Presentation as held by Iskander Smit at Online Tuesday #21. Service Design for marketeers. Felix Meritis, December 13, 2011.

1. customer value
as business driver
Online Tuesday #21
Iskander Smit - @iskandr
13 december 2011

3. learning object
product-ecosystem
hyper relevant
playful
designed with meaning

4. 4

5. 6 verbs of Kevin Kelly
screening,
interacting,
sharing,
flowing,
accessing,
generating.
5

6. ownership >>> access
6

7. designing the ecosystem
three principles how to deal with this new world
7

8. 1. focus on the service
8

9. not this service!
9

10. 10

11. 11

12. 12

13. 13

14. 2. design for value
14

15. holistic approach
15

16. customer journey
persona
service map
AT-ONE
business model canvas
16

17. 17

18. pre-service period service period post-service period
18

19. 3. launch & learn
19

20. dare to choose
focus
+
definition
+ customer
value
+ scope
20

21. in collaboration with your clients
21

22. metrics driven design
22

23. connect in the core
appearance what
behavior how
motivations why
%
%
21
23

24. pragmatic service design thinking
focus on the service
design for value
launch & learn
24

25. continue reading...
http://www.youtube.com/watch?v=zXPfSrmzLo0 http://thisisservicedesignthinking.com/ http://www.businessmodelgeneration.com/
25

26. thanks!
Iskander Smit
http://about.me/iskandr
26