Uploaded byMarcelo Albagli
Service design thinking: Concepts, methods, and processes
The document discusses service design thinking principles, focusing on the evolution from industrial design to service design, emphasizing user-centered methodologies and the integration of technology with human experiences. It outlines five key principles: user-centeredness, co-creation, sequential services, the tangibility of services, and a holistic approach. Additionally, it underscores the importance of empathy, collaboration, and iterative processes in creating effective service experiences.
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Service design thinking: Concepts, methods, and processes
- 1. SERVICE DESIGN THINKING: Concepts, methods,and processes
- 2. 1. How industrialdesigners were born 2. Automobile: from product to experience 3. Service design thinking principles 4. The method 5. Final considerations
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- 4. Gutenberg Press knowledge democratisation Fonte:dkfindout.com/us/more-find-out/special-events/how-is-book-made
- 5. Fonte: es.phaidon.com The Bible:180 copies
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- 9. 1839 19141853 Design andindustry
- 10. 1. form andfunction DESIGN CONCERNS
- 11. Ford’s “Model T” 15million produced in 20 years Fonte: hymanltd.com
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- 16. You can haveany color you want, so long as it's black. “ Henry Ford
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- 19. The Pink Cadillac acar’s model, brand, and colour are the main factors which influence purchase decision Fonte: amazon.com
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- 21. Elvis Pink GM isthe first American company to promote an industrial designer to an executive position (VP, Harley Earl) Fonte: hemmings.com/blog/2014/02/04/pink-cadillac-from-pink-cadillac-heads-to-auction
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- 27. The car thatdoesn’t want to be a car zero emission, shareable, connected, speed limit, compact, and colourful Fonte: citroen.fr
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- 30. Cradle-to-Cradle design designed fordisassembly and technological metabolism: 99% recyclable Fonte: c2c-centre.com/product/interior-design-furniture/think®-chair-and-stool
- 31. Mobility as aService (MaaS) it is not anymore about the product, but about the experience Fonte: your-now.com
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- 35. USER CENTRED the starting point CO-CRIATIVE individualshave different views and knowledges SEQUENTIAL services are like movies EVIDENT the intangible is now tangible HOLISTIC what you see, and what you don’t service design | 5 principles Fonte: thisisservicedesignthinking.com 1 2 3 4 5
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- 37. If you couldstand in someone else shoes hear what they hear see what they see feel what they feel Would you treat them differently?
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- 40. DESIGN BORROWS FROMMANY DISCIPLINES marketing engineering psychology IT anthropology
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- 43. Reveals concepts, guidelines, strategies, andscenarios ANALYSIS Social practices, motivations, dreams, concerns CAPTURE Involves stakeholders; guide the process from concept to implementation COMMUNICATION Patterns and categories ORGANISATION ETHNOGRAPHIC RESEARCH
- 44. TOOL | PERSONAS Fonte:dribbble.com/shots/3052941-UX-Persona-for-Book-App
- 45. STATISTICS? Born in 1948,male, British, married, wealthy, 2 children, likes dogs and enjoy the Alps Fonte: This is Service Design Thinking: Basics - Tools - Cases
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- 54. THE 5 PRINCIPLES( 3 ) SEQUENTIAL Fonte: tallyfy.com/service-design-software
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- 56. TOOL | JOURNEYMAP FIRST CONTACT SCHEDULLING CONFIRMATION ARRIVAL AT HOSPITAL CHECKIN WAIT ROOM MEDICAL CONSULTATION WAY OUT FOLLOW UP pre during post| | SATISFACTIONMOMENTS
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- 65. Touch points helpmake services tangible as well as to create an emotional connection to the service
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- 75. Intravenous sedation ininfants for a CT scan fell from 80% to 3%. Fonte: http://kinderpharm.com/turning-medical-scans-adventures-ge-eases-childrens-fears/Fonte: archive.jsonline.com/business/by-turning-medical-scans-into-adventures-ge-eases-childrens-fears-b99647870z1-366161191.html
- 76. Fonte: nngroup.com TOOL |SERVICE BLUEPRINT
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- 78. Fonte: designcouncil.org.uk/news-opinion/design-process-what-double-diamond CRIATIVITY INNOVATION DOUBLEDIAMOND DESCOVERY DEVELOPDEFINE DELIVERY BRIEF
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- 80. Fonte: medium.com/@chow0531/co-design-and-generative-tools-9fc2f9c699ff How isyour creative process?
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- 82. Fonte: designthinking.ideo.com Design thinkingis a human-centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success. Tim Brown, CEO IDEO “
- 83. form, function, value, context,and time PREOCUPAÇÕES DO DESIGN
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- 85. design is abasic human act design is transformation design is project design is process
- 86. Marcelo Albagli 3rd may2019 slideshare.com/albagli SERVICE DESIGN THINKING: Concepts, methods, and processes