This is the keynote presentation I gave at the UXCamp Copenhagen in April 2014. It is a modified version of the deck @MrStickdorn and I (@jakoblies) use. Thank you for having me and for that brilliantly organized event.
Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a...Jakob Schneider
This is the talk Marc and Jakob gave at the #sdgc15 – Service Design Global Conference in New York, 03 October 2015.
By popular demand: That "Base your customer journey on f***ing research" stickers are avaliable at http://mrthinkr.com/
A presentation we (Jakob Schneider & Marc Stickdorn) use to frame why we need service design thinking and to explain the basics, process, methods and tools.
If you're interested in our work, have a look at our websites:
The book "This is Service Design Thinking": http://www.tisdt.com
The customer journey software "smaply" http://www.smaply.com
The customer experience ethnography app and software "myServiceFellow": http://www.myservicefellow.com
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
CARTSTUDIO is a design company architecture.interior.With a passion for providing solutions and excellence to our clients.The company was founded in March 2007with the aim of creating quality design.CARTSTUDIO offers services in the fields of architecture, interior design and space planning. CARTSTUDIO have experience include: restaurants, cafes, entertainment, retail,commercial, cafe, hospitality (hotels), office and residentialWe can enrich the power of visualization you, CARTSTUDIO provide services such as 3D Animation, Architectural 3D rendering, 3D Walkthrough.Our service is very important for those who have a business such as Property Development, Product Design, Industrial Animation, Commercial Property Developers, Architecture, Advertising, Retail, Space Expo and Consulting etc.CARTSTUDIO Studio offers design photorealistic 3D animations and videos.We create 3D Rendering is so realistic that your customers will feel as though he is engaged in the real site
If your company needs to submit a Interior Design Proposal Template PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/2HhOpIM
Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a...Jakob Schneider
This is the talk Marc and Jakob gave at the #sdgc15 – Service Design Global Conference in New York, 03 October 2015.
By popular demand: That "Base your customer journey on f***ing research" stickers are avaliable at http://mrthinkr.com/
A presentation we (Jakob Schneider & Marc Stickdorn) use to frame why we need service design thinking and to explain the basics, process, methods and tools.
If you're interested in our work, have a look at our websites:
The book "This is Service Design Thinking": http://www.tisdt.com
The customer journey software "smaply" http://www.smaply.com
The customer experience ethnography app and software "myServiceFellow": http://www.myservicefellow.com
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
CARTSTUDIO is a design company architecture.interior.With a passion for providing solutions and excellence to our clients.The company was founded in March 2007with the aim of creating quality design.CARTSTUDIO offers services in the fields of architecture, interior design and space planning. CARTSTUDIO have experience include: restaurants, cafes, entertainment, retail,commercial, cafe, hospitality (hotels), office and residentialWe can enrich the power of visualization you, CARTSTUDIO provide services such as 3D Animation, Architectural 3D rendering, 3D Walkthrough.Our service is very important for those who have a business such as Property Development, Product Design, Industrial Animation, Commercial Property Developers, Architecture, Advertising, Retail, Space Expo and Consulting etc.CARTSTUDIO Studio offers design photorealistic 3D animations and videos.We create 3D Rendering is so realistic that your customers will feel as though he is engaged in the real site
If your company needs to submit a Interior Design Proposal Template PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/2HhOpIM
Business Design Toolkit - Design Sojourndesignsojourn
The Business Design Toolkit is used to help businesses leverage Design Led Innovation. For more information, please go to: http://www.designsojourn.com/business-design-toolkit/
If your company needs to submit a Interior Design Consultation Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/2tNX1Ur
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.
Service Design Drinks Milan are open and informal meetings to bring Milan service design community together, look at our introduction for more details.
At Reign79, we specialize in any and every creative and design related facet such as - graphic design, media research and buying, TV & radio copywriting, production and editing, print advertising, websites (from straight-forward HTML sites to intricate database-driven dynamic sites), direct mail campaigns, email blasts, public relations, packaging design, corporate marketing collateral, internal communications, corporate videos, outdoor advertising, branding, corporate identity, promotional items web, graphics, Printing Solutions, 3D, Animation, Creative conceptualizing, designing and production, film houses/ post production/ set designing, and much more.
Our primary target is always to give you the most “bang for your buck.” We believe that no matter how creative we may be, the only measure of success is results. At R79, we employ proven direct response strategies to ensure you get the maximum return on your investment. We view the client/agency relationship as a long-term partnership. We know that your success is our success. So no matter what your budget, you’re always a Big Fish to us.
A major part of Reign79 deals with the atypical creative aspects of the sophisticated corporate world, providing
- Exclusive Branding
- Indigenous And Inventive Web Designing
- Architectural Walk-through
- Interactive Corporate Presentations
And other such innovative and challenging projects to make top of the line corporate stationary such as logos, visiting cards, CD’s, brochures, notebooks, etc...Thus, generating holistic company branding.
ArtOwls is an emerging advertising professional service provider empowering to focus on the best creative quality, innovative thinking where the paradigm changes every second. We provide a valuable channel for customers who mainly focus on Graphic and Web design services.
From idea to ux roadmap - MakeIt Masterclass - Boost User ExperienceClaudio Cossio
The process to create and execute user experience (UX) improvements on web application or mobile app does not have to be a complicated task, even if you are working with multiple personas. We will talk about how to maintain relevant user stories that cross polinate on the different user personas and then create a working scheme that can be quick and easy to execute to create a UX roadmap.
The focus is to create proposals that do not add complexity to the proposed UX improvements and can be implemented with ease.
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...SDDMilan
We are going to talk about:
- Role and responsibilities of the
service designer when working for a newspaper.
- Some practical tip-&-tricks to deal with complex editorial projects.
Aimir CG is a team of outstanding professionals from the fields of architecture, design and technology
who are passionate to pursue the art of architectural visualization. What sets Aimir apart is our unique
and innovative creative process which enables us to convert your ideas into reality.
We create value for our clients by helping them to create value for their customers. Given the most advanced machinery and a diverse know-how, Aimir is able to deliver art quality architectural visualization
solutions worldwide. We believe that the thing makes any case truly valuable are its contents, and when
you look inside Aimir you will find that knowledge, experience and versatility are the core of our values.
Here at Aimir we strongly stand for providing customer care defined by a swift, reliable, and comprehensive
customer experience. All of us at Aimir are passionate about what we do, and with adding devotion to our
passion, we deliver cases of outstanding quality and excellence to all our clients and their projects.
hikeTicino - Design for the hiking experienceSketchin
Discover how we have designed the most innovative tourist service / ecosystem to promote and enhance the hiking experience in Ticino, Switzerland.
Learn more at newexperience.ticino.ch/hike/en/
A slidedeck Marc Stickdorn and Jakob Schneider use for presentations on Service Design Thinking in 2013. It uses some examples from the field of tourism to explain the basic concepts, process, methods and tools of service design. Have a look at our websites to learn more on what we're doing or get in touch with us:
The book "This is Service Design Thinking": www.tisdt.com
The software "smaply": www.smaply.com
The mobile ethnography software "myServiceFellow": www.myservicefellow.com
Presentation by Marc Stickdorn & Jakob Schneider.
Graphic design by Jakob Schneider. Like his style? Check his agency: http://kd1.com
Business Design Toolkit - Design Sojourndesignsojourn
The Business Design Toolkit is used to help businesses leverage Design Led Innovation. For more information, please go to: http://www.designsojourn.com/business-design-toolkit/
If your company needs to submit a Interior Design Consultation Proposal PowerPoint Presentation Slides look no further.Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. http://bit.ly/2tNX1Ur
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.
Service Design Drinks Milan are open and informal meetings to bring Milan service design community together, look at our introduction for more details.
At Reign79, we specialize in any and every creative and design related facet such as - graphic design, media research and buying, TV & radio copywriting, production and editing, print advertising, websites (from straight-forward HTML sites to intricate database-driven dynamic sites), direct mail campaigns, email blasts, public relations, packaging design, corporate marketing collateral, internal communications, corporate videos, outdoor advertising, branding, corporate identity, promotional items web, graphics, Printing Solutions, 3D, Animation, Creative conceptualizing, designing and production, film houses/ post production/ set designing, and much more.
Our primary target is always to give you the most “bang for your buck.” We believe that no matter how creative we may be, the only measure of success is results. At R79, we employ proven direct response strategies to ensure you get the maximum return on your investment. We view the client/agency relationship as a long-term partnership. We know that your success is our success. So no matter what your budget, you’re always a Big Fish to us.
A major part of Reign79 deals with the atypical creative aspects of the sophisticated corporate world, providing
- Exclusive Branding
- Indigenous And Inventive Web Designing
- Architectural Walk-through
- Interactive Corporate Presentations
And other such innovative and challenging projects to make top of the line corporate stationary such as logos, visiting cards, CD’s, brochures, notebooks, etc...Thus, generating holistic company branding.
ArtOwls is an emerging advertising professional service provider empowering to focus on the best creative quality, innovative thinking where the paradigm changes every second. We provide a valuable channel for customers who mainly focus on Graphic and Web design services.
From idea to ux roadmap - MakeIt Masterclass - Boost User ExperienceClaudio Cossio
The process to create and execute user experience (UX) improvements on web application or mobile app does not have to be a complicated task, even if you are working with multiple personas. We will talk about how to maintain relevant user stories that cross polinate on the different user personas and then create a working scheme that can be quick and easy to execute to create a UX roadmap.
The focus is to create proposals that do not add complexity to the proposed UX improvements and can be implemented with ease.
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...SDDMilan
We are going to talk about:
- Role and responsibilities of the
service designer when working for a newspaper.
- Some practical tip-&-tricks to deal with complex editorial projects.
Aimir CG is a team of outstanding professionals from the fields of architecture, design and technology
who are passionate to pursue the art of architectural visualization. What sets Aimir apart is our unique
and innovative creative process which enables us to convert your ideas into reality.
We create value for our clients by helping them to create value for their customers. Given the most advanced machinery and a diverse know-how, Aimir is able to deliver art quality architectural visualization
solutions worldwide. We believe that the thing makes any case truly valuable are its contents, and when
you look inside Aimir you will find that knowledge, experience and versatility are the core of our values.
Here at Aimir we strongly stand for providing customer care defined by a swift, reliable, and comprehensive
customer experience. All of us at Aimir are passionate about what we do, and with adding devotion to our
passion, we deliver cases of outstanding quality and excellence to all our clients and their projects.
hikeTicino - Design for the hiking experienceSketchin
Discover how we have designed the most innovative tourist service / ecosystem to promote and enhance the hiking experience in Ticino, Switzerland.
Learn more at newexperience.ticino.ch/hike/en/
A slidedeck Marc Stickdorn and Jakob Schneider use for presentations on Service Design Thinking in 2013. It uses some examples from the field of tourism to explain the basic concepts, process, methods and tools of service design. Have a look at our websites to learn more on what we're doing or get in touch with us:
The book "This is Service Design Thinking": www.tisdt.com
The software "smaply": www.smaply.com
The mobile ethnography software "myServiceFellow": www.myservicefellow.com
Presentation by Marc Stickdorn & Jakob Schneider.
Graphic design by Jakob Schneider. Like his style? Check his agency: http://kd1.com
I gave a talk on the role of Design Thinking to leaders in the financial industry. The focus was on user centric thinking to innovate financial products and digital services. (all case material is removed)
Guest lecture to first year Bachelor of IT students at Queensland University of Technology in unit INB103 Industry insights, 8 March 2013.
Please note: due to the introductory nature of this lecture to the concept many of the resources have been adapted from the Stanford D School cc licensed resources.
DIY Service Design, the toolkit (euroIA 2014, Brussels)Koen Peters
In this euroIA workshop, moderated by Kristel Vanael, Joannes Vandermeulen and Koen Peters, you will learn the methods and techniques to create an optimal service experience for your customer. During the exercises, you will be using the workshop material, posters and technique cards from the Service Design toolkit (http://www.servicedesigntoolkit.org/) that Namahn and Design Flanders have developed together.
The slides from my keynote at Nuremberg's first service design drinks, 21 January 2016. A rather general introduction of service design... :)
Our software for service design:
Smaply: www.smaply.com
ExperienceFellow: www.experiencefellow.com
Books, talks and workshops:
Our book "This is Service Design Thinking": www.thisisservicedesignthinking.com
Our workshops "This is Service Design Doing": www.thisisservicedesigndoing.com
My talks: www.marcstickdorn.com
This is a short talk and workshop (30' + 90') to give a first introduction to design thinking. Gives theory foundation, notes a few different approaches, and then dives into one of them.
This presentation was first done at ImpactON / StartupChile evening in 2015.
"IDEO의 디자인 Thinking"
(Design Thinking from IDEO)
"왜 IDEO는 혁신적인가?"
혁신의 상징, 거대기업들이 끊임없이 배우고자 하는 창의적 사고.
그 중심에는 'Design Thinking'이 있습니다.
IDEO의 사례들과 디자인Thinking의 프로세스를 알아보세요!
창의적인 1%의 비밀노트, Beecanvas 페이스북페이지에서 만나보세요!
- http://facebook.com/beecanvas
슬라이드쉐어에서도 만나보실 수 있습니다.
- https://www.slideshare.net/BeeCanvas
모든 아이디어 발상 테크닉들을 페이지에서 만나보세요!
사진 출처 : https://flic.kr/p/jKqgHD
- Stilte na de brainstorm Impact Hub Amsterdam
원작자 플리커 : https://www.flickr.com/photos/mvonederland/
- MVO Nederland
참고 : http://en.wikipedia.org/wiki/Design_thinking, OPENIDEO
This set of method cards introduces briefly the design thinking approach. It explains the design process as well as the prototyping phases of design thinking projects.
There basically 2 ways of getting involved with the University of St.Gallen in order to have a design thinking team working for your organization.
1. Design Thinking @ HSG
2. Embedded Design Thinking
Both ways are explained in the set.
For more information visit http://dthsg.com
* 다운로드 받으신 후 PPT파일의 슬라이드 노트를 참고하세요.
* 최신 파일(2016.7.)은 용량 관계상 PDF로 제공합니다.
아래 URL에서 내려받으실 수 있습니다.
http://www.slideshare.net/usableweb/20167-pdf
* 본 자료는 개인의 의견으로 소속기관인 한국디자인진흥원의 공식입장과는 다를 수 있음을 밝힙니다.
작성 : 윤성원. 한국디자인진흥원 서비스디자인팀장
업데이트 : 2009 ~ 2016.4.
작성 목적 : 서비스디자인의 의의와 중요성을 이해할 수 있도록 돕기 위함
주요 내용 :
디자인의 역할 확대
배경, 중요성
서비스디자인 개념
용어, 프로세스, 방법론,
서비스디자이너의 필요 역량
서비스디자인을 통한 사회문제해결
서비스디자인 역사와 동향
정책 방향 등
출처 : http://cafe.naver.com/usable/725
서비스디자인에 대해 궁금하시다면...
http://www.usable.co.kr
* 이 발표자료를 글로 설명한 자료를 보시려면....
http://servicedesign.tistory.com/62
How to re-frame business problems to customer-centric opportunity spaces that drive value. Design thinking is your shortcut to customer empathy. A good understanding on how this method could help you identify real customer problems and unmet needs is essential. Moreover we will share techniques and tools that you can implement directly after this crash course. Start inventing the future.
Design Thinking: The one thing that will transform the way you thinkDigital Surgeons
What's the one thing that will transform the way you think? Design Thinking. The startups, trailblazers, and business mavericks of our world have embraced this process as a means of zeroing in on true human-centered design.
Design Thinking is a methodology for innovators that taps into the two biggest skills needed in today’s modern workplace: critical thinking & problem solving.
Of course, if you ask 100 practitioners to define it, you’ll wind up with 101 definitions.
Pete Sena of Digital Surgeons believes that Design Thinking is a process for solving complex problems through observation and iteration. At its core, he describes it as a vehicle for solving human wants and needs.
Minds are like parachutes; they only function when open. Thomas Dewar was a Scottish whiskey distiller.
Communicating ideas or insights is often the hardest part of the design process. And PowerPoint and Excel spreadsheets are limited in their ability to do this. But the communication tools used in Design Thinking—maps, models, sketches, and stories—help to capture and express the information required to form and socialize meaning in a very straightforward, human way.
The Five things that all definitions of Design Thinking have in common:
1. Isolating and reframing the problem focused on the user.
2. Empathy. A design practitioner from IDEO, the popular design and innovation firm strapped a video camera to his head and it was only then that he recognized why the ceiling is such an important factor when working with hospital patients. As a patient you lay in bed and stare at it all day. It’s these little details and true empathy that can only be realized by putting oneself in the user’s shoes.
3. Approach things with an open mind and be willing to collaborate. Creativity with purpose is a team sport.
4. Curiosity. We have to harness our inner 5-year-old here and really be inquisitive explorers. Instead of seeing what would be or what should be, consider what COULD be.
5 - Commitment. Brainstorming is easy. It’s easy to want to start a business or solve a problem. Seeing it into market and making it successful is not for the faint of heart. We’ve all read about big “wins” (multi-billion dollar acquisitions like Instagram and WhatsApp). What we don’t read about are people like Tony Fadell and Matt Rogers, who work for years before becoming industry sensations.
Pete describes what he refers to as the “Wheel of Innovation” as a process that continuously focuses on framing, making, validating, and improving on your concept. Be it as small as a core feature in your product down to the business model and business idea itself.
Design is about form and function, not art.
What are the business benefits for Design Innovation?
IDEO started an idea revolution when they coined this phrase DESIGN THINKING. Organizations ranging from early-stage startups up to Fortune 50 organizations have capitalized on this iterative appr
Design Thinking: Finding Problems Worth Solving In HealthAdam Connor
Ideas for new devices and services can come from anywhere. But great ideas come from aligning solutions with real value and desirability for people. Design thinking provides a set of principles and structure that can act as scaffolding for teams to find and understand challenges and opportunities to focus on fan find solutions for.
Service Design Thinking - How to successfully innovate beyond buzzwordsMarc Stickdorn
These are the slides of a talk I gave at the Interaction South America Conference 2013 in Recife, Brazil.
Find the videos I showed on our websites:
www.myservicefellow.com (available from summer 2014)
www.smaply.com (launching in December 2013)
The book website of TiSDT:
www.thisisservicedesignthinking.com
Presentation by Marc Stickdorn & Jakob Schneider.
Graphic design by Jakob Schneider (Designer of TiSDT). Like his style? Check his agency: http://kd1.com ;)
Alma-nac implemented ARCHICAD in 2014 to offer clients greater collaboration, more iterative design and the many benefits of BIM, illustrating their experiences with case study projects.
This is their presentation from Applecore Designs ‘Working Smarter’ breakfast briefing, focused on how studios can collaborate and benefit from: better efficiency, better information, better decision making and better client interaction.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
This is my PDF portfolio showcasing a range of digital and print media.
I specialise in multi-channel campaigns encompassing all aspects of graphic design including digital, social, video advertising and animation.
Propelland is a global strategic design and engineering firm based in San Francisco helping Fortune500 companies and start-ups transform and grow by bringing to life products, services, and experiences that add value in people's lives. We are a multidisciplinary team of designers, engineers, and strategists with offices in San Francisco, Madrid, and Mexico City. Living in the intersection of physical and digital, we focus on bringing ideas to life through agile and fast-prototyping methodologies that add value to consumers and move the needle for our clients. Please visit our website to see some examples of our work: www.propelland.com.
As designers, your approach needs to be holistic. You need to cover the entire spectrum of UX design. Site-maps, wireframes, mocked screen designs and layouts are but a few of the most recognised deliverables of UX. However, it does not mean that you are implementing a user-centric design approach with only these outputs. UX must be applied from concept to delivery – from identifying users’ needs and goals, all the way to validation and testing.
UX Antwerp Meetup March 2019: "defining-digital-products"UX Antwerp Meetup
Leslie Decuyper and Kjelle Vergauwe from November 5 give us a peek at the definition process from a UX perspective, demonstrated with real example cases.
This is Marc Stickdorn’s key talk from Service Experience Camp 2016 on lean, agile, design thinking and service design, held on Day 2 on the big stage.
Unleash Your Inner Demon with the "Let's Summon Demons" T-Shirt. Calling all fans of dark humor and edgy fashion! The "Let's Summon Demons" t-shirt is a unique way to express yourself and turn heads.
https://dribbble.com/shots/24253051-Let-s-Summon-Demons-Shirt
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
7 Alternatives to Bullet Points in PowerPointAlvis Oh
So you tried all the ways to beautify your bullet points on your pitch deck but it just got way uglier. These points are supposed to be memorable and leave a lasting impression on your audience. With these tips, you'll no longer have to spend so much time thinking how you should present your pointers.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
2. UX Camp CPH
Co-Editor / Co-Author
Visual Designer
Creative Director
Partner
Co-Founder
Lead Designer
Co-Founder
Lead Designer
Jakob Schneider
Service Design Thinking
Jakob Schneider 2014
3. UX Camp CPH
DESIGN THINKING
SERVICE DESIGN
CUSTOMER EXPERIENCE
SERVICE MARKETING
NEW MARKETING
HUMAN-CENTERED DESIGN
SERVICE DESIGN THINKING
BUZZWORD BINGO
Service Design Thinking
Jakob Schneider 2014
4. UX Camp CPH
Service design thinking is an iterative process.
REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION
Service Design Thinking
Jakob Schneider 2014
5. UX Camp CPH
DISCOVER DEFINE DEVELOP DELIVER
The Double diamond as
described by the
British Design Council
Service design thinking is an iterative process.
Service Design Thinking
Jakob Schneider 2014
6. UX Camp CPH
Service design thinking is an iterative process.
The Squiggle
by Damien Newman
from Central Inc.
Service Design Thinking
Jakob Schneider 2014
7. UX Camp CPH
DESIGN RESEARCH
EARLY PROTOTYPING
ITERATIVE PROCESS
BUZZWORD BINGO
Service Design Thinking
Jakob Schneider 2014
8. UX Camp CPH
A CUSTOMER JOURNEY
FROM THE PERSONA PERSPECTIVE
Service Design Thinking
Jakob Schneider 2014
9. UX Camp CPH
A CUSTOMER JOURNEY
FROM THE PERSONA PERSPECTIVE
… or as some might call it:
“slipping in your customer’s shoes.”
Service Design Thinking
Jakob Schneider 2014
11. UX Camp CPH
PERSONA
“Don’t believe the hype!”
User/customer stereotypes
based on research
Jake
30
Male
German
Service Design Thinking
Jakob Schneider 2014
12. UX Camp CPH
JAKE
1
1 Reading a
travel magazine
Service Design Thinking
Jakob Schneider 2014
13. UX Camp CPH
JAKE
2 Going to a
travel agency
1 2
Service Design Thinking
Jakob Schneider 2014
14. UX Camp CPH
JAKE
3 Reading
online reviews
1 2 3
Service Design Thinking
Jakob Schneider 2014
15. UX Camp CPH
JAKE
4 Booking online
1 2 3 4
Service Design Thinking
Jakob Schneider 2014
16. UX Camp CPH
2 3 4
JAKE
5 Dreaming of holidays
while at work
5
Service Design Thinking
Jakob Schneider 2014
17. UX Camp CPH
3 4
JAKE
6 Packing bags
5 6
Service Design Thinking
Jakob Schneider 2014
18. UX Camp CPH
4
JAKE
7
5 6 7
Check-in process
with long line
P R E - S E R V I C E P E R I O D
Service Design Thinking
Jakob Schneider 2014
19. UX Camp CPH
JAKE
8 Checking in,
baggage drop-off
5 6 7 8
P R E - S E R V I C E P E R I O D S E R V I C E
Service Design Thinking
Jakob Schneider 2014
20. UX Camp CPH
JAKE
9 Passing
security check
6 7 8 9
P R E - S E R V I C E P E R I O D S E R V I C E
Service Design Thinking
Jakob Schneider 2014
21. UX Camp CPH
JAKE
10 Boarding
7 8 9 10
P R E - S E R V I C E P E R I O D S E R V I C E
Service Design Thinking
Jakob Schneider 2014
22. UX Camp CPH
JAKE
11 In-flight
experience
8 9 10 11
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
23. UX Camp CPH
JAKE
12 Arrival at
destination
9 10 11 12
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
24. UX Camp CPH
JAKE
13 Transfer to
accomodation
10 11 12 13
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
25. UX Camp CPH
JAKE
14 Staying at the hotel
11 12 13 14
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
26. UX Camp CPH
JAKE
15 Attending a
diving school
12 13 14 15
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
27. UX Camp CPH
JAKE
16 Dinging at
local restaurant
13 14 15 16
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
28. UX Camp CPH
JAKE
17 Flying back home
14 15 16 17
S E R V I C E
Service Design Thinking
Jakob Schneider 2014
29. UX Camp CPH
JAKE
18 Posting
online reviews
15 16 17 18
S E R V I C E P O S T - S E R V I C E
Service Design Thinking
Jakob Schneider 2014
31. UX Camp CPH
P R E - S E R V I C E P E R I O D S E R V I C E P E R I O D
post-service period
THE CUSTOMER JOURNEY OF
Service Design Thinking
Jakob Schneider 2014
33. UX Camp CPH
16 17 18
JAKE
P R E - S E R V I C E P E R I O D
S E R V I C E P E R I O D P O S T - S E R V I C E
21
KLAUS
3
Service Design Thinking
Jakob Schneider 2014
34. UX Camp CPH
16 17 18
JAKE
P R E - S E R V I C E P E R I O D
S E R V I C E P E R I O D P O S T - S E R V I C E
21
KLAUS
3
social mediaService Design Thinking
Jakob Schneider 2014
36. UX Camp CPH
POSITIVE social media
Joshie, the giraffe
Images: www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html
Service Design Thinking
Jakob Schneider 2014
37. UX Camp CPH
POSITIVE social media
Joshie, the giraffe
Images: www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html
Service Design Thinking
Jakob Schneider 2014
38. UX Camp CPH
POSITIVE social media
Images: www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html
Service Design Thinking
Jakob Schneider 2014
41. UX Camp CPH
Dave Carroll – United breaks guitars
13.000.000+
Service Design Thinking
Jakob Schneider 2014
42. UX Camp CPH
CUSTOMER SATISFACTION
EXPECTATIONS VS. EXPERIENCES
Service Design Thinking
Jakob Schneider 2014
43. UX Camp CPH
EMOTIONAL JOURNEY
1 2 3 4 5 6 7 8 9 10
P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E
JAKE
Service Design Thinking
Jakob Schneider 2014
44. UX Camp CPH
EMOTIONAL JOURNEY
1 2 3 4 5 6 7 8 9 10
P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E
JAKEKLAUS
Service Design Thinking
Jakob Schneider 2014
45. UX Camp CPH
EMOTIONAL JOURNEY
1 2 3 4 5 6 7 8 9 10
P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E
JAKEKLAUSLAURA
Service Design Thinking
Jakob Schneider 2014
46. UX Camp CPH
MARKETING SHIFTS FROM
ADVERTISEMENTS TO EXPERIENCES
This is where UX comes in, right?
Service Design Thinking
Jakob Schneider 2014
50. UX Camp CPH
SERVICE DOMINANT LOGIC
Der Service hinter dem Produkt Anrufbeantworter
THE SERVICE BEHIND
THE PRODUCT
Service Design Thinking
Jakob Schneider 2014
53. UX Camp CPH
Value co-creation
SERVICE-DOMINANT LOGIC
Service Design Thinking
Jakob Schneider 2014
54. UX Camp CPH
A D V E R T I S E M E N T S
ADVERTISEMENTS
Service Design Thinking
Jakob Schneider 2014
55. UX Camp CPH
MOMENT OF SALE
A D V E R T I S E M E N T S S A L E S
moment of sale
Service Design Thinking
Jakob Schneider 2014
56. UX Camp CPH
MOMENT OF SALE
USING A DIGITAL SERVICE
A D V E R T I S E M E N T S S A L E S
moment of sale
Service Design Thinking
Jakob Schneider 2014
57. UX Camp CPH
AFTER SALES
A D V E R T I S E M E N T S A F T E R S A L E SS A L E S
after sales (service)
Service Design Thinking
Jakob Schneider 2014
58. UX Camp CPH
AFTER SALES
A D V E R T I S E M E N T S A F T E R S A L E SS A L E S
after sales (service)
USING A DIGITAL SERVICE
Service Design Thinking
Jakob Schneider 2014
59. UX Camp CPH
HOW SERVICE-DOMINENT LOGIC
CHANGES THE CUSTOMER JOURNEY
P R E - S E R V I C E
A D V E R T I S E M E N T S
P O S T - S E R V I C ES E R V I C E
S A L E A F T E R
moment of sale after sales
Service Design Thinking
Jakob Schneider 2014
60. UX Camp CPH
“We don’t think of the Kindle Fire as a tablet.
We think of it as a service.”
— Jeffrey Bezos
Founder and CEO of Amazon.com
THINK IN SERVICES
Service Design Thinking
Jakob Schneider 2014
61. UX Camp CPH
“The battle of devices has now become a war of ecosystems, where
ecosystems include not only the hardware and software of the device, but
developers, applications, ecommerce, advertising, search, social applications,
location-based services, unified communications and many other things.
Our competitors aren’t taking our market share with devices; they are taking
our market share with an entire ecosystem. This means we’re going to have
to decide how we either build, catalyse or join an ecosystem.”
— Stephen Elop, CEO of Nokia
THINK IN SERVICE ECOSYSTEMS
Service Design Thinking
Jakob Schneider 2014
62. CA B
UX Camp CPH
JAKE
KLAUS
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider 2014
63. CA B
UX Camp CPH
JAKE
KLAUS
AIRLIN
HOTEL
AGENC
TRANS
REST
REV
DIVING
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider 2014
65. UX Camp CPH
KLAUS
AGENC
HOTEL
EMPLOYEES
SHAREHOLDERS SUPPLIERS
AUTHORITIES
COMMUNITY
MAINTENANCE
ROOM SERVICE
LAUNDRY
MARKETING
SALES
KITCHEN
ETC …
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider 2014
66. CA B
UX Camp CPH
JAKE
KLAUS
AIRLIN
HOTEL
AGENC
TRANS
REST
REV
DIVING
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider 2014
67. CA B
UX Camp CPH
JAKE
KLAUS
AIRLIN
HOTEL
AGENC
TRANS
REST
REV
DIVING
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider 2014
69. UX Camp CPH
Corporate
communications Infrastructure Usability
Look and feelTechnical supportCustomer relationship
management
Customer support
Point-of-Sales
MARKETING IT DESIGN/UX SALES
Service Design is not new.
Service Design Thinking
Jakob Schneider 2014
71. UX Camp CPH
Service design is inter-disciplinary.
IT MARKETER
MANAGER
SALES DEVELOPER
PSYCHOLOGIST
DESIGN
DESIGNER
MARKETING
Service Design Thinking
Jakob Schneider 2014
72. UX Camp CPH
Service design is inter-disciplinary.
Service Design Thinking
Jakob Schneider 2014
73. UX Camp CPH
Every discipline has its language.
Service Design Thinking
Jakob Schneider 2014
74. UX Camp CPH
Service design thinking is a common language.
Service Design Thinking
Jakob Schneider 2014
75. UX Camp CPH
Service design thinking is an iterative process.
REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION
Service Design Thinking
Jakob Schneider 2014
77. UX Camp CPH
TOOLS
Exploration Creation/Reflection Implementation
REFLECTION IMPLEMENTATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONEXPLORATION CREATION
JUST SOME
OF ALL THESE
Service Design Thinking
Jakob Schneider 2014
78. UX Camp CPH
Exploration Creation/Reflection Implementation
SELF-EXPLORATION
Service Design Thinking
Jakob Schneider 2014
79. UX Camp CPH
Exploration Creation/Reflection Implementation
OBSERVATION
Service Design Thinking
Jakob Schneider 2014
80. UX Camp CPH
Exploration Creation/Reflection Implementation
CONTEXTUAL
INTERVIEWS
Service Design Thinking
Jakob Schneider 2014
81. UX Camp CPH
Exploration Creation/Reflection Implementation
MOBILE
ETHNOGRAPHY
Service Design Thinking
Jakob Schneider 2014
82. UX Camp CPH
Exploration Creation/Reflection Implementation
PERSONAS
Service Design Thinking
Jakob Schneider 2014
83. UX Camp CPH
Exploration Creation/Reflection Implementation
CUSTOMER
JOURNEY MAPS
Service Design Thinking
Jakob Schneider 2014
84. UX Camp CPH
Exploration Creation/Reflection Implementation
STAKEHOLDER
MAPS
Service Design Thinking
Jakob Schneider 2014
85. UX Camp CPH
Exploration Creation/Reflection Implementation
VALUE NETWORK
MAPS
Service Design Thinking
Jakob Schneider 2014
86. UX Camp CPH
Exploration Creation/Reflection Implementation
SERVICE
PROTOTYPES
Service Design Thinking
Jakob Schneider 2014
87. UX Camp CPH
Exploration Creation/Reflection Implementation
SERVICE
ADVERTISEMENTS
Service Design Thinking
Jakob Schneider 2014
88. UX Camp CPH
Exploration Creation/Reflection Implementation
BUSINESS MODEL
INNOVATION
Service Design Thinking
Jakob Schneider 2014
89. UX Camp CPH
Exploration Creation/Reflection Implementation
THEATRICAL
TOOLS
Service Design Thinking
Jakob Schneider 2014
98. UX Camp CPH
#servicedesign (or whatever you call what we’re doing) management
THE CONTINUOUS IMPROVEMENT
OF CUSTOMER EXPERIENCE
Service Design Thinking
Jakob Schneider 2014
99. UX Camp CPH
SERVICE DESIGN MANAGEMENT
CX ANALYSIS
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider 2014
105. UX Camp CPH
THE TOUCHPOINT PORTFOLIO
IMPACT ON
CUSTOMER
SATISFACTION
COST A LOTCHEAP
Service Design Thinking
Jakob Schneider 2014
106. UX Camp CPH
THE TOUCHPOINT PORTFOLIO
IMPACT ON
CUSTOMER
SATISFACTION
COST A LOTCHEAP
Service Design Thinking
Jakob Schneider 2014
107. UX Camp CPH
THE TOUCHPOINT PORTFOLIO
IMPACT ON
CUSTOMER
SATISFACTION
COST A LOTCHEAP
START HERE!
Service Design Thinking
Jakob Schneider 2014
108. UX Camp CPH
CX ANALYSIS
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
SERVICE DESIGN MANAGEMENT
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider 2014
109. UX Camp CPH
Understanding the impact of new or modified touchpoints
on the customer experience, the service ecosystem,
and the organisation, and employee experience …
PROTOTYPING
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider 2014
112. UX Camp CPH
SERVICE DESIGN MANAGEMENT
CX ANALYSIS
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider 2014
113. UX Camp CPH
TAKE-AWAYS
Don’t mind buzzwords.
Design the process. Each and every time.
Document visually. Document professionally.
Prototype early. Prototype cheaply.
Make immaterial elements tangible.
Establish a common language across silos.
Be emphatic. Be a facilitator.
Service Design Thinking
Jakob Schneider 2014
114. UX Camp CPH
FURTHER INTEREST?
BOOKS
Process Principles:
This is Service Design Thinking
by Marc Stickdorn Jakob Schneider (2010)
Service-Dominant Logic:
“The Service-Dominant Logic of Marketing”
by Robert Lusch Stephen Vargo (2006)
Experience Economy:
“The Experience Economy”
by Joseph Pine II James Gilmore (1999)
Service Design:
“Service Design – From Insight to Implementation”
by Andy Polaine, Lavrans Løvlie Ben Reason (2013)
ONLINE RESSOURCES
twitter: #servicedesign
www.designthinkingnetwork.com
www.servicedesignbooks.org
www.service-design-network.org
www.servicedesigntools.org
www.tisdt.com
www.globalservicejam.org
www.smaply.com
Service Design Thinking
Jakob Schneider 2014
115. UX Camp CPH
Jakob Schneider
@jakoblies
jakob@smaply.com
www.kd1.com
www.tisdt.com
www.smaply.com
www.myservicefellow.com
www.thisisservicedesigndoing.com
THANK YOU.
… and have an awesome day!
Service Design Thinking
Jakob Schneider 2014