DAY TWO – OCT 3rd 2015 at Global Service Design Conference NYC
AFTERNOON SESSIONS / / SYSTEM CHANGE / CULTURE CHANGE
more info at: http://bit.ly/1PoNvbj
3. Attraction
centres
USA
3,6m
1,1 %
Israel
220k
2,8 %
Russia
400k
0,3 %
China
2m
0,3 %
India
2,8m
0,22 %
Germany
950k
1,1 %
Great
Britain
860k
1,3 %
example
Competition for IT-specialists Churn
centres
The percentage
of population
employed in IT
%
Global competition for
high-skilled professionals
8. Cities absorb best business
practices and tools
And now it’s high time
for service design
CrowdsourcingCompetitive
analysis
Strategy
and
planning
Segmentation Branding
9. Some cities started to
apply service design to
improve certain urban
practices
29. Creating vision for ideal city
never being there before
Verbal and image
associations
Market Research Online Community
Photo collages
of their own and
ideal cities
Set
comparison
Thematic
apperception test
Collective citizen
journey and
mind-mapping
Brainstorming
32. Citizen journey
for newcomers
1
Learns about
the city
2
Visits the
city for the
first time
3
Considers moving
to the city, looks
for a job and
accommodation
4
Moves
to the city
5
Sets up home,
arranges
formalities and
daily routine
6
Works, relaxes,
develops
personally and
professionally
7
Participates in
city development,
recommends the
city to his/her
friends
8
changes
residence
34. Citizen journey
for newcomers
1
Learns about
the city
2
Visits the
city for the
first time
3
Considers moving
to the city, looks
for a job and
accommodation
4
Moves
to the city
5
Sets up home,
arranges
formalities and
daily routine
6
Works, relaxes,
develops
personally and
professionally
7
Participates in
city development,
recommends the
city to his/her
friends
8
changes
residence
innomedia
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plug-and-play
35. Challenge: how to develop
infrastructure and services
in the city without enough
residents
Mid-level
39. Citizen journey
for newcomers
1
Learns about
the city
2
Visits the
city for the
first time
3
Considers moving
to the city, looks
for a job and
accommodation
4
Moves
to the city
5
Sets up home,
arranges
formalities and
daily routine
6
Works, relaxes,
develops
personally and
professionally
7
Participates in
city development,
recommends the
city to his/her
friends
8
changes
residence
myinnopolis.ru
365 events
restaurant week
meetups and
workshops
concierge service
city in the pocket
41. Insights
parents want
to know when
their child came
to school
parents want
to be sure that
their child has
had lunch
children want
to keep their
money from
seniors
parents want
to be sure that
their child hasn’t
lost his/her
pocket money
42. Solution: “Palms” project
for contactless payment
in canteen, that is
delivered by Sberbank,
the biggest bank in
Eastern and Central
Europe (70M clients)
50. Urban data set
Now
Focus groups
Surveys
Temporary use
Citizen journey maps
KPIs
Telegram
Crowdsourcing
Concierge service inquiries
Ethnography
Anthropology
Benchmarking
Web analytics
Business cases
Impact analysis
Upcoming
CCTV
Built-in analytics
Sensors
Mobile operators data
Bank transaction data