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Digitalt Servicedesign for biblioteker
1.
DIGITALT SERVICEDESIGN Gratis er
ikke længere nok RENÉ LUNDGAARD KRISTENSEN User Experience konsulent Creuna Danmark
2.
UDFORDRINGER DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
3.
I ER I
ØGET KONKURRENCE At en service er gratis er ikke længere nok DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
4.
I OPLEVER ØGET
KRAV TIL SERVICES Mere vil have mere DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
5.
FORVENTNINGER STOPPER IKKE
VED INDGANGEN DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
6.
“PÅ ET BIBLIOTEK,
DER LÅNER MAN BØGER” DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
7.
“MEN BIBLIOTEKET ER
SÅ MEGET MERE…” …men det ved borgerne ikke nødvendigvis DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
8.
HVAD ER SERVICEDESIGN? DIGITALT SERVICEDESIGN,
22. oktober 2009 © Creuna
9.
Let’s pages, of
a inside. billI got 300 that’s wonderful. Wellhad to In a box. iPhone... and Right here. Ok, see what’s phone I I have an my firstto AT&T switch AT&T bill DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
10.
HVAD ER SERVICE
DESIGN? Service Design is a profession concerned with improving the experience that customers receive from a service provider. http://en.wikipedia.org/wiki/Service_design DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
11.
1 DIGITAL BRIEFING 2009,
25.09.09 © Creuna © Creuna 1
12.
HVAD ER SERVICE
DESIGN? DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
13.
NON-TANGIBLE SERVICES
1 DIGITAL BRIEFING 2009, 25.09.09 © Creuna © Creuna 3
14.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
15.
Salt
Sodavand Håndgribelig Vaskemiddel “SERVIFICERING” Biler DIGITALT SERVICEDESIGN, 22. oktober 2009 Kosmetik Fastfood butikker Fastfood-butikker Reklamebureauer Flyselskaber Investeringsrådgivning © Creuna Konsulentvirksomhed Biblioteker Oplysning Abstrakt
16.
SERVICE TRENDS EN AFSTIKKER
TIL FORBRUGERNES SERVICEVERDEN LIGE NU DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
17.
MUSIK SOM PRODUKT DIGITALT
SERVICEDESIGN, 22. oktober 2009 © Creuna
18.
MUSIK SOM PRODUKT
Ubekvemmeligt Svært at transportere. 12 numre er ingenting. Lav tilgængelighed Butikken har åbent mellem 9 og 17. Det tager 3 dage at sende en cd med posten - hvis den kommer frem. Svær at dele Det kræver arbejde at dele musik fra en cd. DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
19.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
20.
bare
Ipod er én kanal i en Ipod’en er ikke en cool gadget kompleks serviceøkologi. DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
21.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
22.
BROWSE
KØB GEM LYTTE DELE ANBEFALE DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
23.
PÅ TI ÅR
BLEV MUSIK TIL REN SERVICE Abstrakt Håndgribelig DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
24.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
25.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
26.
BILEN SOM EN
SERVICE DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
27.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
28.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
29.
HVAD BETYDER DETTE
FOR BIBLIOTEKER? DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
30.
Borgeren forventer godt
designede, effektive digital services. Borgeren forventer sammenhæng i serviceøkologien og mellem online- og offline-kanalerne. Borgeren kan skelne mellem god og dårlig service. DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna © Creuna
31.
”Men vi kan
ikke vente på, at skolen uddanner en hel generation” (…) ”Det er lettere at lære en butiksuddannet de elementære greb i at være bibliotekar end at lære en bibliotekar de elementære greb i servicefaget” - Steffen Gulmann Professor i byudvikling og formand for DDC © Creuna
32.
HVORFOR DIGITAL SERVICEDESIGN
I BIBLIOTEKER? “ Providers like schools and hospitals have a duty to work even harder than commercial brands to create services that make people feel positive about the experiences they are having. http://innovationinsight.net DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
33.
NYT MINDSET
At stille en service til rådighed At yde en service DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
34.
INSPIRATION ER EN
SERVICE Borgeren tager initiativet I tager initiativet DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
35.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
36.
DIGITAL SERVICEDESIGN, Århus
d. 21. oktober 2009 © Creuna
37.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
38.
SKAB SAMMENHÆNGSKRAFT
Borgeren kommer til os… Vi kommer til borgeren… DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
39.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
40.
mobil
updates & underholdning undervejs send feedback til sms 1234 kom igang Du skal have adgang til internet på *Dagens video Vind togkort din mobil Dagens Nyheder Send sms med ordet ”scan” til 1220 Du modtager en sms med et link Åbn linket for at downloade Scanlife programmet til din kameratelefon *Video of the day Dagens Nyheder Dagens Nyheder Åbn Scanlife programmet for at skanne koder !"#$%&'(%) Hold kamera op foran koden, vent *+#,+-.$/$0 Klik på link Ugens lm i biograferne Lyt til et kapitel Ugens lokale natteliv * Iphones/HTC Magic – Hent Scanlife i App. Store. 27.september i Tivoli VOICE ‘09 Program & nyheder * Se musikvideo Vind en PepsiMaxi Vind en HTC Hero * Videoer med stjerne er datatung, og afvikles bedst med et 3G-abonnement Anvendelse af todimensionale stregkoder sker til almindelig datatra ktakst og betales via mobilregningen. Scanbuy Denmark ApS og dets samarbejdspartnere fraskriver sig ethvert ansvar for al skade, direkte eller indirekte, der måtte opstå som følge af brugerens benyttelse af ScanLife, tredjemands software og services, der opnås adgang til via ScanLife. DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
41.
DIGITAL SERVICEDESIGN, Århus
d. 21. oktober 2009 © Creuna
42.
HVORDAN GÅR VI
TIL OPGAVEN? DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
43.
TRE KONKRETE OPGAVER
Gennemgå produktportefølje Gennemgå med kvalitative briller Skab en serviceøkologi Tænk biblioteket ind i en sammenhæng set fra borgernes perspektiv Tænk som en virksomhed Husk, borgernes er også forbrugere, og det er her, forventninger opstår DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
44.
TRE METODER
Brugerindsigt Ikke blot kvantitativt, men på hvert scenarium, der skal understøttes. Scenarie-tænkning og touch point analyse Forhold jer til virkeligheden og brugernes kontekst. Fokusér på den faktiske oplevelse Det er brugerens faktiske oplevelse, der afgør om en service er god eller ej. DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
45.
“CLOSE THE GAP”
SERVICEYDELSER HVAD VI LEVERER SOM BIBLIOTEK DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
46.
“CLOSE THE GAP”
BRUGERINDSIGT HVAD VI LEVERER SOM BIBLIOTEK DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
47.
DIGITALT SERVICEDESIGN, 22.
oktober 2009 © Creuna
48.
“CLOSE THE GAP”
PROBLEMSTILLINGER BRUGERINDSIGT HVAD VI LEVERER SOM BIBLIOTEK DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
49.
“CLOSE THE GAP”
SCENARIER PROBLEMSTILLINGER BRUGERINDSIGT HVAD VI LEVERER SOM BIBLIOTEK DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
50.
Lorem ipsum dolor
sit amet, Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, consectetur elit. Suspendisse rutrum, consectetur adipiscing elit. Suspendisse consectetur adipiscing elit. consectetur adipiscing elit. lacus id dignissim posuere, lacus erat rutrum, lacus Suspendisse rutrum, lacus id dign tristique. issim posuere, lacus erat tr Lorem ipsum dolor sit Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, rutrum, consectetur adipiscing elit. consectetur adipiscing elit. Suspendisse lacus id dignissim posuere, lacus erat Suspendisse rutrum, l rutrum, lacus id dignissim posuere, tristique. lacus erat tristique. DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
51.
“CLOSE THE GAP”
HANDLING HANDLING HANDLING HANDLING HANDLING HANDLING SCENARIER PROBLEMSTILLINGER BRUGERINDSIGT HVAD VI LEVERER SOM BIBLIOTEK DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
52.
HANDLING
HANDLING HANDLING HANDLING HANDLING HANDLING DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
53.
POINT
POINT POINT POINT POINT POINT Medarbejdere DIGITAL SERVICEDESIGN, 22. oktober 2009 © Creuna
54.
DEN FAKTISKE SERVICEOPLEVELSE Identificér potentielle “gaps”
i planlægning, design og levering af en service DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
55.
TAK René Lundgaard Kristensen User
experience konsulent E: rene.kristensen@creuna.dk Twitter: renelundgaard T: + 45 22 49 83 42 DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna
56.
SPØRGSMÅL René Lundgaard Kristensen User
experience konsulent E: rene.kristensen@creuna.dk Twitter: renelundgaard T: + 45 22 49 83 42 DIGITALT SERVICEDESIGN, 22. oktober 2009 © Creuna