What’s a remarkable service you experienced in Berlin? Which experience made you return to a business or place? Berlin’s August Service Design Drinks invited to map outstanding service experiences in the city. These are the intermediary results — while a digital version follows soon …

1. LAUNCH LABS / AUGUST 1, 2012
Service
Design
Drinks
Mapping
Services
in Berlin

2. What’s a remarkable service you experienced in
Berlin? Which experience made you return to a
business or place? August’s Service Design Drinks
invited to map outstanding service experiences
in Berlin. These are the intermediary results —
while a digital map version follows soon.

3. Every attendee of the event was asked to bring
a service experience along and note it down in
an elevator pitch-like form.

4. For better understanding two example services
– Kochhaus and Ostrad – were discussed and
distinguished within two categories:
• service as a product (the core business)
• service as an add-on (yet another touchpoint)

5. SERVICE AS PRODUCT
Kochhaus

6. ‘Mapping Service Experiences’
For a foodie & chef at home TARGET
CUSTOMER
who has way too little time CUSTOMER
NEED
NAME Kochhaus is a Supermarket
SERVICE MARKET
CATEGORY
in Eberswalder Str. & Hauptstraße
LOCATION
(STREET)
that offers pre-compiled recipes
ONE KEY
. BENEFIT
Unlike Kaisers, Perfetto or Proviant
COMPE-
TITION
UNIQUE
the service offers all ingredients DIFFEREN-
TIATOR
in 1 single shop w/o need running thru the city
.
What type of service is it?
× SERVICE AS PRODUCT SERVICE AS ADD-ON

7. SERVICE AS ADD-ON
Ostrad

8. ‘Mapping Service Experiences’
For urban shoppers TARGET
CUSTOMER
who ride the city by bike CUSTOMER
NEED
SERVICE
NAME Ostrad is a bike store MARKET
CATEGORY
in Prenzlauer Berg & around Winsstr.
LOCATION
(STREET)
that has bike racks all over the kiez .
ONE KEY
BENEFIT
Unlike other bike stores COMPE-
TITION
UNIQUE
the service of Ostrad assists me DIFFEREN-
TIATOR
beyond their own store & at other stores
.
What type of service is it?
SERVICE AS PRODUCT × SERVICE AS ADD-ON

9. These are the collaboratively collected
service experiences …

38. Thanks for sharing under
Creative Commons Attribution 3.0
Unported License.
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