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Service Design Thinking
Designing services that people fall in love with
Icons by : Whitespring Service Design // www.whit...
Age of the customer
Empowered buyers demand new level of
customer obsession
www.flickr.com/photos/8058853@N06/6045258692
Products are becoming services
www.flickr.com/photos/juehuayin/3251667785/
Product market is satisfied
20 different available products are fulfilling same purpose
Basic Function & Quality is taken fo...
Service relationship can’t be copied
Good product design is not the only
ingredient to success
www.flickr.com/photos/lexnger/10171653336/
Traditional organisation silos are
breaking
Emotions are becoming a decisive
factor
www.flickr.com/photos/bigfatgreycat/10313692763/
Emotions bigger impact on loyalty
Technology can’t measure
sentiments
Employee engagement as priority
www.flickr.com/photos/ronsombilongallery/5828172072
Services aren’t made on an
assembly line
www.flickr.com/photos/pasukaru76/6893926948
Holistic service experience is new
standards
http://www.kaaathryn.com/wp-content/uploads/2014/03/emirates.png
Service Design Benefits
What is Service Design ?
Service Design is a
holistic approach
that considers the
end-to-end service
experience across
all channels and
touch point...
Service Design Principles
Service Design Process
Service Design Process
Discover
Identify
Problems
Opportunities
Needs
Define the
solution Space
Build a rich
knowledge
resource with
inspiration &...
https://public.edigitalresearch.com/fs/fs/FSM-924840784/f/FSF-926908306/derekblog1image1.jpg
Define
Analysed
output of
discovery
phase
Synthesise the
findings in to
reduce number
of
opportunities
Define a clear
brief f...
Business Model - The Empathy Map
Designed for: Designed by:
Customer Perspective:
What does she
THINK and FEEL?what really...
Develop
Develop initial
brief in to
product or
service for
implementation
Design service
component in
detail & as part
of ...
Deliver
Taking Product
/ Service to
launch
Ensure
customer
feedback
mechanism
are in place
Share lessons
from
development
Welcome
Service Design Intro
Stakeholder Mapping
LUNCH
Value Network Mapping
Personas
Customer Journey Mapping
10:00
11:00...
References & Credits
Ramakant Gawande
Experience and Service Design Specialist
Pune, India
ramakantg@gmail.com
http:// in....
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
Service Design Thinking - Designing services that people fall in love with
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Service Design Thinking - Designing services that people fall in love with

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Slides from my service design talk & one day workshop @ Clarice Technologies, Pune, India.

- Why Service Design ? Todays Customers Trends ?
- Service Design Benefits ?
- Basic Process, Tools & Methods
- One day Workshop

Publié dans : Design
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Service Design Thinking - Designing services that people fall in love with

  1. 1. Service Design Thinking Designing services that people fall in love with Icons by : Whitespring Service Design // www.whitespring.de
  2. 2. Age of the customer Empowered buyers demand new level of customer obsession www.flickr.com/photos/8058853@N06/6045258692
  3. 3. Products are becoming services www.flickr.com/photos/juehuayin/3251667785/
  4. 4. Product market is satisfied 20 different available products are fulfilling same purpose Basic Function & Quality is taken for granted
  5. 5. Service relationship can’t be copied
  6. 6. Good product design is not the only ingredient to success www.flickr.com/photos/lexnger/10171653336/
  7. 7. Traditional organisation silos are breaking
  8. 8. Emotions are becoming a decisive factor www.flickr.com/photos/bigfatgreycat/10313692763/
  9. 9. Emotions bigger impact on loyalty
  10. 10. Technology can’t measure sentiments
  11. 11. Employee engagement as priority www.flickr.com/photos/ronsombilongallery/5828172072
  12. 12. Services aren’t made on an assembly line www.flickr.com/photos/pasukaru76/6893926948
  13. 13. Holistic service experience is new standards http://www.kaaathryn.com/wp-content/uploads/2014/03/emirates.png
  14. 14. Service Design Benefits
  15. 15. What is Service Design ?
  16. 16. Service Design is a holistic approach that considers the end-to-end service experience across all channels and touch points from a customer and organisation perspective. What is Service Design ?
  17. 17. Service Design Principles
  18. 18. Service Design Process
  19. 19. Service Design Process
  20. 20. Discover Identify Problems Opportunities Needs Define the solution Space Build a rich knowledge resource with inspiration & Insights
  21. 21. https://public.edigitalresearch.com/fs/fs/FSM-924840784/f/FSF-926908306/derekblog1image1.jpg
  22. 22. Define Analysed output of discovery phase Synthesise the findings in to reduce number of opportunities Define a clear brief for sign-off by stakeholders
  23. 23. Business Model - The Empathy Map Designed for: Designed by: Customer Perspective: What does she THINK and FEEL?what really counts major preoccupations worries & aspirations What does she SEE?environment friends what the markets offers What does she HEAR?what friends say what boss says what influences say What does she SAY and DO ?attitude in public appearance behavior towards others GAIN “wants”/needs, measures of success, obstacles PAIN fears, frustrations, obstacles Date: Interation: Adapted from XPLANE. XPlane.com www.XPLANE.com
  24. 24. Develop Develop initial brief in to product or service for implementation Design service component in detail & as part of holistic experience Iteratively test concept with end users
  25. 25. Deliver Taking Product / Service to launch Ensure customer feedback mechanism are in place Share lessons from development
  26. 26. Welcome Service Design Intro Stakeholder Mapping LUNCH Value Network Mapping Personas Customer Journey Mapping 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 Welcome Business Model Canvas LUNCH Service Blueprint Customer Journey Mapping Basics Intermediate Intros Service Design LUNCH Acting as Prototype Business Model Canvas Advance Customer Journey Service Blueprint Schedule One-Day Workshop
  27. 27. References & Credits Ramakant Gawande Experience and Service Design Specialist Pune, India ramakantg@gmail.com http:// in.linkedin.com/in/ramakantg/en This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection

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