4th Berlin Service Design Drinks took place at innovation consultancy Dark Horse’s beautiful office space. A short input talk gave an overview on how service design can be applied by start-up companies — and service designers can provide value for their young business. A follow-up exercise made one tool that’s being used more tangible. Afterwards there was plenty of time for conversations and drinks.
What are you building? A digital product, you think? Think again! Almost certainly you are building a service, not a product – although your product managers, product owners and maybe even digital product designers make you believe the opposite.
This 90 min workshop showed you why to consider your offer as a service. It introduced to a service mindset, characteristics of services as well as useful service design tools. The workshop consisted of short inputs and related hands-on sessions. The are the slides of the workshop’s input.
Companies need to learn how to apply service design themselves – instead of relying only on external experts. This edition of Service Design Drinks followed a pragmatic approach that provides best practices on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed.
This edition took place at BCG Digital Ventures amazing Mitte office. The speaker was Manuel Großmann, co-founder of Fuxblau.
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015 Service Design Berlin
This slide deck ‘Prototyping Public Services’ was created by Katrin Dribbisch and presented at the GovJam 2015 in Berlin. It covers examples of design thinking and service design in the public sector and the use of prototyping in particular.
Strategising with Service as Business Logic / Service Design DrinksService Design Berlin
Service design is en vogue. These days even the most hesitating companies engage in little experiments with the ‘new discipline’. A myriad of methods and tools are taught and trained. ‘Mindsets’ we say have to be developed; philosophies shaped … And yet: Service designers still have a hard time legitimizing their ways of working to all these people in organization who do not seem to ‘get it.’ It still is hard to get really holistic service systems to work. When it comes to implementation, great experience concepts often face resistance not only from operations but also due to a lack of strategic direction. The problem is: When reasoning with top management, service designers are rarely on eye-level. This is not only because of current power structures but also because our notions of service design conceptualize the young field in a rather narrow way. Honestly, most predominant ideas of service design aren’t strategic at all.
The HPI research fellow Jan Schmiedgen gave a glimpse into Service-Dominant Logic, an admittedly abstract but extremely handy theory of service, which provides you with a strategic lens on how to run your business, (re)define your market and even your industry boundaries. Amongst scholars Service-Dominant Logic is already perceived as a new marketing paradigm; a lens to view all economic activity in the world. For you as serve designers it might be a good foundation to base your strategic conversations with top-management on. If you really want to make ‘service thinking’ central to all our business activities, there is no getting around Service-Dominant Logic.
The talk took place at the epicenter of the Berlin tech community – Factory Berlin in Mitte.
Factory is the first and largest startup campus in Germany. With over 16,000 square meters of office space, Factory brings best in class technology businesses together with early stage startups and talents by providing an outstanding work environment, a curated community of founders and quality events.
This presentations shows how User Research is applied in real project work. Examples of different User Research methods are given.
The slides were presented at the Design Thinking Meetup in Warsaw in June 2014.
After a terrific Gov Jam in early June ‘public service design’ was the topic of the summer Service Design Drinks in Berlin. A short input was followed by an interactive hands-on session as well as drinks and mingling afterwards. Olaf Lewitz, an independent organisational coach, was facilitating the interactive part of the evening.
How about improving your skills in visual thinking and drawing? Berlin’s first Service Design Drinks in 2013 covered the why, when and how of being visual and helped unleashing hidden abilities with 3 exercises. The meet-up took place at Café Nest in Berlin-Kreuzberg with more than 60 attendees. Here is the input and exercise part in a slide deck.
What are you building? A digital product, you think? Think again! Almost certainly you are building a service, not a product – although your product managers, product owners and maybe even digital product designers make you believe the opposite.
This 90 min workshop showed you why to consider your offer as a service. It introduced to a service mindset, characteristics of services as well as useful service design tools. The workshop consisted of short inputs and related hands-on sessions. The are the slides of the workshop’s input.
Companies need to learn how to apply service design themselves – instead of relying only on external experts. This edition of Service Design Drinks followed a pragmatic approach that provides best practices on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed.
This edition took place at BCG Digital Ventures amazing Mitte office. The speaker was Manuel Großmann, co-founder of Fuxblau.
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015 Service Design Berlin
This slide deck ‘Prototyping Public Services’ was created by Katrin Dribbisch and presented at the GovJam 2015 in Berlin. It covers examples of design thinking and service design in the public sector and the use of prototyping in particular.
Strategising with Service as Business Logic / Service Design DrinksService Design Berlin
Service design is en vogue. These days even the most hesitating companies engage in little experiments with the ‘new discipline’. A myriad of methods and tools are taught and trained. ‘Mindsets’ we say have to be developed; philosophies shaped … And yet: Service designers still have a hard time legitimizing their ways of working to all these people in organization who do not seem to ‘get it.’ It still is hard to get really holistic service systems to work. When it comes to implementation, great experience concepts often face resistance not only from operations but also due to a lack of strategic direction. The problem is: When reasoning with top management, service designers are rarely on eye-level. This is not only because of current power structures but also because our notions of service design conceptualize the young field in a rather narrow way. Honestly, most predominant ideas of service design aren’t strategic at all.
The HPI research fellow Jan Schmiedgen gave a glimpse into Service-Dominant Logic, an admittedly abstract but extremely handy theory of service, which provides you with a strategic lens on how to run your business, (re)define your market and even your industry boundaries. Amongst scholars Service-Dominant Logic is already perceived as a new marketing paradigm; a lens to view all economic activity in the world. For you as serve designers it might be a good foundation to base your strategic conversations with top-management on. If you really want to make ‘service thinking’ central to all our business activities, there is no getting around Service-Dominant Logic.
The talk took place at the epicenter of the Berlin tech community – Factory Berlin in Mitte.
Factory is the first and largest startup campus in Germany. With over 16,000 square meters of office space, Factory brings best in class technology businesses together with early stage startups and talents by providing an outstanding work environment, a curated community of founders and quality events.
This presentations shows how User Research is applied in real project work. Examples of different User Research methods are given.
The slides were presented at the Design Thinking Meetup in Warsaw in June 2014.
After a terrific Gov Jam in early June ‘public service design’ was the topic of the summer Service Design Drinks in Berlin. A short input was followed by an interactive hands-on session as well as drinks and mingling afterwards. Olaf Lewitz, an independent organisational coach, was facilitating the interactive part of the evening.
How about improving your skills in visual thinking and drawing? Berlin’s first Service Design Drinks in 2013 covered the why, when and how of being visual and helped unleashing hidden abilities with 3 exercises. The meet-up took place at Café Nest in Berlin-Kreuzberg with more than 60 attendees. Here is the input and exercise part in a slide deck.
Exploring Service Design: User Experience Beyond the ScreenAriel van Spronsen
A look at service design: What is is, and how it related to user experience design. Presented at Refresh Bellingham January 2010 (and again at Infocamp 2010).
Subsections:
- Context
- What is Service Design?
- Service Design Concepts
- Service Design Practice
- User Experience Beyond the Screen
- Resources
Please note that the work contained in the slides on Concepts and Processes are a compilation of key concepts from the work of other thinkers in Service Design. The works have been attributed to their authors and are not my original work. All other slides are my thinking and work.
PARK's director Tim Selders talks about the role of design in business innovation.
Topics that he addresses are:
- the maturing of design in different industries
- the financial value design prooves to deliver
- the integration of design into other business functions,
- ending with the role of design in business innovation.
Bootstrapping the Information Architecture (Italian IA Summit)Peter Boersma
When I design, it is in the early stages of an interactive system’s life. There are no widgets to place on screens, or menus to collapse or expand. No wireframes, no screen flows, no accessibility or SEO issues. No search, no controlled vocabulary, no settings screens or personalisation options to design. In short: the project needs to be bootstrapped.
I am involved when a lot of things need to be explored and modelled; the scope and environment of the system, the core concepts that make up its parts, their relationships and their names. So what do we produce in that stage? Mostly so-called concept diagrams.
In this talk, I explain what concept diagrams are, referencing other people’s experiences as well as my own, and how they are useful when a design needs to be bootstrapped. I show how I have used variations of them in recent assignments for KLM and the City of Amsterdam, among others. I will try to convince you that you should create one for each and every situation that needs bootstrapping.
Multiple-channel business model
Bridging service innovation in China
Abstract:
Since the 1960s, design has shifted from manufacturing, market, and now to a customer-focused era. We have undergone the Industrial Age and the Information Age, and now are at the “Smart Age”. In western worlds, these three ages were iterated one after another. However in China, this evolution
was accelerated by “joint innovation”. In this intersected age, neither just having online nor offline model can fix the issues that we have in user experience and service. With this, we witness service design with multiple-channel business model emerging in front of people’s eyesight.
Innovation:
At this great SDN event, Cathy and Xue will provide a glimpse of the unique characteristics of service innovation process in china for guests from all parts of the world through interaction and co-creation. With their 13 years of abundant project experience, they hold a deep interpretation and sharp sense of connections and challenges among industries. Additionally, they have gained a wealth of insight on trends and road paths in China while rubbing shoulders with many industry leaders. No doubt their sharing will amaze the audience and ignite a round of heated discussion.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Bridgeable: Celebrating 10 years of Insight and ImpactBridgeable
Over the last 10 years, we've introduced the use of service design methods and tools to a variety of not-for-profit and caused-based organizations. This is a compilation of those case studies.
After a little summer break Service Design Drinks came back for the serious things in life: How do you design for financial services? What are the special challenges when working on experiences around people’s future well-being and prosperity? How do you build trust? Or even turn future financial planning even into a little fun?
Nina Birri and Sebastian Frederick Müller are service designers at SI Labs in Berlin and were the evening’s guest speakers. Sebastian designs for financial technology since 2011, most prominently working on mobile applications for ING-DiBa. Nina has a background in business and economics and previously led design thinking projects for the Zürcher Kantonalbank.
Their lightning talk on ‘Designing for Financial Services’ was followed by an interactive hands-on exercise. Afterwards there was time for drinks and mingling.
Design revolutions - A short history of designSnook
A presentation we've been giving regularly on why design thinking and service design exists. Now and through the ages of professionalised design to an open series of tools and methods for organisations to put people first.
The Rise of Experiential Design – What You Need to SucceedFITC
FITC events. For digital creators.
Save 10% off ANY FITC event with discount code 'slideshare'
See our upcoming events at www.fitc.ca
The Rise of Experiential Design – What You Need to Succeed
with Jason White
OVERVIEW
“Why does Experiential Design matter?” Within his talk, Jason White answers this question via his firsthand accounts. Jason delves into the current state of affairs within the creative industry, discussing its newest and most exciting prospects and providing invaluable insights into embracing them to make an impact.
In these amazing times, the industry is changing fast. Emerging technologies create new opportunities to reach audiences like never before with engaging media experiences in public spaces. Attendees will learn how media production is shifting from traditional formats to exciting new platforms, from off-the-screen into dynamic physical spaces. From exciting new exhibitions to public installations and mind-blowing entertainment, Jason shares an arsenal of new techniques to build these kinds of experiences, including projection mapping, virtual reality, and immersive environments.
Jason offers an intimate insight into the growing Experiential Design industry –– what it means to you, and how to apply it to your next big project. He also addresses the question of how these new technologies will affect your career and workflow, and how to adapt to them.
Through these expository observations, you will learn how to create successful projects for you and your clients.
OBJECTIVE
To equip you with the tools to create dynamic experiences for physical spaces.
SIX THINGS AUDIENCE MEMBERS WILL LEARN
How to incorporate experiential techniques into your next big project
Experiential project development workflow
New ways to persuade, stimulate, and entertain audiences
How to create engaging experiences
The building blocks for a solid conceptual base to create engaging content
How to successfully carry a project from concept to final execution and live event
This presentation was done as a quick research project based on my interest and curiosity about service design. I would like to integrate this with my personal brand.
Roberta Tassi - The Commoditisation of Design ToolsUX Lausanne
Roberta shares her reflection about the existing user experience practice and methodologies. She explains the risks of poorly applying research and synthesis tools, and gives inspiring cutting-edge cases and examples of good practice.
A UX Designer's influence on the roadmap of My AmsterdamPeter Boersma
When the City of Amsterdam was looking for someone to define, design and manage the roadmap of a future product that they called the “Integrated Customer View”, they ran into Peter Boersma. With his design background and consulting experience, he might pull off the first two parts of the assignment, but would he also be able to act as product manager and manage the product’s roadmap? In this presentation, Peter describes how the team around him changed and how his influence on the roadmap changed with it, as the product - now renamed to My Amsterdam - went from sketch, via prototype and product, to platform.
The pecha-kucha style winner presentations on November 3 were a big hit with the audience, consisting of service design practitioners, enthusiasts and professionals, revealing key insights into the process, learnings, challenges and outcomes of 5 award-winning, world class service design projects. We look forward to sharing the footage of these best practice cases in the coming weeks and are proud to congratulate and showcase the 9 finalists and the 5 winners for their exceptional projects.
Would you like service design with that? Presented by Suze Ingram at Web Dire...suzeingram
Service design focuses on understanding what customers want, then designing services which meet their needs. Sound familiar? Web designers have focused on user-centred design for years to create websites and applications that are user friendly.
Service design is well established in Europe and North America and there’s already a handful of Australian businesses offering service design. What is it? Does experience in designing for screen interaction translate to designing services too? Will service design be the next big thing?
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
In its essence, services are intangible and we only perceive them through artefacts and interactions. So, how can we “see” them before they exist? “Being visual” is one of the first rules for any brainstorming session. It is a common strategy to communicate ideas, data, service and business concepts.
The second Service Design Drinks of 2015 was about the basics of visual literacy and how we can apply them to support the design of services. Our new team member Mauro Rego gave an introduction and demonstrated tools and examples of visualisation in service design.
It took place at the great Service Innovation Labs’ office in Berlin-Kreuzberg.
Companies need to learn how to apply Service design themselves – instead of relying only on external experts. The session at KISD Conference on 2015 followed a pragmatic approach that provides best practises on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation was to shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed.
Manuel Großmann and Martin Jordan presented at KISD Conference on May 18 under the overarching topic of ‘Refining the Meaning of Design’
Exploring Service Design: User Experience Beyond the ScreenAriel van Spronsen
A look at service design: What is is, and how it related to user experience design. Presented at Refresh Bellingham January 2010 (and again at Infocamp 2010).
Subsections:
- Context
- What is Service Design?
- Service Design Concepts
- Service Design Practice
- User Experience Beyond the Screen
- Resources
Please note that the work contained in the slides on Concepts and Processes are a compilation of key concepts from the work of other thinkers in Service Design. The works have been attributed to their authors and are not my original work. All other slides are my thinking and work.
PARK's director Tim Selders talks about the role of design in business innovation.
Topics that he addresses are:
- the maturing of design in different industries
- the financial value design prooves to deliver
- the integration of design into other business functions,
- ending with the role of design in business innovation.
Bootstrapping the Information Architecture (Italian IA Summit)Peter Boersma
When I design, it is in the early stages of an interactive system’s life. There are no widgets to place on screens, or menus to collapse or expand. No wireframes, no screen flows, no accessibility or SEO issues. No search, no controlled vocabulary, no settings screens or personalisation options to design. In short: the project needs to be bootstrapped.
I am involved when a lot of things need to be explored and modelled; the scope and environment of the system, the core concepts that make up its parts, their relationships and their names. So what do we produce in that stage? Mostly so-called concept diagrams.
In this talk, I explain what concept diagrams are, referencing other people’s experiences as well as my own, and how they are useful when a design needs to be bootstrapped. I show how I have used variations of them in recent assignments for KLM and the City of Amsterdam, among others. I will try to convince you that you should create one for each and every situation that needs bootstrapping.
Multiple-channel business model
Bridging service innovation in China
Abstract:
Since the 1960s, design has shifted from manufacturing, market, and now to a customer-focused era. We have undergone the Industrial Age and the Information Age, and now are at the “Smart Age”. In western worlds, these three ages were iterated one after another. However in China, this evolution
was accelerated by “joint innovation”. In this intersected age, neither just having online nor offline model can fix the issues that we have in user experience and service. With this, we witness service design with multiple-channel business model emerging in front of people’s eyesight.
Innovation:
At this great SDN event, Cathy and Xue will provide a glimpse of the unique characteristics of service innovation process in china for guests from all parts of the world through interaction and co-creation. With their 13 years of abundant project experience, they hold a deep interpretation and sharp sense of connections and challenges among industries. Additionally, they have gained a wealth of insight on trends and road paths in China while rubbing shoulders with many industry leaders. No doubt their sharing will amaze the audience and ignite a round of heated discussion.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Bridgeable: Celebrating 10 years of Insight and ImpactBridgeable
Over the last 10 years, we've introduced the use of service design methods and tools to a variety of not-for-profit and caused-based organizations. This is a compilation of those case studies.
After a little summer break Service Design Drinks came back for the serious things in life: How do you design for financial services? What are the special challenges when working on experiences around people’s future well-being and prosperity? How do you build trust? Or even turn future financial planning even into a little fun?
Nina Birri and Sebastian Frederick Müller are service designers at SI Labs in Berlin and were the evening’s guest speakers. Sebastian designs for financial technology since 2011, most prominently working on mobile applications for ING-DiBa. Nina has a background in business and economics and previously led design thinking projects for the Zürcher Kantonalbank.
Their lightning talk on ‘Designing for Financial Services’ was followed by an interactive hands-on exercise. Afterwards there was time for drinks and mingling.
Design revolutions - A short history of designSnook
A presentation we've been giving regularly on why design thinking and service design exists. Now and through the ages of professionalised design to an open series of tools and methods for organisations to put people first.
The Rise of Experiential Design – What You Need to SucceedFITC
FITC events. For digital creators.
Save 10% off ANY FITC event with discount code 'slideshare'
See our upcoming events at www.fitc.ca
The Rise of Experiential Design – What You Need to Succeed
with Jason White
OVERVIEW
“Why does Experiential Design matter?” Within his talk, Jason White answers this question via his firsthand accounts. Jason delves into the current state of affairs within the creative industry, discussing its newest and most exciting prospects and providing invaluable insights into embracing them to make an impact.
In these amazing times, the industry is changing fast. Emerging technologies create new opportunities to reach audiences like never before with engaging media experiences in public spaces. Attendees will learn how media production is shifting from traditional formats to exciting new platforms, from off-the-screen into dynamic physical spaces. From exciting new exhibitions to public installations and mind-blowing entertainment, Jason shares an arsenal of new techniques to build these kinds of experiences, including projection mapping, virtual reality, and immersive environments.
Jason offers an intimate insight into the growing Experiential Design industry –– what it means to you, and how to apply it to your next big project. He also addresses the question of how these new technologies will affect your career and workflow, and how to adapt to them.
Through these expository observations, you will learn how to create successful projects for you and your clients.
OBJECTIVE
To equip you with the tools to create dynamic experiences for physical spaces.
SIX THINGS AUDIENCE MEMBERS WILL LEARN
How to incorporate experiential techniques into your next big project
Experiential project development workflow
New ways to persuade, stimulate, and entertain audiences
How to create engaging experiences
The building blocks for a solid conceptual base to create engaging content
How to successfully carry a project from concept to final execution and live event
This presentation was done as a quick research project based on my interest and curiosity about service design. I would like to integrate this with my personal brand.
Roberta Tassi - The Commoditisation of Design ToolsUX Lausanne
Roberta shares her reflection about the existing user experience practice and methodologies. She explains the risks of poorly applying research and synthesis tools, and gives inspiring cutting-edge cases and examples of good practice.
A UX Designer's influence on the roadmap of My AmsterdamPeter Boersma
When the City of Amsterdam was looking for someone to define, design and manage the roadmap of a future product that they called the “Integrated Customer View”, they ran into Peter Boersma. With his design background and consulting experience, he might pull off the first two parts of the assignment, but would he also be able to act as product manager and manage the product’s roadmap? In this presentation, Peter describes how the team around him changed and how his influence on the roadmap changed with it, as the product - now renamed to My Amsterdam - went from sketch, via prototype and product, to platform.
The pecha-kucha style winner presentations on November 3 were a big hit with the audience, consisting of service design practitioners, enthusiasts and professionals, revealing key insights into the process, learnings, challenges and outcomes of 5 award-winning, world class service design projects. We look forward to sharing the footage of these best practice cases in the coming weeks and are proud to congratulate and showcase the 9 finalists and the 5 winners for their exceptional projects.
Would you like service design with that? Presented by Suze Ingram at Web Dire...suzeingram
Service design focuses on understanding what customers want, then designing services which meet their needs. Sound familiar? Web designers have focused on user-centred design for years to create websites and applications that are user friendly.
Service design is well established in Europe and North America and there’s already a handful of Australian businesses offering service design. What is it? Does experience in designing for screen interaction translate to designing services too? Will service design be the next big thing?
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
In its essence, services are intangible and we only perceive them through artefacts and interactions. So, how can we “see” them before they exist? “Being visual” is one of the first rules for any brainstorming session. It is a common strategy to communicate ideas, data, service and business concepts.
The second Service Design Drinks of 2015 was about the basics of visual literacy and how we can apply them to support the design of services. Our new team member Mauro Rego gave an introduction and demonstrated tools and examples of visualisation in service design.
It took place at the great Service Innovation Labs’ office in Berlin-Kreuzberg.
Companies need to learn how to apply Service design themselves – instead of relying only on external experts. The session at KISD Conference on 2015 followed a pragmatic approach that provides best practises on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation was to shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed.
Manuel Großmann and Martin Jordan presented at KISD Conference on May 18 under the overarching topic of ‘Refining the Meaning of Design’
How do branding and service design fit together? While one concept manages expectations, the other manages experiences. Combining both approaches allows creating brand experience for the benefit of customers as well as for companies. The concept of ‘Brand Services’ are “give-away services” that address relevant user needs and at the same time convey a brand message. In this talk and hands-on exercise, Christian Vatter shows how creating value for people and promoting business goes hand-in-hand.
Christian Vatter is user psychologist and brand consultant. He founded Rlevance Consulting, a human centered business consultancy with a specialty in creating meaningful brands and value-adding customer experiences. In his work he often combines service design with branding techniques to create sustainable bonds with customers. He wrote various articles on this topic and speaks at international conferences.
During the second half of the 20th Century, the western world lost touch with what used to be one of the most sophisticated and ritualistic service experiences of all time: funerals. Post-war Europe turned its back on flamboyant funeral traditions, leaving our modern mourning rituals to become unadapted and superficial, orchestrated by a predominantly conservative, stagnating and profit-oriented industry.
But things are starting to change. New generations are making steps to break this exhausted taboo, and bring death back into the circle of life… We feel that as designers, we too have our role to play in the comeback of this human-centric service.
As founding members of the Re.Designing Death Movement, Virginie, a Designer and Cori an Innovation Facilitator shared with us their mission to bring death to the forefront of innovation. The duo – both incidentally workshop experts – invited us to discover one of their gamified ideation activities, where we attempted to bring humanity into this service offering, and put the ‘fun' back into ‘funerals'.
Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründer...Service Design Berlin
This is the presentation Olga and Manuel gave during a 4-hour course at Gründerszene. The course gave an introduction into the topic service design. During interactive sessions 3 important service design tools were explored: Personas, User Journeys and the Service Blueprint.
The slides are mostly in German.
Gründerszene is the largest online-magazine for startups in Germany and also offers educational courses around important startup topics.
This presentation provides an introduction to Service Design. It underlines the relevance of the topic. The second part focuses on designers in Berlin and explains where Service Designers can work in Berlin and how to gain further knowledge in the field.
The presentation was shown at the International Design Center in berlin (IDZ) as part of the "Design & Company" program in September 2013.
The internet of things is surrounding us. We are wearing fitness bands around our wrists, have scales in our bathroom connected to our smartphones and a smoke detector to send us a notification in case of fire.
How can we integrate this new generation of connected products into existing or new services? How can we incorporate them into services ranging from the smart home to smart car to smart city?
This special edition of Service Design Drinks took place at Fab Lab Berlin and invited service designer, service innovators, makers and entrepreneurs to discuss the application and integration of connected things into future services. Three speakers from renown companies gave short input talks, followed by an interactive session and time for further exchange. The guest speakers were:
• Hannes Jentsch, Independent Design Consultant
• Thomas Schörner, Design Lead IoT, SAP
• Ricardo Brito, UX & Service Designer, Futurice
Service Design Drinks started off into their 5th year. This edition discussed one of the most important services – education.
Our own Manuel – who recently co-organised a summit on the future of education – shed light on educational services in Germany with focus on digital tools. He presented a study, discuss today’s challenges and potential approaches to them.
To fit the topic the event took place at the ‘Evangelische Schule Berlin Zentrum’, known for its application of design thinking in the classroom.
What do people use a service for? What problem are they trying to solve? This edition of Service Design Drinks introduced to a tool based on the increasingly popular jobs-to-be-done framework. It helps you to better understand problems with a fresh approach by examining contexts and describing desired outcomes.
This edition’s presenters Thomas Hütter, Hannes Jentsch and Martin Jordan are system and experience designers at HERE, a Nokia business. In the past year they reviewed the internal design processes and explored new tools that are worth sharing.
The Berlin spring drinks invite you to discuss and explore service innovation in the retail sector. What are business challenges? What are emerging drivers? What behavioural changes can be observed?
Guest speaker Johannes Wrubel, an independent brand consultant, will give an introductory talk. Afterwards a hands-on session will make the topic tangible for you. It’s followed by open mingling at the beautiful Fjord Berlin office.
What does it take to improve existing public services? Or create new ones which better address citizens’ needs? Which stakeholders need to be involved in order to have real impact? Which organisational set-up is required to create public value?
After recently visiting the ‘Politics for Tomorrow’ conference and being deeply inspired, we invited to an evening on ‘Designing services for the public’. While we discussed the basics in a meet-up two years ago, we took it a step further this time. What can we learn from international government labs for Germany? What are the pressing issues which need to be addressed? How can we as service designers contribute to this change?
Looking at examples from other parts of the world our very own Katrin Dribbisch and Martin Jordan pitched idea of running a ‘Public Service Lab’ in summer 2016 in Berlin. The event took place in the brand-new office of Fjord Berlin in Prenzlauer Berg.
The first ever Global Gov Jam in its Berlin edition — 2 days to innovate the public sector with 20 energetic jammers from gov, design, research and communication.
This is the documentation of the jam in German.
How do you make an entire service visible? And align frontstage customer experience with backstage business processes? April’s Service Design Drinks in Berlin gave an introduction to one of the most central delivery tools and artefact in service design. A comprehensive input was followed by a related hands-on session.
Master thesis: "Enhancing staff engagement in a Social Business through exten...Caroline Chaffin
Thesis by Caroline Chaffin.
MBA programme in Service Innovation & Design.
Case company: Monsterbedriften Social Entrepreneur
"The purpose is to study how service design thinking can be applied in a social business to engage the people at the heart of the business i.e. staff in service development. Visualization tools and methods from service design was used to create an «Engagement tool-kit» that applied visualization extensively. The aim was to bring a starting point for boosting staff engagement in a social business and give substance to ideas that the case company could realize".
The workplace of the future is adapting to the demands of a worker who has always known collaborative technology, and physical location is no longer a barrier to connection. In this eBook, experts in employee engagement and workplace design discuss how all companies can create a more connected place, regardless of size or budget.
Companies and other organisations know they need to switch perspective: from inside-out to outside-in, from optimising productivity and operations to understanding their customer's experience and spotting opportunities. Beyond measuring satisfaction or getting creative for new products and services, how to inform our strategic choices by looking at the enterprise from the customer's eye?
Modelling customer experience helps organisations change their perspective. But answers don't magically fall out of a map or a persona. Instead, we must facilitate conversations with all relevant co-creators to establish a shared understanding of what really matters to customers – and what that means for our own priorities, activities and desired outcomes as an enterprise.
In this webinar, Jim Kalbach and Milan Guenther will show how to use an experience lens to identify customer priorities and needs, and how to collaboratively interpret and map out these insights to create a common understanding. Starting out from strong customer-driven approaches such as Jobs-to-be-Done and Top Task Identification, they will demonstrate how to use align on value created to make the link to key choices in product and service design, business architecture and organisational change.
UX 101: A quick & dirty introduction to user experience strategy & designMorgan McKeagney
A quick & dirty intro to UX strategy & design. Some context, some fundamentals, some current & emerging trends, and some useful resources for the absolute beginner.
First delivered @ the NDRC Launchpad startup accelerator in Dublin, Ireland, 16/10/2014. (www.ndrc.ie)
The second Service Design Drinks of the year brought Francesca Terzi - Service Design Lead at Designit - to nerd together about the possible futures of finance.
As Service Designer, she believes that there are plenty of professionals out there who are also trying to understand what is happening in the fintech and finance world and also wondering what that means for them as professionals.
Francesca is a passionate designer seeking to make a change in the financial sector through the application of User-Centered Design and Agile principles. In the past 7 years, she worked in the development of service MVPs covering UX, agile development and service process improvements in several sectors. Knowledge sharing is her driver and she co-organises the Service Design Drinks and Global Service Jam in Munich.
Design Thinking Guide for Successful Professionals- Chapter 1archholy
Design thinking is a powerful thinking tool which could drive a brand, business or an individual forward positively. It is also a part and parcel way of thinking that designers go through in their minds in every single design project. Thinking like a designer can transform the way organizations develop products and services on the front end, while improving processes and strategy to the backend. It is a way of simply thinking and ideating on a solution to address a problem or better meet a customer need. It is a process focused on solutions and not the problem.
This is a 182-page power packed book that will provide insights on how to solve problems creatively using proven design thinking tools
Download PDF Book here: https://payhip.com/b/hM4U
Download iTunes eBook here: https://itunes.apple.com/us/book/complete-design-thinking-guide/id1022432207?ls=1&mt=11
Preview Book here: http://www.emerge-creatives.com/#!design-thinking-guide-for-success/c5jg
Twitter: @designthinkbook
Facebook: https://www.facebook.com/designthinkingbook/
Who is Listening, and Why? Audience, Purpose, & Presentation SkillsSarah Glova
Presentation delivered to senior design students in The Fitts Department of Industrial and Systems Engineering at NC State.
Topic: Why is it important to adapt your presentation message to fit your audience, and how can you craft a message that communicates your purpose?
Adopting a Design Thinking methodology is critical to modern product design. Or so you’ve been told. Yet, a Design Thinking process doesn’t guarantee a transformation of your design culture, nor does it mean you’ll end up with a better product. Why is this? People. After interviewing local start-up designers and developers, Chris will delve into the common missteps that plague your fellow designers and team leaders. He’ll also share his philosophy on how designers can better position Design Thinking in their organizations to ensure it takes root and blossoms.
Salary guide, most in-demand technology jobs and other insights - Quarterly N...M&T Resources
M&T Resources has just released our quarterly update which recaps the first quarter of 2015.
It contains some insights into hiring in the technology and business market, along with some M&T Resources news.
A few highlights of this issue:
- Chris reflects on the recent client event we held at the Australian Open Women's Grand Final when he didn't make a sale, but made quite a few friends.
- Our Regional Directors report on some of the most exciting technology projects and the intense competition for Business Analysts and CRM people.
- Most in-demand contract and permanent roles, highest paid permanent roles and most actively hiring industries.
- Salary movements of technology and business roles.
- Prosci Change Management training now offered by SMS / M&T Resources.
- Recap on the Future of Project Management Meetup.
- Industry news.
What if we had a method we could use with clients to better understand their stakeholder landscape and that would help us do more effective UX work? What if it was more like a consulting method instead of a design deliverable? Could that help us choose research, design and evaluation methods more effectively so we could have more impact on our projects?
Introduction to the Design management models Double Diamond and Agile for BA students at the University of Applied Science Hof, Bavaria, Germany, 16.06.2015
Both model have been illustrated with the use of one case study (myJustice for Double Diamond) and one currently running project (Advocate Defence Payments for Agile).
Designing Better Experiences - A Digital Masterclass for the Financial Sector...Matt Gibson
A Digital Masterclass presented at http://www.masterclassing.com/events/digital-finance-london/ on 18th November 2014. This was a case study showing the value of user experience in the finance sector, looking at how Cyber-Duck applied human-centred design principles to the design of a hugely successful cross-channel experience for dlc.
CityVerve Human Centred Design InductionDrew Hemment
CityVerve Human Centred Design, Induction Workshop, 27 July 2016
Selection of slides from the Human Centred Design induction workshop for project teams with whom FutureEverything will be working in CityVerve.
Authors: Drew Hemment, Simone Carrier, Matt Skinner
Intranet designs guaranteed to engage and inspireInteract
How to create a beautiful intranet design your users will love in five simple steps: brought to life by outstanding intranet design examples from companies including Sony, Travelex, the NHS, Mattress Firm, Piedmont, the NSPCC, and many more.
Similar to Service Design for Startups / Service Design Drinks Berlin (20)
Another Smart Mobility Talk!? Going beyond "self-driving somethings" and electric scooters. The future of cities could look bright with less movement and more self-reflection!
Bastian Boss, Referent Smart City at the Deutsche Bahn, and Co-Founder of Faradgang e.V. presented and discussed ideas from two perspectives and takes an excursion on what happens if you combine a small grassroots bicycle initiative with a major mobility corporation.
This edition of the Service Design Drinks was hosted and sponsored by our smart friends from Futurice in their new community space in Kreuzberg.
In the first Service Design Drinks of the year, we’ll hear service designers Eva Hernando, Abi Golestanian, and Mireia Pumarola talk about how we at Fjord Berlin design for the future of healthcare. With rapid developments in topics such as gene therapy and personalised care, to name a few, it is more important than ever that we understand not only what these changes are but the driving forces behind them, so that we can adapt our current design processes to cater for such a challenging industry.
The September Service Design Drinks edition will discussed how to build active communities. Whether it is brands, services, or in-house communities of practises, everyone wants to create a community. But how do you actually build one that thrives? We had Kara Kane joining us as a guest speaker to tell us.
Kara is the community manager for user centered design for the UK Government. She works with the 3000+ people strong community across the UK government to help departments grow UCD across government, help designers, content designers, and user researchers work better together, and support the sharing of UCD best practice across government.
She earned an MA in Digital Experience Design from Hyper Island. Before, she worked as a consultant in insight and innovation consultancies helping clients like Samsung, L'Oréal, O2, Patagonia, and ESI Media understand their customers better.
The September edition was hosted and sponsored by USEEDS. It took place at their central office in Friedrichstraße.
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, Maria Izquierdo and Martin Jordan want to raise awareness of the value of data to services. And they also want to discuss fundamental questions around what happens to that data.
Maria is a designer interested in diversity, digital culture and the public. Martin helps create better public services in the UK and researches service innovation in Finland. Both Maria and Martin work as service designers at the UK’s Government Digital Service in London.
This edition of Service Design Drinks was hosted at HERE in Berlin-Mitte.
Let’s get hands-on in April! Everybody loves LEGO bricks. It’s being increasingly brought into the boardroom rather than the playroom. Business skills trainer Julian Kea joined us to explain the magic behind LEGO and their methodology Serious Play and straightened out some misconceptions through practical tips and use cases.
As a business skills trainer, Julian loves hands-on and brain-based workshop approaches. He has been using the LEGO Serious Play method and materials since 2013, mostly for strategy and team development. Together with Cori Moore, he founded the local #LSPmeetup community.
The event took place at Zalando Tech’s amazing innovation space in Mitte. They also took care of both drinks and snacks.
The March 2017 event featured a talk by business designer Christian Rudolph on service design for the circular economy. Christian runs the consultancy ‘next cycle’ and focusses on resource-intensive business models in his work.
Recently, IDEO and the Ellen McArthur Foundation released their Circular Design Guide which introduced more designers to the approach. So it was time for us to discuss the concept’s implications for service designers. Christian has years of experience in consulting industry heavy-weights like Philips and BASF, and helping them transform from linear product-focussed to circular service-oriented businesses. The evening event took take place on Wednesday, March 22nd.
Berlin’s November 2012 meet-up explored story-telling for service design. Based on the 7 basic plots by Christopher Booker the visitors created amazingly strange stories in a hands-on session. With acting-out and other techniques the 50+ people demonstrated their hidden talents and had long ongoing conversations afterwards.
What makes one service more remarkable than another? Which experiences make peoples return to a business or place? This hands-on workshop invited to compile, discuss and cluster well-designed services. Its goal was to collaboratively collect and explore outstanding service implementations and best-case examples. The workshop aimed at finding patterns and distinguishing different types of services.
This workshops’ outcome will be refined, elaborated and used to build a comprehensive database of exceptional services, both physical and digital. The compiled service collection will surface and be shared on an interactive map.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
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➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
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What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
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4. The internet economy in Berlin
has a higher economic
performance than the
construction industry.
Why? R E L E VA N C E
Every 20 hours a new start-up
is founded in Berlin.
— I B B B e r l i n 2 0 1 3
5. What? D E F I N I T I O N
— W I K I P E D I A
‘Start-Up’
“A start-up [...] is a company, a partnership
or temporary organization designed to
search for a repeatable and scalable business
model. These companies,[...] are in a phase of
development and research for markets.”
6. What? D E F I N I T I O N
“ A 'start-up' is a company that is confused about
who its customers are,
what its product is,
— Q U O R A
Top-rated answer for ‘Start-Up’
how to make money.”
7. What? D E F I N I T I O N
“ A 'startup' is a company that is confused about
who its customers are,
what its product is,
— Q U O R A
Top-rated answer for ‘Start-Up’
how to make money.”
Value proposition
User needs
Business Model
8. What? D E F I N I T I O N
— Q U O R A
Top-rated answer for ‘Start-Up’
“ As soon as it figures out all 3 things, it ceases to
be a startup and then becomes a real business.”
9. How can service design help?
Value proposition
User needs
Business model
• User Research
• Personas
• User Journeys
• Prototyping
• Business Model Canvas
• Service Blueprint
10. Why & How?
We asked a few start-ups about
service design & how they use it
11. The start-ups
talent-pool that
matches people and
companies based
on cultural fit
visual real-time
collaboration tool
cycle-tracking
mobile app for
women
13. “I consider Service Design to define how our
product really works. It‘s not just about [...]
features.
It‘s about integration of features and behaviour
of those within a higher context [...].”
— M A R T I N G U E T H E R
Spacedeck
14. “[...] being honest, we think it is one of
several attempts to formalise the language
surrounding the most basic design goal. [...]
It can be called many things [...] but at the
end of the day we consider it to be mainly
empathy and responsible design.”
— CO N O R D E L A H U N T Y
Somewhere
15. “I think the problem is most businesses
are stuck in Pixeled Service Design,
instead of just Service Design. [...]
You realize how constraining Digital is if you
start thinking about what types of services can
be provided by… human beings, bicycles,
shopping carts, stairs, trees, lakes, blue skies.”
— M I K E L AV I G N E
Clue
17. “[...] As a Start-up it is very important to think
about your product as a service.”
— M A R T I N G U E T H E R
Spacedeck
18. “[...] At the beginning it helps us to plot and
plan the spaces we want to play in and the
behaviours we need to support; later it helps us
to identify the areas where we are not doing
a good enough job as well as some tactics on
how to approach solving them. ”
— CO N O R D E L A H U N T Y
Somewhere
19. “We're designing a very personal service for
women to understand what's going on in their
bodies each month. We can't possibly do that well
without keeping a very open mind about how
best to do that, both digital and non-digital.”
— M I K E L AV I G N E
Clue
20. What are the most important design
tools in your company?
3.
21. “The people using our service are the biggest
source of inspiration for our service. In this case,
in-depth conversations, open ears, and
open minds are the most important tools.”
— M I K E L AV I G N E
Clue
23. “Definitely pen and lots of paper - and
talking to people. Thinking of the service in
terms of a journey that a real life human will
go through, etc. We aren't really formal, we just
grab bits and pieces as we go and use the ones
that work for us.”
— CO N O R
Somewhere HQ
26. Elevator pitch A S A CO M PA R I S O N
“ Salonmeister is like Qype for hairdressers.”
“ tame is like google for twitter.”
Define your start-up by comparing it to an
established, well-known service.
“ Bloomydays is like a pizza delivery for flowers.”
27. Elevator pitch A S A S U M M A RY
Articulate a concise summary of your fav service.
For
TARGET
CUSTOMER
CUSTOMER
NEED
SERVICE
NAME
MARKET
CATEGORY
who
in
that
Unlike
the service
is a
ONE KEY
BENEFIT
COMPE-
TITION
LOCATION
(STREET)
.
.
UNIQUE
DIFFEREN-
TIATOR
a foodie & chef at home
has way too little time
Kochhaus supermarket
Berlin & Hamburg
offers pre-compiled recipes
Kaisers, Perfetto or Proviant
offers all ingredients
in 1 single shop w/o need running thru the city
29. Learnings
They are pragmatic about the tools and use
what works for them
Start-ups apply service design differently
Service design is highly relevant for
start-ups
Icons: Olyn LeRoy, Dmitry Baranovskiy / The Noun Project
30. See you at
the X-mas
party
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin