Innovation in Tourism and Hospitality
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Presentation at Tourism Industry and Education Symposium March 5-7, 2009 in Jyväskylä, Finland Innovative and Sustainable Products in the Tourism and Hospitality Business http://www.jamk.fi/english/research/internationalevents/tie2009/mainpage
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Innovation in Tourism and Hospitality
- 1. Service Design in Planning the Products of the Tourism and Hospitality Business Stefan Moritz — TIE Symposium March 2009 — Jyväskylä, Finland
- 2. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland http://www.youtube.com/watch?v=bUPjYWE5Tf4
- 3. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland http://www.youtube.com/watch?v=bUPjYWE5Tf4
- 4. Preaching to the converted (C) Richard Flynn richardflynn.net Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 5. Lets go on a journey. Stefan Moritz — TIE Symposium March 2009 — Jyväskylä, Finland
- 6. Tourism & Hospitality have been delivering great service for some time. Hoshi Ryokan, founded in 717, is the world’s oldest hotel still in operation
- 7. Travel, stay & come back soon Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 8. New way to travel. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 10. n ig s e D e ic v r e S
- 11. What is your favourite service? Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland CC Flickr.com LoopZilla
- 12. ? Service Design in Planning the Products of the Tourism and Hospitality Business Stefan Moritz — TIE Symposium March 2009 — Jyväskylä, Finland
- 13. SERVICES & EXPERIENCES PRODUCTS Produced Performed Material Immaterial Tangible Intangible Can be stored Can’t be stored Usually without client Interaction with client Consumption after production Consumption = production Defects in manufacturing Mistakes in behaviour Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 14. Services & experiences ... 1. Are not tangible 2. Are not separable from consumption 3. Cannot be stored 4. Cannot be owned 5. Are complex 6. Quality is difficult to measure Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 15. Tangibility & perception – Hertz Car Rental Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 16. Offering BUSINESS HUMAN Return on Return on VALUE Interest GOALS GOALS Investment Delivery Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 17. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 18. Touch points – Finnair Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 19. Mapping key touch points & total experience Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 20. n g tio g in in rn c s nd re pt lea di a t n ce es st pe c d n er eb gi an co ap nd te th th ut ng tra gu g go pi gi in gs lin lo in n ct vin ve di ab ak le Fin De En Se Gi M SD SD SD SD SD SD Understanding Thinking Generating Filtering Explaining Realising Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 21. Facilitating a joint-up approach Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 22. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 23. New combination of existing methods. IA DE S E RVICE D ESIG N WORKSHOP, STEFAN MOR ITZ, HEL SI NKI , 0 8.0 4.200 8 http://flickr.com/photos/nanasupergirl/2302540236/sizes/l/
- 24. Shadowing Stakeholder Map Inconvenience Analysis Experience Prototyping Open Source Storming Personas Journals Prioritisation Dots Co-creation Mood Video Service Blueprinting Wall Mapping Service Specification Customer Journey Map Relationship mapping Journals Storyboarding Contextual Interview
- 25. Visioning (C) Wired Magazine Stefan Moritz — Design Management Forum — Cologne 2008
- 26. Visioning (C) Wired Magazine Stefan Moritz — Design Management Forum — Cologne 2008
- 27. Visioning (C) Wired Magazine Stefan Moritz — Design Management Forum — Cologne 2008
- 28. Customer experience journals – Newcastle Airport Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland http://www.airport-technology.com/projects/newcastle/images/5-newcastle-airport.jpg
- 29. Inconvenience analysis Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 30. “The great gift of human beings is that we have the power of empathy.” Anon Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 31. Customer journey
- 32. New travellers. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 33. “80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree.” Bain & Company Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 34. The people formerly known as consumers Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland CC Lynette Webb
- 35. Paradigm shift Accelerating Automati- A new Asia Abundance Change sation generation Based on Daniel Pink Stefan Moritz — Design Management Forum — Cologne 2008
- 36. Drivers and enablers Transparency Networks Access Alternatives Expectations Ebay Tripadvisor Google Threadless Amazon Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 37. New... ways to find out the truth • ways to join forces • ways to make a difference • ways to seek advise • Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 38. “If I asked my customers what they wanted they would have asked for a faster horse.” Henry Ford Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 39. New destinations. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 40. Go + Stay + Return Enjoy! Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 41. Prototyping – McDonald’s http://flickr.com/photos/nl/2733532276 http://invidis.mittelstandswiki.de
- 42. Prototyping – McDonald’s http://flickr.com/photos/nl/2733532276 http://invidis.mittelstandswiki.de
- 43. Prototyping – McDonald’s http://flickr.com/photos/nl/2733532276 http://invidis.mittelstandswiki.de
- 44. Prototyping – McDonald’s http://flickr.com/photos/nl/2733532276 http://invidis.mittelstandswiki.de
- 45. Prototyping – McDonald’s http://flickr.com/photos/nl/2733532276 http://invidis.mittelstandswiki.de
- 46. Prototyping – McDonald’s http://flickr.com/photos/nl/2733532276 http://invidis.mittelstandswiki.de
- 47. The extended customer journey – Virgin Atlantic
- 48. Scenography Workbooks – Ritz-Carlton Hotels Customer Service Champs http://img.timeinc.net/fortune/conferences/imeme/images/ritzcarlton_sanfrancisco.jpg
- 49. Empowering service staff – NH Hotels
- 50. New sights. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 51. “The future is already here – it’s just unevenly distributed.” William Gibson Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 52. One Room Hotel, Cambodia Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 53. Heston Blumenthal / The Fat Duck http://pinwheelfarm.files.wordpress.com/2008/07/fat-duck3.jpg http://www.matchingfoodandwine.com/custom/92.jpg
- 54. Heston Blumenthal / The Fat Duck http://pinwheelfarm.files.wordpress.com/2008/07/fat-duck3.jpg http://www.matchingfoodandwine.com/custom/92.jpg
- 55. The Otter Inn, Stockholm Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 56. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 57. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 58. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 60. Soho Grand Hotel
- 61. Heineken lounge
- 63. Yotel
- 64. Like-a-local.com
- 66. Organic Fois Gras – Eduardo Sousa Daniel Barber TED
- 67. W Whatever / Whenever
- 68. Dopplr – from location to place http://www.shugendo.org/downloads/dopplr-report.jpg
- 69. Tailor Redefine Bend the rules Build authenticity Exceed expectations Create custom comfort Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 70. Arrival. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 71. From materialism to experialism Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 72. What is the value of great customer experience? Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 73. Value Entertainment Kudos Utility Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 74. The business model we need to understand better: Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland http://flickr.com/photos/thenidefyyoustars/2168616963/sizes/l/
- 75. People will pay the equivalent of whatever amount generates an incremental number of units of personal satisfaction. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 76. “People don’t really care how much you know until they know how much you care.” Mike McNight Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 77. Care. Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 78. Summary PAY attention to what customers want (they might not even know it) Fulfil needs in context and on-demand Design can be the facilitator for new ways of thinking and fuel innovation We need to create new forms of organisation, management and collaboration Go beyond the expected and create ways to add new levels of mutual value Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 79. “Imagination is more important than knowledge.” Albert Einstein Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 80. A little service for you Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland
- 81. Kiitos! (Thank you!) Stefan Moritz — TIE Symosium 2009 — Jyväskylä, Finland