marcin Chłodnicki Katedra Usług Poznan University of Economics