2. Design thinking
By getting under the skin of your target group
and understanding their challenges you can create
relevant ”self selling” solutions. –A medicine for
not ending up in ”featuritis” where you create new
solutions because you can or because it seems
relevant for your internal team.
Your next service or product will then be easy to sell,
marketing only needs to communicate all the good
things, rather than to invent USPs as an
afterthought.
8. Confidential
Observation
Interviews
Trend Analysis
RESEARCH DESIGNCONCEPT DESIGN
Personas
Service Architecture
Stakeholder map
Co-creation workshop Storyboard
Journey map
Scenarios
Concept development
Prototyping
Use cases
Scenarios
Service Blueprint
Roadmapping
Design
Understanding Thinking Generating Explaining Filtering Realising
Service Design Process
9. Service Architecture & Stakeholders Map
Purchaser
Customer
Consultant
Employee
Visitor
Waste Manager
Waste Collector
Cleaner
Logistics Manager
Cargo Transporter
(materials for distribution)
Delivery Driver
(from dist. to company X)
Key account manager
Facility Manager
Team Leader
Sustainability
Manager
SCA: central
storage
Transportation Distributor:
storage
Transportation Transportation TransportationCompany X:
storage
Cleaning
chamber
Cleaning
trolly
WC WC
(throwing waste)
Waste collection/
Cleaning Trolly
Waste room Incineration
plant
FRONTSTAGE
BACKSTAGE
Frontstage: active
Frontstage: indirectly active
Backstage: active
Backstage: indirectly active
SCA
Distributor
Truck drivers
Company X
Visitor
Cleaning company
Key account
manager SCA
Sustainability
Manager
Facility Manager
Cleaner
Team Leader
Visitor
Employee
Waste Manager
Waste Collector
Customer
Consultant
Purchaser
Logistics Manager
Delivery Driver
(from dist. to company X)
Cargo Transporter
(materials for distribution)
10. Personas
Airport – Cleaner
Victor
23 years, born in Germany with parents from Turkey.
Worked as cleaner for 7 months
Got the job through his mother who’s been a cleaner at the airport for 20
years.
He’s one of the responsible cleaners for cleaning the bathrooms in
terminal 4.
He works independently and likes to listen to music while he works so he
doesn’t really notice the people in his surrounding.
He tries to be efficient but at the same time careful, to meet his mothers’
expectations.
There is a tight schedule and therefore, he can’t consider the traffic to the
bathroom and needs to close it while he does his job. During the day shift
this can be hard and he sometimes has to make shortcuts and do some
quick fixes.
Some people that meet him might see him as a bit arrogant but this is just
him being focused since the workload is heavy.
The music keeps him from getting too stressed but he prefers working the
night shift due to less workload and he don’t get interrupted.
Airport – Guest, one-time user
Peter & Elsa
38 years & 1,5 years at Frankfurt airport.
Travelling to his parents’ summer house in Spain.
Peter is used to travelling alone with his work but things are different when
he travels with his small child.
He always tries to make it to the bathroom before they board the plane.
He tries to find a bathroom where there is a changing table but often
experience that they are occupied or being cleaned.
It annoys him that the men’s bathroom have no changing table.
This means he has to change Ella’s diaper on the floor in a corner of the
bathroom. He tries to find a place with good space that looks clean but it feels
a bit awkward and he tries to be as fast as he can. It feels weird to throw the
diaper in the open waste bin but there is no option for him and he assumes it
will be emptied soon.
If he also needs to use the facilities he brings Ella and his bag in to one of the
cubes which is tight but has to work.
Before leaving he always makes sure to freshen up both Ella and himself at
one of the four washbasins.
12. Skånetrafiken
”Minutes of Light” – Communicating time
• Service Safari
• Desktop Walkthrough
• Interviews
• Concept Visualisation
• Concept Development
• Engineering
13. fall
uction
Scenario 1
Gerd, who during the evening had a
sleeping pill to ease her anxiety, wakes
up in the middle of the night and has to
visit the bathroom.
Gerd forgets to call for help and gets out
of the bed on her own. Since Gerd has a
high risk of falling her room is equipped
with a motion detector that generates an
alarm when Gerd gets out of the bed.
Therese can hear the alarm go off but it´s
hard for her to know where it´s coming
from. Gerd falls.
Aminute later Therese arrives, and finds
Gerd on the floor.
Where?
Patientroom (1411)
Bathroom (399)
Corridor (114)
Dayroom (64)
Other (115)
• Expert interviews
• Personas
• Scenario visualisation
• Statistics analysis & visualisation
Confidential client
Hospital study
52. Instructions
Slip-Base KKR
Placera fundamentet i marknivå. OBS!
Bultöppningarna, vänd i trafikriktningen.
1 2
3
4
5
6
Slip-Base som uppfyller kraven
enl. EN/12767 Class 100NE3
50
Marknivå
Trafikriktning
1
5
4
6
3
2
Montera bultar och undre brickor.
Lägg den rostfria plåten på plats.
Lyft stolpe med skylt på plats.
Montera brickor och muttrar. Dra
muttrarna med 50 Nm.
Lås muttrarna med körnslag.
Loading Instructions for Tork Elevation Hand Towel Centerfeed Mini Pro Dispenser
4321
Congratulations to you purchase of these fantastic
Orlo speakers!We really hope they will reach beyond
your expectations.
Specifications
Frequency: 90Hz - 20kHz
Power output: 12Wpeak
Interface: USB A and 3.5mm input
How to use
1. Place the Left (A) and Right (B) speakers the way
you intend to use them, e.g. on each side of your
computer screen.
2. Connect the USB cable (C) to your computer. No
external power adapter is needed.
3. Wait until your operating system has recognised
the speakers and installed the drivers. Your operat-
ing system has recognized the speakers when the
light (D) on the right speaker is lit up. For Windows
you will most probably get a pop-up message saying
your speakers are ready to use. For Mac and Linux
you will not receive any message.
4. Make sure you set the computer audio settings to
output the sound to your Orlo speakers. This looks
different for different operating systems:
USB
B
E
A. Left speaker
B. Right speaker
C. USB cable
D. Light indicator
E. 3.5mm input
F. To left speaker
C
F
B
D
C
F
A
USB
English
70. Primare
Media app
Select Source
Internet Radio
FM Radio
DAB Radio
CD Player
Audio Server
USB
iPod
Line In Digital
Favourites
Last Music
USB
0:22 4:22
Wonderwall
Oasis
What’s the Story Morning Glory
Internet Radio
0:22
KISS FM 2.0 - Cosmontaut - Lorum Ibsum...
KISS FM 2.0
USB
0:22 4:22
Wonderwall
Oasis
What’s the Story Morning Glory