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A NEW BALANCEArne van Oosterom / @designthinkers
What if we would create a
culture allowing us to freely
apply all our human ingenuity,
creativity and ability to learn
and...
What if we would be able to
truly listen, understand and
create real value for all our
stakeholders.
What if we would structure
our organisations to
continuously change so we
can stay in balance with the
world around us?
SERVICE DESIGN
it’s a mindset
EXPLORE DESIGN IMPLEMENT
diverge converge diverge converge
create
choice
make
choice
create
choice
make
choice
DOUBLE DIAM...
WHY DO WE
NEED IT?
What has changed
the last 20 years?
What will change
the next 20 years?
what’s a mindset?
designthinkersacademy
making new
connections
THE ENEMY OF
INNOVATION IS
WITHIN
OURSELVES
SERVICE DESIGN
EMPATHY
It’s not about
the means, it’s
about the ends.
What does the
product do for
people?
Value Space
image
feeling rich
identity
success
story
special
showing off
business
machoextravagant
adventure
I deserve it
connection people
going home
discovering new places
opening worlds
work internationally
what else….
Value Space
Value Spaces
feel fit
healthy
social
sharing
relax
entertainment
image image
IT IS NO LONGER ABOUT THE SHOE!
It is about how we help people reach goals.
What do you do
for people?
What do you want
to do for people?
Empathy begins with
knowing yourself
SERVICE DESIGN
designthinkersacademy
Asking better
questions
Lets ask better
questions
THANK YOU!
designthinkersacademy
designthinkersacademy
Coca-Cola
MIA
She is a Senior Brand
Manager based in
Luxembourg.
OBJECTIVES
She is extremely focused
on delivering results.
She is s...
MIA
She is a Senior Brand
Manager based in
Luxembourg.
OBJECTIVES
She is extremely focused
on delivering results.
She is s...
designthinkersacademy
Customer Journey Mapping for Hiring and Onboarding Service
MIA
She is a Senior Brand
Manager based i...
designthinkersacademy
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018
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Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018

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In this interactive talk, Arne covered what service design is, why organizations think they need it and how they apply it. Arne shared important insights from his experience working, teaching and applying service design thinking at organisations around the world, sharing failures and successes.

Arne van Oosterom: Service Design - Past, present and future | UX Riga 2018

  1. 1. A NEW BALANCEArne van Oosterom / @designthinkers
  2. 2. What if we would create a culture allowing us to freely apply all our human ingenuity, creativity and ability to learn and co-create to discover new solutions?
  3. 3. What if we would be able to truly listen, understand and create real value for all our stakeholders.
  4. 4. What if we would structure our organisations to continuously change so we can stay in balance with the world around us?
  5. 5. SERVICE DESIGN
  6. 6. it’s a mindset
  7. 7. EXPLORE DESIGN IMPLEMENT diverge converge diverge converge create choice make choice create choice make choice DOUBLE DIAMOND designthinkersacademy
  8. 8. WHY DO WE NEED IT?
  9. 9. What has changed the last 20 years?
  10. 10. What will change the next 20 years?
  11. 11. what’s a mindset?
  12. 12. designthinkersacademy
  13. 13. making new connections
  14. 14. THE ENEMY OF INNOVATION IS WITHIN OURSELVES
  15. 15. SERVICE DESIGN
  16. 16. EMPATHY
  17. 17. It’s not about the means, it’s about the ends.
  18. 18. What does the product do for people?
  19. 19. Value Space image feeling rich identity success story special showing off business machoextravagant adventure I deserve it
  20. 20. connection people going home discovering new places opening worlds work internationally what else…. Value Space
  21. 21. Value Spaces feel fit healthy social sharing relax entertainment image image
  22. 22. IT IS NO LONGER ABOUT THE SHOE! It is about how we help people reach goals.
  23. 23. What do you do for people?
  24. 24. What do you want to do for people?
  25. 25. Empathy begins with knowing yourself
  26. 26. SERVICE DESIGN
  27. 27. designthinkersacademy
  28. 28. Asking better questions
  29. 29. Lets ask better questions
  30. 30. THANK YOU! designthinkersacademy
  31. 31. designthinkersacademy Coca-Cola
  32. 32. MIA She is a Senior Brand Manager based in Luxembourg. OBJECTIVES She is extremely focused on delivering results. She is sociable and likes to stay ahead of new trends’ QUOTE “THE BEST MOMENT FOR ME IS DEFINITELY WHEN I GOT APPOINTED TO WORK FOR THE NO. 1 GLOBAL BRAND! I FEEL PROUD EVERY DAY TO WORK FOR THIS BRAND” CAREER WEBSITE CAREER WEBSIT Service Scenario 03 CAREER WEBSITE EXPERIENCESTAGESTOUCHPOINTS NEW HIRE An aspirational Customer Journey of a Newly Hired Associate. phoneSocial media & contacts Network events CONSIDERING/SEARCH ACTIONS The Candidate finds information on the KO website. The Candidate easily submits job application. Initial communication confirms mutual interest. The Candidate receives personalized feedback via email & phone. The Candidate receiv tips for the schedule interview. “I AM VERY EXCITED ABOUT POSSIBLE JOB OPPORTUNITIES AT KO.” “I FEEL VERY CONFIDENT BECAUSE THE JOB DESCRIPTIONS WERE INSPIRING AND CLEAR.” “I LIKE THE PROMPT AND PESONAL CONTACT, IT MOTIVATED ME A LOT!” BACKOFFICENARRATIVE I think it’s time for a new challenge, in a place where I can contribute & be creative. There’s no growth potential here, it’s time to go online and see what’s out there. Mia gets an email from the T.A.P. to say she has been selected for interview and has scheduled a time. Mia is delighted when she receives more information about the role, the type of interview & a link to the KO website to help her prepare. Mia tells her friend that she saw this cool job on KO website and she tells her how easy it was for her to apply for the job on the KO website using her Linked In profile. The Talent receives the application and make it available for the Talent Acquisition Partners The recruitment staff keeps the communication with Candidate active and useful phoneemailKO website KO website KO website designthinkersacademy MIA She is a Senior Brand Manager based in Luxembourg. OBJECTIVES She is extremely focused on delivering results. She is sociable and likes to stay ahead of new trends’ QUOTE “THE BEST MOMENT FOR ME IS DEFINITELY WHEN I GOT APPOINTED TO WORK FOR THE NO. 1 GLOBAL BRAND! I FEEL PROUD EVERY DAY TO WORK FOR THIS BRAND” CAREER WEBSITE CAREER WE Service Scenario 03 CAREER WEBSITE EXPERIENCESTAGTOUCHPOINTS NEW HIRE An aspirational Customer Journey of a Newly Hired Associate. phoneSocial media & contacts Network events CONSIDERING/SEARCH ACTIONS The Candidate finds information on the KO website. The Candidate easily submits job application. Initial communication confirms mutual interest. The Candidate receives personalized feedback via email & phone. The Candidat tips for the s intervi “I AM VERY EXCITED ABOUT POSSIBLE JOB OPPORTUNITIES AT KO.” “I FEEL VERY CONFIDENT BECAUSE THE JOB DESCRIPTIONS WERE INSPIRING AND CLEAR.” “I LIKE THE PROMPT AN PESONAL CONTACT, IT MOTIVATED ME A LOT!” BACKOFFICENARRATIVE I think it’s time for a new challenge, in a place where I can contribute & be creative. There’s no growth potential here, it’s time to go online and see what’s out there. Mia gets an email from the T.A.P. to say been selected for interview and has sch a time. Mia is delighted when she rece information about the role, the type of & a link to the KO website to help her p Mia tells her friend that she saw this cool job on KO website and she tells her how easy it was for her to apply for the job on the KO website using her Linked In profile. The Talent receives the application and make it available for the Talent Acquisition Partners The recruitment staff keeps the communication with Candidate active and useful pemailKO website KO website KO website
  33. 33. MIA She is a Senior Brand Manager based in Luxembourg. OBJECTIVES She is extremely focused on delivering results. She is sociable and likes to stay ahead of new trends’ QUOTE “THE BEST MOMENT FOR ME IS DEFINITELY WHEN I GOT APPOINTED TO WORK FOR THE NO. 1 GLOBAL BRAND! I FEEL PROUD EVERY DAY TO WORK FOR THIS BRAND” CAREER WEBSITE CAREER WEBSIT Service Scenario 03 CAREER WEBSITE EXPERIENCESTAGESTOUCHPOINTS NEW HIRE An aspirational Customer Journey of a Newly Hired Associate. phoneSocial media & contacts Network events CONSIDERING/SEARCH ACTIONS The Candidate finds information on the KO website. The Candidate easily submits job application. Initial communication confirms mutual interest. The Candidate receives personalized feedback via email & phone. The Candidate receiv tips for the schedule interview. “I AM VERY EXCITED ABOUT POSSIBLE JOB OPPORTUNITIES AT KO.” “I FEEL VERY CONFIDENT BECAUSE THE JOB DESCRIPTIONS WERE INSPIRING AND CLEAR.” “I LIKE THE PROMPT AND PESONAL CONTACT, IT MOTIVATED ME A LOT!” BACKOFFICENARRATIVE I think it’s time for a new challenge, in a place where I can contribute & be creative. There’s no growth potential here, it’s time to go online and see what’s out there. Mia gets an email from the T.A.P. to say she has been selected for interview and has scheduled a time. Mia is delighted when she receives more information about the role, the type of interview & a link to the KO website to help her prepare. Mia tells her friend that she saw this cool job on KO website and she tells her how easy it was for her to apply for the job on the KO website using her Linked In profile. The Talent receives the application and make it available for the Talent Acquisition Partners The recruitment staff keeps the communication with Candidate active and useful phoneemailKO website KO website KO website designthinkersacademy MIA She is a Senior Brand Manager based in Luxembourg. OBJECTIVES She is extremely focused on delivering results. She is sociable and likes to stay ahead of new trends’ QUOTE “THE BEST MOMENT FOR ME IS DEFINITELY WHEN I GOT APPOINTED TO WORK FOR THE NO. 1 GLOBAL BRAND! I FEEL PROUD EVERY DAY TO WORK FOR THIS BRAND” CAREER WEBSITE CAREER WE Service Scenario 03 CAREER WEBSITE EXPERIENCESTAGTOUCHPOINTS NEW HIRE An aspirational Customer Journey of a Newly Hired Associate. phoneSocial media & contacts Network events CONSIDERING/SEARCH ACTIONS The Candidate finds information on the KO website. The Candidate easily submits job application. Initial communication confirms mutual interest. The Candidate receives personalized feedback via email & phone. The Candidat tips for the s intervi “I AM VERY EXCITED ABOUT POSSIBLE JOB OPPORTUNITIES AT KO.” “I FEEL VERY CONFIDENT BECAUSE THE JOB DESCRIPTIONS WERE INSPIRING AND CLEAR.” “I LIKE THE PROMPT AN PESONAL CONTACT, IT MOTIVATED ME A LOT!” BACKOFFICENARRATIVE I think it’s time for a new challenge, in a place where I can contribute & be creative. There’s no growth potential here, it’s time to go online and see what’s out there. Mia gets an email from the T.A.P. to say been selected for interview and has sch a time. Mia is delighted when she rece information about the role, the type of & a link to the KO website to help her p Mia tells her friend that she saw this cool job on KO website and she tells her how easy it was for her to apply for the job on the KO website using her Linked In profile. The Talent receives the application and make it available for the Talent Acquisition Partners The recruitment staff keeps the communication with Candidate active and useful pemailKO website KO website KO website
  34. 34. designthinkersacademy Customer Journey Mapping for Hiring and Onboarding Service MIA She is a Senior Brand Manager based in Luxembourg. OBJECTIVES She is extremely focused on delivering results. She is sociable and likes to stay ahead of new trends’ QUOTE “THE BEST MOMENT FOR ME IS DEFINITELY WHEN I GOT APPOINTED TO WORK FOR THE NO. 1 GLOBAL BRAND! I FEEL PROUD EVERY DAY TO WORK FOR THIS BRAND” CAREER WEBSITE CAREER WEBSITE HR Services to Support and Delight Service Scenario 03 CAREER WEBSITE Service Scenario 04 ON-BOARDING PLANNING ONBOARDING PLAN EXPERIENCESTAGESTOUCHPOINTS NEW HIRE An aspirational Customer Journey of a Newly Hired Associate. phoneSocial media & contacts Network events CONSIDERING/SEARCH NEGOTIATING ACTIONS The Candidate finds information on the KO website. The Candidate completes interviews. The Candidate easily submits job application. Initial communication confirms mutual interest. The Candidate gets ready for the interview. The Candidate provides references for final process. The Candidate receives personalized feedback via email & phone. The Candidate receives tips for the scheduled interview. The offer package is delivered and negotiated. “I AM VERY EXCITED ABOUT POSSIBLE JOB OPPORTUNITIES AT KO.” “THE PROMPT FEEDBACK MADES ME FEEL VERY CONFIDENT.” “I FEEL VERY CONFIDENT BECAUSE THE JOB DESCRIPTIONS WERE INSPIRING AND CLEAR.” “I APPRECIATED THE ACCURACY AND QUALITY OF PACKAGES.” “I’M EXCITED AND ANXIOUS ABOUT JOB INTERVIEWS BUT HAVING RECEIVED DETAILS FROM THE T.A.P., I’M FEELING CONFIDENT & PREPARED FOR MY INTERVIEWS.” “I LIKE THE PROMPT AND PESONAL CONTACT, IT MOTIVATED ME A LOT!” BACKOFFICENARRATIVE I think it’s time for a new challenge, in a place where I can contribute & be creative. There’s no growth potential here, it’s time to go online and see what’s out there. Mia gets an email from the T.A.P. to say she has been selected for interview and has scheduled a time. Mia is delighted when she receives more information about the role, the type of interview & a link to the KO website to help her prepare. Mia receives an email from the T.A.P. to say the interview went well and they would like to schedule another. Mia gets an email from the T.A..P. to tell her she has been successful & KO would like to offer her the job. T.A.P. tells her she will send her the offer letter. Mia tells her friend that she saw this cool job on KO website and she tells her how easy it was for her to apply for the job on the KO website using her Linked In profile. Mia looks for further information about the role on the KO website and she finds the video testimonial about the role provides her with a real sense of what the new role entails. T.A.P. T.A.P. The Talent receives the application and make it available for the Talent Acquisition Partners The recruitment staff keeps the communication with Candidate active and useful T.A.P. recives the information about candidate and gets ready for Candidate first Interview T.A.P. stays in contact with the Candidate for feedback and to schedule further interviews if required. planning T.A.P. prepares the draft offer package Offerphone T.A.P.email email emailKO website KO website KO website KO website KO website KO website
  35. 35. designthinkersacademy
  • jamesherrera

    Oct. 28, 2018

In this interactive talk, Arne covered what service design is, why organizations think they need it and how they apply it. Arne shared important insights from his experience working, teaching and applying service design thinking at organisations around the world, sharing failures and successes.

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