this is service design thinking @ uxcamp cph 4-2014

Download This is Service Design Thinking @ UXCamp CPH 4-2014

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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.

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  • Service Design Thinking UX Camp Kbenhavn 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 customers shoes. Service Design Thinking Jakob Schneider 2014
  • UX Camp CPH PERSONA Jake 30 Male German Dont believe the hype! Service Design Thinking Jakob Schneider 2014
  • UX Camp CPH PERSONA Dont 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-Exchang