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Service Design Achievements and Perspectives
Knock & Wait
Study of the Design Council UK 200541 % of all producing companies are regarding design as an integral component of their companies
Design oriented companies are 200% more successful in the stock market
Productparadigm
• Design takes a user perspective, it is user-centric
• Design holistic
• Design is interdisciplinary
• Design has flat hierachies
• Design is creative and co-creating
• Design is visual, stimulates and motivates
Designthinking makes the difference
Study of the Design Council UK 200541 % of all producing companies are regarding design as an integral component of their companies
Design oriented companies are 200% more successful in the stock market
Only 6% of service companies see any role at all for design
Productparadigm
Paradigmchange
• From Products and Technologies towards Solutions
• From the Prestige of Owning towards the Pleasure of Using
• From Selling Stuff to Building Relationsships
Apply designthinking and design methodology to immaterial products in order to create services that are
useful
usable
desirable
efficient
effective
different
Service Design
A first project
Customer Insight
Gulliver
Gulliver
Gulliver
Gulliver
Gulliver
Gulliver
Gulliver
Gulliver
Gulliver
Gulliver
Service Design
1 - Exploration 2 - Creation 3 - R
eflec
tion
4
- Im
plem
entation
PERSONACREAT
ION
Discovery
Personas
Personas
Personas
TOUCHPOINTS
Discovery
CUSTOMERJOUR
NEY
CUSTOMERJOUR
NEY
Discovery
CUSTOMERJOUR
NEY
Discovery
CUSTOMERJOUR
NEY
Discovery
CUSTOMERJOUR
NEY
Discovery
OBSERVATIONALSTUDIES
Discovery
CONTEXTUALIN
TERVIEW
Discovery
WORKALONG
Discovery
Pregnancy
SELFEXP LORAT
ION
Discovery
Baby Bodies
Audio Diaries
Camera Journey
Daddy Diary
Online Questionnaire
Family Game
COMPANIONSHIP
Discovery
1 - Exploration 2 - Creation 3 - R
eflec
tion
4
- Im
plem
entation
COCREATION
Creation
COCREATION
Creation
STORYBOARDING
Creation
SERVICEA CTING
Creation
Tex
Next Generationshopping experience
PROTOTYPING
Creation
Service Design Research
service Design and Behavioral Change
Service Design - stakeholder map
clients
the women
Citizens
caretakers
politicians/City of
Eindhoven
pimps
industry
Tippelzone
System perspective
Deep understanding of motives
Creation
Long term perspective
Rewarding that gives a perspectivecredit-system helps building up a financial background
Levenskracht - basic support
basic support
Perceivable evidence for change and success
basic support
Social Network
»Everyday I have to ask someone for a place to sleep«
Levenskracht - extended support