'Service Design' and my journey at 'Global Service Jam 2015' Vancouver.

1. @akshayspaceship
SERVICE DESIGN
服务设计
服務設計
サービスデザイン
서비스 디자인
Thiết kế dịch vụ
Serbisyo ng Disenyo
Diseño del Servicio
การออกแบบ บริการ
‫اﻟﺧدﻣﺔ‬ ‫ﺗﺻﻣﯾم‬

2. akshaychauhan.com
DEFINITION
Service Design is crafting a service ecosystem that
makes everybody involved in the interaction of that
service have a positive interaction.
Being service designer is like being a writer, writing a beautiful storyline that is
favourable to all the characters in the movie. In that movie everybody wins.

3. akshaychauhan.com
Goods Dominant logic
- Less connection with users
- Only return when product breaks
Service Dominant logic
- More touchpoints with customers
- Faster feedbacks
- Long term relation with customers
WHY - PRODUCT vs SERVICE

4. akshaychauhan.com
WHY
- Building better services
- Solve problems
- Faster iterations
- Matching expectations and experience
- More feedbacks

5. akshaychauhan.com
PROCESS
Customer Journey
{ - Exploration
- Creation / Reflection
- Implementation

6. akshaychauhan.com
PROCESS
Documentation
{
- Persona ( Data driven or Ad Hoc )
- Interviews with customers and stakeholders
- Customer Journey Maps
- Stakeholder Maps
- Value Network Maps
- Service Blueprint
- Implementation Plan
- Business Model

7. akshaychauhan.com
PROCESS
Prototype
{
- Storyboards
- Act out
- Physical models
- Scenarios
Prototype > Assess > Improve > Repeat

8. akshaychauhan.com
GLOBAL SERVICE JAM VANCOUVER 2015
● Service Design Hackathon
● 300+ Projects
● 95 Participating countries
● 48 Hours
● Vancouver Service Jam hosted at Emily Carr University
#GSJam on Twitter and Instagram

9. akshaychauhan.com
STAGE 1
BRAINSTORMING
- Finding a problem
- Collaboration across organisation
- Working with customers
- Judgement free ideation
- Building on ideas
- Encourage crazy ideas

10. akshaychauhan.com
STAGE 2
USER RESEARCH
- Interviewing people
- Building / Drawing solutions
- Documenting the findings

11. akshaychauhan.com
STAGE 3
BUILD–RAWING
- Customer Journey
- Interaction Designs

12. akshaychauhan.com
STAGE 4
ACTING OUT
- Real scenario
- Touchpoints

13. akshaychauhan.com
THE MARSHMALLOW CHALLENGE
at GLOBAL SERVICE JAM VANCOUVER 2015
- If you are wondering, my team won
- Tallest out of five groups
- I wasn’t even there.

14. akshaychauhan.com
VANCOUVER SERVICE JAMMERS 2015
Check out my team project
bit.ly/Mood-food-Vancouver
Check out rest of Vancouver
Service Jam projects
bit.ly/gsjam-vancouver-2015

15. akshaychauhan.com
THANK YOU
謝謝
唔該
ありがとう
‫ﺷﻜﺮ‬
감사합니다
Salamat po
ขอบคุณ
Cảm ơn ông
Gracias