sid workshop with the irc
TRANSCRIPT
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Service Innovation & Design Workshop
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Agenda:
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#GSJam 2015 map
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What are we going to do?
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TerminologiesServiceInnovationDesignCustomerExperience
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CustomerA customer is anyone who receives products or services (outputs) from a supplier. Customers can be either people or organizations and can be either external or internal to the supplier organization.
Examples: customers include clients, consumers, users, guests, patients, purchasers, and beneficiaries.
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ServiceWhat is Service?
• Intangible products• An interaction between a business and
customers• Generate a value to customer, and a revenue
to a business
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Service Dimensions
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Service Dimensions
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Service Dimensions
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Innovation
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Innovation
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Innovation
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Innovation
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Innovation
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Innovation
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InnovationDo you know a story about innovation?
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Innovation
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DesignRealization of a concept or idea into a configuration, drawing, model, pattern, plan or specification (on which the actual or commercial production of an item is based) and which helps achieve the item's designated objective(s).
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Design Thinking!
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Design Thinking
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Design
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Design
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Customer ExperienceCustomer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service.
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ServiceProvide a ”VALUE” to a “Customer”, to solve a problem, do a jobCreate money/target for provider
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Business or Social
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Singapore
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Service DesignThe service design takes form from a multidisciplinary process, merging several figures and competences.
At first the tools used during this process were taken from the fields that gave rise to the service design practice: social science, business, design and technology.
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Service DesignService design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers.
SDN
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Tools
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What happens When you refuse to empathize with your customerWhen you refuse to cope & adapt with change
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i phone
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Customer Life Cycle Model
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Customer Life Cycle
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Customer Life Cycle
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Pain Relievers
Gain Creator
Products & Services
Gains
Pains
Job to be done
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Please:• No go out due to security reasons• Keep the space clean and arranged• Recollect tools after the session in the box• Try to keep our voice low (because we are near
to the library)• We should leave at 3:30 pm sharp
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How to use the Canvas?
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Mistakes:1. Not looking at the Value Proposition
Canvas as two separate building blocks2. Mixing several customer segments into
one canvas3. Creating your Customer Profile through
the lens of your value proposition4. Only focusing on functional jobs5. Trying to address every customer pain
and gain
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1- Not looking at the Value Proposition Canvas as two separate building blocks
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2. Mixing several customer segments into one canvas
(work through the Customer Profile one customer segment at a time)
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3. Creating your Customer Profile through the lens of your value proposition
(you should step into your customers shoes)
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4. Only focusing on functional jobs
(functional, social, or emotional)
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5. Trying to address every customer pain and gain
(that the best value propositions are focused primarily on resolving only those jobs, pains, and gains that are highest priority to customers)
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It is a design processPut it once in the pains or the gains, depending on customer profilee.g.: “high cost saving” is a gain creator for wealthy customers “high cost saving” is a pain releaver for a teenager customer
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Business Models, & Why They’re Important
http://timkastelle.org/blog/2012/01/eight-models-of-business-models-why-theyre-important/
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Value Networks from Verna Allee
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Henry Chesbrough
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Strategy Diamond
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Patrick Staehler
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Business Model Canvas
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Long Range Planningthe special issue mentioned above makes a couple of important contributions. There is a new model of business models in the paper by David Teece, but it is more of a model to use in description if you are trying to study these academically. It’s not really one that you could use very easily within a firm for analysis.
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Seizing the White Space
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Escape Velocitythe latest book by Geoffrey Moore is fantastic. In it he includes a 9-point Market Strategy Framework, which includes elements like Target Customer, Compelling Reason to Buy, Partners and Allies, etc. If you look at it, it’s outlining a business model.
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Blue Ocean Strategy
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creating a new market space, by blending opera and ballet with the circus format while eliminating star performers and animals
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Business Model Canvas
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Books & References
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http://www.servicedesigntools.org/
CLICK
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