Intro Presentation for KCSJ17 - Service Design, The Experience Economy, and the Global Service Jam.

2. 1

4. COMMODITIES
(Extracting)
We’ve moved into the experience economy
GOODS
(Making)
SERVICES
(Delivering)
EXPERIENCES
(Staging)
Pricing Premium ($$$)Market ($)
Undifferentiated
Differentiated
Competitive
Position
James Gilmore

5. COMMODITIES
(Extracting)
We’ve moved into the experience economy
GOODS
(Making)
SERVICES
(Delivering)
EXPERIENCES
(Staging)
Pricing Premium ($$$)Market ($)
Undifferentiated
Differentiated
Competitive
Position
James Gilmore

6. “People don’t want to buy a quarter-inch drill,
they want a quarter-inch hole.”
— Theodore Levitt, Economist and Harvard Professor

8. What-is-Service-Design.com

9. So, what is Service Design?
Understanding and providing the best
experiential path to reach a desired outcometo reach a desired outcome.
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10. Advertising Planning & Design
U.S. Business expenditures in 5 largest service sectors
Service
Anticipation
Gap
Expectations
Experience
Brandon Schauer
$40B
$2B

12. The experience is the marketing.

13. 7P’s of Experience Design
People
Places
Props
Process
Partners
Price
Positioning

14. Opt-in countries? < 20%
Opt-out countries? > 98%
“Excuse me, Princess, can I
have your autograph?”
The right change can have a huge impact.
Death rates fell by 40% and
complications rates by almost a third.
10% increase in customer satisfaction
and fewer calls to the helpline

15. #GSJam #KCSJ17
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16. 7 years running
120 Cities around the world
48 hours
Lots of Jam

17. 6 years running
120 Cities around the world
48 hours
Lots of Jam
*WHEW*

18. Discover Define Develop Deliver
The Double Diamond(from Design Counsel)
What is needed
How we should
make it
(by Damien Newman)

19. 36 2 4
*
*It’s gonna go by fast

20. #ThisIsWhyWeJam

21. If you're not having fun, you're doing it wrong!
ONE RULE TO BIND THEM

22. REMEMBER: IT’S STILL A SECRET!!!

23. LET’S JAM!!