SlideShare una empresa de Scribd logo
1 de 115
Descargar para leer sin conexión
Service Design Thinking
UX Camp København
Jakob Schneider
2014
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
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
UX Camp CPH
Service design thinking is an iterative process.
REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
Service design thinking is an iterative process.
The Squiggle
by Damien Newman
from Central Inc.
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
DESIGN RESEARCH
EARLY PROTOTYPING
ITERATIVE PROCESS
BUZZWORD BINGO
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
A CUSTOMER JOURNEY
FROM THE PERSONA PERSPECTIVE
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
PERSONA
Jake
30
Male
German
“Don’t believe the hype!”
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
JAKE
1
1 Reading a
travel magazine
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
JAKE
2 Going to a
travel agency
1 2
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
JAKE
3 Reading
online reviews
1 2 3
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
JAKE
4 Booking online
1 2 3 4
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
2 3 4
JAKE
5 Dreaming of holidays
while at work
5
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
3 4
JAKE
6 Packing bags
5 6
Service Design Thinking
Jakob Schneider  2014
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
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
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
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
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
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
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
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
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
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
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
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
UX Camp CPH
4 51 2 3
9 106 7 8
14 1511 12 13
16 17 18
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
INTRODUCING
KLAUS
Cool!
Service Design Thinking
Jakob Schneider  2014
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
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
UX Camp CPH
POSITIVE social media
Service Design Thinking
Jakob Schneider  2014
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
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
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
UX Camp CPH
NEGATIVE social media
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
13.000.000+
Dave Carroll – United breaks guitars
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Dave Carroll – United breaks guitars
13.000.000+
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
CUSTOMER SATISFACTION
EXPECTATIONS VS. EXPERIENCES
Service Design Thinking
Jakob Schneider  2014
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
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
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
UX Camp CPH
MARKETING SHIFTS FROM
ADVERTISEMENTS TO EXPERIENCES
This is where UX comes in, right?
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
#servicedesign
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
SERVICE-DOMINANT LOGIC
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
SERVICE-DOMINANT LOGIC
Product or service?
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
SERVICE DOMINANT LOGIC
Der Service hinter dem Produkt Anrufbeantworter
THE SERVICE BEHIND
THE PRODUCT
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Value-in-Exchange
GOODS-DOMINANT LOGIC
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Value-in-Exchange Value-in-Use
SERVICE-DOMINANT LOGIC
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Value co-creation
SERVICE-DOMINANT LOGIC
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
A D V E R T I S E M E N T S
ADVERTISEMENTS
Service Design Thinking
Jakob Schneider  2014
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
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
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
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
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
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
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
CA B
UX Camp CPH
JAKE
KLAUS
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider  2014
CA B
UX Camp CPH
JAKE
KLAUS
AIRLIN
HOTEL
AGENC
TRANS
REST
REV
DIVING
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
HOTEL
KLAUS
AGENC
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider  2014
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
CA B
UX Camp CPH
JAKE
KLAUS
AIRLIN
HOTEL
AGENC
TRANS
REST
REV
DIVING
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider  2014
CA B
UX Camp CPH
JAKE
KLAUS
AIRLIN
HOTEL
AGENC
TRANS
REST
REV
DIVING
A SERVICE
ECOSYSTEM
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
#servicedesign
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
IT
SALES
DESIGN
MARKETING
... and maybe some of this UX thingy,
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service design is inter-disciplinary.
IT MARKETER
MANAGER
SALES DEVELOPER
PSYCHOLOGIST
DESIGN
DESIGNER
MARKETING
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service design is inter-disciplinary.
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Every discipline has its language.
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service design thinking is a common language.
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service design thinking is an iterative process.
REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
SERVICE
DESIGN
THINKING
DOING
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
Exploration Creation/Reflection Implementation
SELF-EXPLORATION
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
OBSERVATION
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
CONTEXTUAL
INTERVIEWS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
MOBILE
ETHNOGRAPHY
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
PERSONAS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
CUSTOMER
JOURNEY MAPS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
STAKEHOLDER
MAPS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
VALUE NETWORK
MAPS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
SERVICE
PROTOTYPES
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
SERVICE
ADVERTISEMENTS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
BUSINESS MODEL
INNOVATION
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Exploration Creation/Reflection Implementation
THEATRICAL
TOOLS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
#servicedesign
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
5 BASIC PRINCIPLES
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
1 USER-CENTRED
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
2 CO-CREATIVE
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
3 SEQUENCING
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
4 EVIDENCING
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
5 HOLISTIC
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
#servicedesign
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
SERVICE DESIGN MANAGEMENT
CX ANALYSIS
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
CREATIONREFLECTION
SERVICE DESIGN MANAGEMENT
CX ANALYSIS
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
IMPLEMENTATION
CREATIONREFLECTION
CX ANALYSIS
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
SERVICE DESIGN MANAGEMENT
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
THE TOUCHPOINT PORTFOLIO
IMPACT ON
CUSTOMER
SATISFACTION
COST A LOTCHEAP
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
THE TOUCHPOINT PORTFOLIO
IMPACT ON
CUSTOMER
SATISFACTION
COST A LOTCHEAP
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
THE TOUCHPOINT PORTFOLIO
IMPACT ON
CUSTOMER
SATISFACTION
COST A LOTCHEAP
START HERE!
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
CX ANALYSIS
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
SERVICE DESIGN MANAGEMENT
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider  2014
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
UX Camp CPH
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
Service Design Thinking
Jakob Schneider  2014
UX Camp CPH
SERVICE DESIGN MANAGEMENT
CX ANALYSIS
IMPLEMENTATION
IDENTIFICATION
OF CRITICAL
TOUCHPOINTS
CREATIONREFLECTION
Service Design Thinking
Jakob Schneider  2014
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
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
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

Más contenido relacionado

La actualidad más candente

THINGS Agency, The Company Profile
THINGS Agency, The Company ProfileTHINGS Agency, The Company Profile
THINGS Agency, The Company ProfilePier Paolo Bardoni
 
Hospitality Capabilities Package
Hospitality Capabilities PackageHospitality Capabilities Package
Hospitality Capabilities PackageDean Brooks
 
UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...
UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...
UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...UX STRAT
 
Business Design Toolkit - Design Sojourn
Business Design Toolkit - Design SojournBusiness Design Toolkit - Design Sojourn
Business Design Toolkit - Design Sojourndesignsojourn
 
Interior Design Consultation Proposal PowerPoint Presentation Slides
Interior Design Consultation Proposal PowerPoint Presentation SlidesInterior Design Consultation Proposal PowerPoint Presentation Slides
Interior Design Consultation Proposal PowerPoint Presentation SlidesSlideTeam
 
Bootstrapping the Information Architecture (Italian IA Summit)
Bootstrapping the Information Architecture (Italian IA Summit)Bootstrapping the Information Architecture (Italian IA Summit)
Bootstrapping the Information Architecture (Italian IA Summit)Peter Boersma
 
SDDMilan Intro
SDDMilan IntroSDDMilan Intro
SDDMilan IntroSDDMilan
 
Livepot brochure (1)
Livepot brochure (1)Livepot brochure (1)
Livepot brochure (1)ramnaramna
 
Reign Seven Nine; Web Designing India Company Profile
Reign Seven Nine; Web Designing India Company ProfileReign Seven Nine; Web Designing India Company Profile
Reign Seven Nine; Web Designing India Company ProfileRaincheck Networks Pvt Ltd
 
ArtOwls Creative Design Presentation
ArtOwls Creative Design PresentationArtOwls Creative Design Presentation
ArtOwls Creative Design PresentationVijay N
 
From idea to ux roadmap - MakeIt Masterclass - Boost User Experience
From idea to ux roadmap - MakeIt Masterclass - Boost User ExperienceFrom idea to ux roadmap - MakeIt Masterclass - Boost User Experience
From idea to ux roadmap - MakeIt Masterclass - Boost User ExperienceClaudio Cossio
 
a2d architecture
a2d architecturea2d architecture
a2d architecturea2d
 
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...SDDMilan
 
UXSTRAT 2013: Tim Loo's Workshop Presentation
UXSTRAT 2013: Tim Loo's Workshop PresentationUXSTRAT 2013: Tim Loo's Workshop Presentation
UXSTRAT 2013: Tim Loo's Workshop PresentationTim Loo
 
Company Profile - Speculus Services
Company Profile - Speculus ServicesCompany Profile - Speculus Services
Company Profile - Speculus ServicesRahul Pandey
 
Aimir company brochure
Aimir company brochureAimir company brochure
Aimir company brochureMomo Cui
 
Nerd Monk Profile
Nerd Monk ProfileNerd Monk Profile
Nerd Monk ProfileNerd Monk
 
hikeTicino - Design for the hiking experience
hikeTicino - Design for the hiking experiencehikeTicino - Design for the hiking experience
hikeTicino - Design for the hiking experienceSketchin
 

La actualidad más candente (20)

THINGS Agency, The Company Profile
THINGS Agency, The Company ProfileTHINGS Agency, The Company Profile
THINGS Agency, The Company Profile
 
Hospitality Capabilities Package
Hospitality Capabilities PackageHospitality Capabilities Package
Hospitality Capabilities Package
 
UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...
UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...
UX STRAT 2013: Lis Hubert and Paul McAleer, Mapping Business Value to UX Stra...
 
Business Design Toolkit - Design Sojourn
Business Design Toolkit - Design SojournBusiness Design Toolkit - Design Sojourn
Business Design Toolkit - Design Sojourn
 
Interior Design Consultation Proposal PowerPoint Presentation Slides
Interior Design Consultation Proposal PowerPoint Presentation SlidesInterior Design Consultation Proposal PowerPoint Presentation Slides
Interior Design Consultation Proposal PowerPoint Presentation Slides
 
Bootstrapping the Information Architecture (Italian IA Summit)
Bootstrapping the Information Architecture (Italian IA Summit)Bootstrapping the Information Architecture (Italian IA Summit)
Bootstrapping the Information Architecture (Italian IA Summit)
 
SDDMilan Intro
SDDMilan IntroSDDMilan Intro
SDDMilan Intro
 
Livepot brochure (1)
Livepot brochure (1)Livepot brochure (1)
Livepot brochure (1)
 
Reign Seven Nine; Web Designing India Company Profile
Reign Seven Nine; Web Designing India Company ProfileReign Seven Nine; Web Designing India Company Profile
Reign Seven Nine; Web Designing India Company Profile
 
ArtOwls Creative Design Presentation
ArtOwls Creative Design PresentationArtOwls Creative Design Presentation
ArtOwls Creative Design Presentation
 
From idea to ux roadmap - MakeIt Masterclass - Boost User Experience
From idea to ux roadmap - MakeIt Masterclass - Boost User ExperienceFrom idea to ux roadmap - MakeIt Masterclass - Boost User Experience
From idea to ux roadmap - MakeIt Masterclass - Boost User Experience
 
a2d architecture
a2d architecturea2d architecture
a2d architecture
 
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...
Service Design Drinks Milan #4 - Sketchin - Service design for journalism and...
 
UXSTRAT 2013: Tim Loo's Workshop Presentation
UXSTRAT 2013: Tim Loo's Workshop PresentationUXSTRAT 2013: Tim Loo's Workshop Presentation
UXSTRAT 2013: Tim Loo's Workshop Presentation
 
Company Profile - Speculus Services
Company Profile - Speculus ServicesCompany Profile - Speculus Services
Company Profile - Speculus Services
 
Aimir company brochure
Aimir company brochureAimir company brochure
Aimir company brochure
 
Nerd Monk Profile
Nerd Monk ProfileNerd Monk Profile
Nerd Monk Profile
 
Aurea Company profile
Aurea Company profileAurea Company profile
Aurea Company profile
 
hikeTicino - Design for the hiking experience
hikeTicino - Design for the hiking experiencehikeTicino - Design for the hiking experience
hikeTicino - Design for the hiking experience
 
Design Portfolio
Design PortfolioDesign Portfolio
Design Portfolio
 

Destacado

Service Design Thinking
Service Design ThinkingService Design Thinking
Service Design ThinkingMarc Stickdorn
 
Design Thinking - Bootcamp
Design Thinking - BootcampDesign Thinking - Bootcamp
Design Thinking - BootcampJan Schmiedgen
 
UX design, service design and design thinking
UX design, service design and design thinkingUX design, service design and design thinking
UX design, service design and design thinkingSylvain Cottong
 
The role of Design Thinking
The role of Design ThinkingThe role of Design Thinking
The role of Design ThinkingPieter Baert
 
Introducing design thinking
Introducing design thinkingIntroducing design thinking
Introducing design thinkingZaana Jaclyn
 
DIY Service Design, the toolkit (euroIA 2014, Brussels)
DIY Service Design, the toolkit (euroIA 2014, Brussels)DIY Service Design, the toolkit (euroIA 2014, Brussels)
DIY Service Design, the toolkit (euroIA 2014, Brussels)Koen Peters
 
5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design Journey5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
 
Nuremberg Service Design Drinks #1
Nuremberg Service Design Drinks #1Nuremberg Service Design Drinks #1
Nuremberg Service Design Drinks #1Marc Stickdorn
 
IDEO's design thinking.
IDEO's design thinking. IDEO's design thinking.
IDEO's design thinking. BeeCanvas
 
서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)
서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)
서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)USABLE 윤
 
Crash Course Design Thinking - by @arnoutsmeets
Crash Course Design Thinking - by @arnoutsmeetsCrash Course Design Thinking - by @arnoutsmeets
Crash Course Design Thinking - by @arnoutsmeetsBoard of Innovation
 
Design Thinking: The one thing that will transform the way you think
Design Thinking: The one thing that will transform the way you thinkDesign Thinking: The one thing that will transform the way you think
Design Thinking: The one thing that will transform the way you thinkDigital Surgeons
 
Intro to Design Thinking
Intro to Design ThinkingIntro to Design Thinking
Intro to Design ThinkingMike Krieger
 
Design Thinking: Finding Problems Worth Solving In Health
Design Thinking: Finding Problems Worth Solving In HealthDesign Thinking: Finding Problems Worth Solving In Health
Design Thinking: Finding Problems Worth Solving In HealthAdam Connor
 
Service Design Thinking - How to successfully innovate beyond buzzwords
Service Design Thinking - How to successfully innovate beyond buzzwordsService Design Thinking - How to successfully innovate beyond buzzwords
Service Design Thinking - How to successfully innovate beyond buzzwordsMarc Stickdorn
 
0410 research
0410 research0410 research
0410 researchNananssol
 

Destacado (20)

Service Design Thinking
Service Design ThinkingService Design Thinking
Service Design Thinking
 
Design Thinking - Bootcamp
Design Thinking - BootcampDesign Thinking - Bootcamp
Design Thinking - Bootcamp
 
UX design, service design and design thinking
UX design, service design and design thinkingUX design, service design and design thinking
UX design, service design and design thinking
 
The role of Design Thinking
The role of Design ThinkingThe role of Design Thinking
The role of Design Thinking
 
Introducing design thinking
Introducing design thinkingIntroducing design thinking
Introducing design thinking
 
Design Thinking Method Cards
Design Thinking Method CardsDesign Thinking Method Cards
Design Thinking Method Cards
 
DIY Service Design, the toolkit (euroIA 2014, Brussels)
DIY Service Design, the toolkit (euroIA 2014, Brussels)DIY Service Design, the toolkit (euroIA 2014, Brussels)
DIY Service Design, the toolkit (euroIA 2014, Brussels)
 
5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design Journey5 Things I Wish I Knew – A Service Design Journey
5 Things I Wish I Knew – A Service Design Journey
 
Nuremberg Service Design Drinks #1
Nuremberg Service Design Drinks #1Nuremberg Service Design Drinks #1
Nuremberg Service Design Drinks #1
 
Kickstarting Design Thinking
Kickstarting Design ThinkingKickstarting Design Thinking
Kickstarting Design Thinking
 
IDEO's design thinking.
IDEO's design thinking. IDEO's design thinking.
IDEO's design thinking.
 
Design Thinking Method Cards (Beta 1.0)
Design Thinking Method Cards (Beta 1.0)Design Thinking Method Cards (Beta 1.0)
Design Thinking Method Cards (Beta 1.0)
 
Service Design Thinking
Service Design ThinkingService Design Thinking
Service Design Thinking
 
서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)
서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)
서비스디자인, 서비스산업을 다시 디자인하다 (2016.4. PPT)
 
Crash Course Design Thinking - by @arnoutsmeets
Crash Course Design Thinking - by @arnoutsmeetsCrash Course Design Thinking - by @arnoutsmeets
Crash Course Design Thinking - by @arnoutsmeets
 
Design Thinking: The one thing that will transform the way you think
Design Thinking: The one thing that will transform the way you thinkDesign Thinking: The one thing that will transform the way you think
Design Thinking: The one thing that will transform the way you think
 
Intro to Design Thinking
Intro to Design ThinkingIntro to Design Thinking
Intro to Design Thinking
 
Design Thinking: Finding Problems Worth Solving In Health
Design Thinking: Finding Problems Worth Solving In HealthDesign Thinking: Finding Problems Worth Solving In Health
Design Thinking: Finding Problems Worth Solving In Health
 
Service Design Thinking - How to successfully innovate beyond buzzwords
Service Design Thinking - How to successfully innovate beyond buzzwordsService Design Thinking - How to successfully innovate beyond buzzwords
Service Design Thinking - How to successfully innovate beyond buzzwords
 
0410 research
0410 research0410 research
0410 research
 

Similar a This is Service Design Thinking @ UXCamp CPH 4-2014

8/21 Keynote Speech 1
8/21 Keynote Speech 18/21 Keynote Speech 1
8/21 Keynote Speech 1CDRI_snowshih
 
CPD Breakfast at the Blue Fin: Top five takeaways for designers
CPD Breakfast at the Blue Fin: Top five takeaways for designersCPD Breakfast at the Blue Fin: Top five takeaways for designers
CPD Breakfast at the Blue Fin: Top five takeaways for designersApplecore Designs Limited
 
Customer journey mapping and innovation
Customer journey mapping and innovationCustomer journey mapping and innovation
Customer journey mapping and innovationLivework Studio
 
Mark Eslick Graphics Services Presentation
Mark Eslick Graphics Services PresentationMark Eslick Graphics Services Presentation
Mark Eslick Graphics Services PresentationMark Eslick
 
Darren Jenkins Online Folio
Darren Jenkins Online FolioDarren Jenkins Online Folio
Darren Jenkins Online FolioDarren Jenkins
 
FLA_Pitch_Deck_092016_V2
FLA_Pitch_Deck_092016_V2FLA_Pitch_Deck_092016_V2
FLA_Pitch_Deck_092016_V2Scott Blatter
 
Online Department: Our UX for e-commerce cases
Online Department: Our UX for e-commerce casesOnline Department: Our UX for e-commerce cases
Online Department: Our UX for e-commerce casesOnline Department
 
propelland strategic design + engineering firm - capabilities and key project...
propelland strategic design + engineering firm - capabilities and key project...propelland strategic design + engineering firm - capabilities and key project...
propelland strategic design + engineering firm - capabilities and key project...propelland
 
Beyond pixels, screens and best practices designing with ux in mind
Beyond pixels, screens and best practices  designing with ux in mindBeyond pixels, screens and best practices  designing with ux in mind
Beyond pixels, screens and best practices designing with ux in mindCarbon Interactive Pte Ltd
 
UX Antwerp Meetup March 2019: "defining-digital-products"
UX Antwerp Meetup March 2019: "defining-digital-products"UX Antwerp Meetup March 2019: "defining-digital-products"
UX Antwerp Meetup March 2019: "defining-digital-products"UX Antwerp Meetup
 
This is the Lean Agile Design Thingything / Marc Stickdorn
This is the Lean Agile Design Thingything / Marc StickdornThis is the Lean Agile Design Thingything / Marc Stickdorn
This is the Lean Agile Design Thingything / Marc StickdornService Experience Camp
 
Curran & Connors Presentation
Curran & Connors PresentationCurran & Connors Presentation
Curran & Connors PresentationEric Hill
 
Mike long-portfolio-presentation
Mike long-portfolio-presentationMike long-portfolio-presentation
Mike long-portfolio-presentationMike Long
 
Portfolio Presentation
Portfolio PresentationPortfolio Presentation
Portfolio PresentationMike Long
 
Mike long-portfolio-presentation
Mike long-portfolio-presentationMike long-portfolio-presentation
Mike long-portfolio-presentationMike Long
 
c-cubesolutions-presentation
c-cubesolutions-presentationc-cubesolutions-presentation
c-cubesolutions-presentationHarpreet Singh
 
Teaminterface company profile 2014(eng)
Teaminterface company profile 2014(eng)Teaminterface company profile 2014(eng)
Teaminterface company profile 2014(eng)teaminterface
 

Similar a This is Service Design Thinking @ UXCamp CPH 4-2014 (20)

8/21 Keynote Speech 1
8/21 Keynote Speech 18/21 Keynote Speech 1
8/21 Keynote Speech 1
 
CPD Breakfast at the Blue Fin: Top five takeaways for designers
CPD Breakfast at the Blue Fin: Top five takeaways for designersCPD Breakfast at the Blue Fin: Top five takeaways for designers
CPD Breakfast at the Blue Fin: Top five takeaways for designers
 
Customer journey mapping and innovation
Customer journey mapping and innovationCustomer journey mapping and innovation
Customer journey mapping and innovation
 
Mark Eslick Graphics Services Presentation
Mark Eslick Graphics Services PresentationMark Eslick Graphics Services Presentation
Mark Eslick Graphics Services Presentation
 
Darren Jenkins Online Folio
Darren Jenkins Online FolioDarren Jenkins Online Folio
Darren Jenkins Online Folio
 
Tis
TisTis
Tis
 
FLA_Pitch_Deck_092016_V2
FLA_Pitch_Deck_092016_V2FLA_Pitch_Deck_092016_V2
FLA_Pitch_Deck_092016_V2
 
Online Department: Our UX for e-commerce cases
Online Department: Our UX for e-commerce casesOnline Department: Our UX for e-commerce cases
Online Department: Our UX for e-commerce cases
 
propelland strategic design + engineering firm - capabilities and key project...
propelland strategic design + engineering firm - capabilities and key project...propelland strategic design + engineering firm - capabilities and key project...
propelland strategic design + engineering firm - capabilities and key project...
 
Who is Relax In The Air?
Who is Relax In The Air?Who is Relax In The Air?
Who is Relax In The Air?
 
Beyond pixels, screens and best practices designing with ux in mind
Beyond pixels, screens and best practices  designing with ux in mindBeyond pixels, screens and best practices  designing with ux in mind
Beyond pixels, screens and best practices designing with ux in mind
 
UX Antwerp Meetup March 2019: "defining-digital-products"
UX Antwerp Meetup March 2019: "defining-digital-products"UX Antwerp Meetup March 2019: "defining-digital-products"
UX Antwerp Meetup March 2019: "defining-digital-products"
 
This is the Lean Agile Design Thingything / Marc Stickdorn
This is the Lean Agile Design Thingything / Marc StickdornThis is the Lean Agile Design Thingything / Marc Stickdorn
This is the Lean Agile Design Thingything / Marc Stickdorn
 
Wonderland portfolio 2017
Wonderland portfolio 2017Wonderland portfolio 2017
Wonderland portfolio 2017
 
Curran & Connors Presentation
Curran & Connors PresentationCurran & Connors Presentation
Curran & Connors Presentation
 
Mike long-portfolio-presentation
Mike long-portfolio-presentationMike long-portfolio-presentation
Mike long-portfolio-presentation
 
Portfolio Presentation
Portfolio PresentationPortfolio Presentation
Portfolio Presentation
 
Mike long-portfolio-presentation
Mike long-portfolio-presentationMike long-portfolio-presentation
Mike long-portfolio-presentation
 
c-cubesolutions-presentation
c-cubesolutions-presentationc-cubesolutions-presentation
c-cubesolutions-presentation
 
Teaminterface company profile 2014(eng)
Teaminterface company profile 2014(eng)Teaminterface company profile 2014(eng)
Teaminterface company profile 2014(eng)
 

Último

Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before ConstructionResDraft
 
Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxSamKuruvilla5
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfsaidbilgen
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxHasan S
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazineRivanEleraki
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLkenzukiri
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comjakyjhon00
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtTeeFusion
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTThink 360 Studio
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Amil baba
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Ed Orozco
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...khushisharma298853
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024mikailaoh
 
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...Pranav Subramanian
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillCre8iveskill
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxb2kshani34
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfHctorFranciscoSnchez1
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024Alan Dix
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Ted Drake
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsBlock Party
 

Último (20)

Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before Construction
 
Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptx
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazine
 
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.com
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy Shirt
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPT
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024
 
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
TIMBRE: HOW MIGHT WE REMEDY MUSIC DESERTS AND FACILITATE GROWTH OF A MUSICAL ...
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkill
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptx
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdf
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teams
 

This is Service Design Thinking @ UXCamp CPH 4-2014

  • 1. Service Design Thinking UX Camp København Jakob Schneider 2014
  • 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
  • 10. UX Camp CPH PERSONA Jake 30 Male German “Don’t believe the hype!” 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
  • 30. UX Camp CPH 4 51 2 3 9 106 7 8 14 1511 12 13 16 17 18 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
  • 32. UX Camp CPH INTRODUCING KLAUS Cool! 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
  • 35. UX Camp CPH POSITIVE social media Service 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
  • 39. UX Camp CPH NEGATIVE social media Service Design Thinking Jakob Schneider  2014
  • 40. UX Camp CPH 13.000.000+ Dave Carroll – United breaks guitars 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
  • 47. UX Camp CPH #servicedesign Service Design Thinking Jakob Schneider  2014
  • 48. UX Camp CPH SERVICE-DOMINANT LOGIC Service Design Thinking Jakob Schneider  2014
  • 49. UX Camp CPH SERVICE-DOMINANT LOGIC Product or service? 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
  • 51. UX Camp CPH Value-in-Exchange GOODS-DOMINANT LOGIC Service Design Thinking Jakob Schneider  2014
  • 52. UX Camp CPH Value-in-Exchange Value-in-Use SERVICE-DOMINANT LOGIC 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
  • 64. UX Camp CPH HOTEL KLAUS AGENC 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
  • 68. UX Camp CPH #servicedesign 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
  • 70. UX Camp CPH IT SALES DESIGN MARKETING ... and maybe some of this UX thingy, 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
  • 76. UX Camp CPH SERVICE DESIGN THINKING DOING 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
  • 90. UX Camp CPH #servicedesign Service Design Thinking Jakob Schneider  2014
  • 91. UX Camp CPH 5 BASIC PRINCIPLES Service Design Thinking Jakob Schneider  2014
  • 92. UX Camp CPH 1 USER-CENTRED Service Design Thinking Jakob Schneider  2014
  • 93. UX Camp CPH 2 CO-CREATIVE Service Design Thinking Jakob Schneider  2014
  • 94. UX Camp CPH 3 SEQUENCING Service Design Thinking Jakob Schneider  2014
  • 95. UX Camp CPH 4 EVIDENCING Service Design Thinking Jakob Schneider  2014
  • 96. UX Camp CPH 5 HOLISTIC Service Design Thinking Jakob Schneider  2014
  • 97. UX Camp CPH #servicedesign 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
  • 100. UX Camp CPH IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS CREATIONREFLECTION SERVICE DESIGN MANAGEMENT CX ANALYSIS Service Design Thinking Jakob Schneider  2014
  • 101. UX Camp CPH Service Design Thinking Jakob Schneider  2014
  • 102. UX Camp CPH Service Design Thinking Jakob Schneider  2014
  • 103. UX Camp CPH Service Design Thinking Jakob Schneider  2014
  • 104. UX Camp CPH IMPLEMENTATION CREATIONREFLECTION CX ANALYSIS IDENTIFICATION OF CRITICAL TOUCHPOINTS SERVICE DESIGN MANAGEMENT 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
  • 110. UX Camp CPH Service Design Thinking Jakob Schneider  2014
  • 111. UX Camp CPH 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