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11.02.2009




Service design: some things to talk about.

Liat Rogel
Me



     Israel
• 
     Graphic design studies
• 
     The world (part of it…)
• 
     Italy
• 
     Industrial Design
• 
     Service Design
• 
     Berlin
• 
     www.seeds-design.com
• 
Service Design - Definition



Service Design is the activity of planning and
organizing people, infrastructure,
communication and material components of a
service, in order to improve its quality, the
interaction between service provider and
customers and the customer's experience.

wikipedia
Service Design – Different worlds



‘Traditional’ service design (marketing).

Service design for sustainability.

•  ecological, social, economical issues
•  creative communities (Ezio Manzini)
•  urban participation
Service Design - Methodology



See Identification of the actors and the market


Foresee Definition of possible service scenarios


Make people see Representation of the service


(define, prototype and test)
See, make people see, foresee



Benchmarking
Interviews
Survey
Co-design + tools
Mood board
Mood video
Scenarios - www.sustainable-everyday.net
storyboard
System map
Blueprinting
…
Examples
ALTERNATIVE ESISTENTI


        


Breve
termine
                                   Breve
termine


        
Costo
maggiore
                                     Costo
minore


     Condivisione
con
pochi
                             Condivisione
con
mol;

                                 RooMatch
         ALBERGHI                                            OSTELLI 
                                  Breve
termine

       40
–
80
euro
a
no8e
                                20
‐30
euro
a
no8e

         in
stanza
singola
                                  in
stanza
con
6

                                   Costo
minore

                                                                 persone


                              Condivisione
con
pochi

                                  Lungo
termine


                                   Costo
minore


                               Condivisione
con
pochi

                                APPARTAMENTI 
                                   IN AFFITTO 
                                 250
euro
al
mese
in

                                 doppia
400
euro
al

                                   mese
in
singola

G . A . S 
Cimarosa 1 - L’abitare multietnico




                                     Politecnico di Milano 
                                     Facoltà del Design 
                                     Corso
di
Laurea
Specialis;ca

                                     in
Industrial
Design


                                     Laboratorio
di
Sintesi

                                     Sezione
Servizi

                                     Prof.
Ezio
Manzini

                                     Prof.sa
Ilaria
Marelli

                                     Prof.sa
Nicole8a
Morrone

                                     Prof.sa
Giovanna
Vitale


                                     Gruppo:
364


                                     Studen;:

                                     Daria Cantù 
                                     Raffaella CiCerio 
                                     Liat Rogel 
Cimarosa 1 - L’abitare multietnico




                  Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
Azioni dal basso – Vassil Boyadjiev
                                                                                     nato
a
Sofia






                                                                                     residente
a
Pioltello
dal

                                                                                    1999


                                                                                     laureato
in
ingegneria

                                                                                    aereonau;ca


                                                                                     dal
1994
al
1996
ha

                                                                                    occupato
la
posizione
di

                                                                                    Rappresentante
della

                                                                                    Compagnia
Aerea
bulgara.



                                                                                     dal
2001
è
;tolare
di

                                                                                    Sferyx,
azienda
di
soXware

                                                                                    per
internet.





                  Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
Kit di valutazione
                                                                                             1.
incen;vare
e
indirizzare

                                                                                             la
conversazione
e
capire

                                                     3. Deduzione dei valori
1. Scelta delle immagini                                                                     alcuni
elemen;
valoriali:


                                                                                              
integrazione 

                                                                                              relazioni sociali nel  
                                                                                                 condominio 

                                                                                              
qualità  
                                                                                                 dell’ambiente 

                                                                                              
sicurezza 
                                                            pulizia e gestione rifiuti
                                                                                               volontà di 
                                                                                                 partecipare   
                                                                                                 al cambiamento 
2. Composizione del kit
                                                            sicurezza e controllo
                                                                                             2.
individuare
i
primi

                                                                                             problemi
che
la

                                                                                             coopera;va
dovrebbe

                                                                                             affrontare

                                                            manutenzione




                                                            gli spazi interni




                           Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
P - KIT


                  1

                  Facilitator’s helper




  2
Communication
between
facilitator and
habitant
Picture cards                               Creating the cards

►  give a uniform aspect to the pictures,   The residents, together with
give quality.                               facilitators, choose about 20
►  flexible                                 pictures from the ones taken and
►  easy to archive.                         create the cards


 P - KIT
P - KIT
La televisione di Roman – parte seconda
                                                                                              Ai servizi offerO

  1                  2                                      3 
                                                                                            Servizio
di
pulizia
e

                                                                                            ges;one
rifiu;.


                                                                                              contaQ con i  
                                                                                                consiglieri 

                                                                                             
locale deposito 

                                                                                             
lab. di restauro 

                                                                                             
contaCo con le  
                                                                                                aziende esterne 
                                                                  Da riciclare 
4.A  Da riciclare                                        4.B 
                                                                                              assistenza 




                          Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
Cooperativa di condomini
                                                                                    LEGENDA 








                Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
Zeithaml
e
Bitner

STORY-BOARD




              PLAY
Links




http://www.service-design-network.org/

http://www.designcouncil.org.uk/en/About-Design/Design-Disciplines/
Service-design-by-Bill-Hollins/
11.02.2009




Thank you!!

Service design: some things to talk about?

Liat Rogel

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Rogel_Ixda_11_02_09

  • 1. 11.02.2009 Service design: some things to talk about. Liat Rogel
  • 2. Me Israel •  Graphic design studies •  The world (part of it…) •  Italy •  Industrial Design •  Service Design •  Berlin •  www.seeds-design.com • 
  • 3. Service Design - Definition Service Design is the activity of planning and organizing people, infrastructure, communication and material components of a service, in order to improve its quality, the interaction between service provider and customers and the customer's experience. wikipedia
  • 4. Service Design – Different worlds ‘Traditional’ service design (marketing). Service design for sustainability. •  ecological, social, economical issues •  creative communities (Ezio Manzini) •  urban participation
  • 5. Service Design - Methodology See Identification of the actors and the market Foresee Definition of possible service scenarios Make people see Representation of the service (define, prototype and test)
  • 6. See, make people see, foresee Benchmarking Interviews Survey Co-design + tools Mood board Mood video Scenarios - www.sustainable-everyday.net storyboard System map Blueprinting …
  • 8. ALTERNATIVE ESISTENTI 


Breve
termine
 Breve
termine
 
Costo
maggiore
 Costo
minore
 Condivisione
con
pochi
 Condivisione
con
mol;
 RooMatch ALBERGHI  OSTELLI  Breve
termine
 40
–
80
euro
a
no8e
 20
‐30
euro
a
no8e
 in
stanza
singola
 in
stanza
con
6
 Costo
minore
 persone
 Condivisione
con
pochi
 Lungo
termine
 Costo
minore
 Condivisione
con
pochi
 APPARTAMENTI   IN AFFITTO  250
euro
al
mese
in
 doppia
400
euro
al
 mese
in
singola

  • 10. Cimarosa 1 - L’abitare multietnico Politecnico di Milano  Facoltà del Design  Corso
di
Laurea
Specialis;ca
 in
Industrial
Design
 Laboratorio
di
Sintesi
 Sezione
Servizi
 Prof.
Ezio
Manzini
 Prof.sa
Ilaria
Marelli
 Prof.sa
Nicole8a
Morrone
 Prof.sa
Giovanna
Vitale
 Gruppo:
364
 Studen;:
 Daria Cantù  Raffaella CiCerio  Liat Rogel 
  • 11. Cimarosa 1 - L’abitare multietnico Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
  • 12.
  • 13.
  • 14. Azioni dal basso – Vassil Boyadjiev  nato
a
Sofia




  residente
a
Pioltello
dal
 1999
  laureato
in
ingegneria
 aereonau;ca
  dal
1994
al
1996
ha
 occupato
la
posizione
di
 Rappresentante
della
 Compagnia
Aerea
bulgara.

  dal
2001
è
;tolare
di
 Sferyx,
azienda
di
soXware
 per
internet.
 Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
  • 15. Kit di valutazione 1.
incen;vare
e
indirizzare
 la
conversazione
e
capire
 3. Deduzione dei valori 1. Scelta delle immagini alcuni
elemen;
valoriali:
  
integrazione   relazioni sociali nel       condominio   
qualità       dell’ambiente   
sicurezza  pulizia e gestione rifiuti   volontà di      partecipare        al cambiamento  2. Composizione del kit sicurezza e controllo 2.
individuare
i
primi
 problemi
che
la
 coopera;va
dovrebbe
 affrontare
 manutenzione gli spazi interni Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
  • 16. P - KIT 1 Facilitator’s helper 2 Communication between facilitator and habitant
  • 17. Picture cards Creating the cards ►  give a uniform aspect to the pictures, The residents, together with give quality. facilitators, choose about 20 ►  flexible pictures from the ones taken and ►  easy to archive. create the cards P - KIT
  • 19.
  • 20.
  • 21.
  • 22.
  • 23. La televisione di Roman – parte seconda   Ai servizi offerO
 1  2  3  Servizio
di
pulizia
e
 ges;one
rifiu;.
   contaQ con i       consiglieri   
locale deposito   
lab. di restauro   
contaCo con le       aziende esterne  Da riciclare  4.A  Da riciclare  4.B    assistenza  Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
  • 24. Cooperativa di condomini   LEGENDA 



 Lab. Di sintesi finale Daria Cantù_Raffaela Citterio_Liat Rogel
  • 26. STORY-BOARD PLAY
  • 28. 11.02.2009 Thank you!! Service design: some things to talk about? Liat Rogel