Presented at the Copenhagen Service Design Drinks Event

1. THE 48 HOUR
GLOBAL SERVICE JAM
24-26 FEB 2012
CHALLENGE
#GSJ12
COPENHAGEN LOCATION
#GSJ12CPH
LENE NIELSEN
WWW.LENENIELSEN.COM
AARON MULLANE
WWW.AARONMULLANE.COM
IT UNIVERSITY OF COPENHAGEN
INTERACTION DESIGN GROUP

2. WHAT?
RANDOM GROUP OF PEOPLE, FORM TEAMS AND HAVE 48 HOURS TO DEVELOP
SERVICES
SERVICES ARE INSPIRED BY A SHARED THEME
SPIRIT OF EXPERIMENTATION, INNOVATION, CO-OPERATION AND FRIENDLY
COMPETITION
COORDINATED BETWEEN 80+ LOCATIONS AROUND THE GLOBE

7. THE
GROUP

8. THE
SCHEDULE
17
FRIDAY
WELCOME THEME
GROUP
BRAINSTORM
WORK 1
GROUPS
SATURDAY
BREAKFAST GROUP WORK 2 CREATIVITY GROUP WORK 3 15 DINNER GROUP WORK 4
DEBRIEF LECTURE
LUNCH
SUNDAY
BREAKFAST GROUP WORK 5 LUNCH FINAL PACKAGING DEADLINE PRESENTATION
DEBRIEF /UPLOAD WINNER

9. DESIGN
PROCESS
INSPIRATION UNDERSTAND SHAPING MAPPING PRESENTATION
START! [BRAINSTORM] [IDEATION] [SKETCH] [REFINEMENT] [PACKAGE FINISH!
[PROTOTYPE] SOLUTION]

10. TOOLKIT UNDERSTANDING
(empathy)
METHOD
- Understand the values and needs of the custom
Saturate and Group
will be using your service
- Who is this customer?
- What does the holistic service look like? Who d
directly or indirectly involve, in or out of the bus
- Keep in mind not just organisational structure,
entire ecosystem that the service affects and op
You space saturate to help you unpack thoughts and experiences into tangible and visual pieces of
information that you surround yourself with to inform and inspire the design team. You group these findings
to explore what themes and patterns emerge, and strive to move toward identifying meaningful needs of
people and insights that will inform your design solutions. - Focus on understanding the people in and aro
service
Saturate your wall space (or work boards) with post-its headlining interesting findings (see “Story Share-and-
Capture”) plus pictures from the field of users you met and relevant products and situations.
In order to begin to synthesize the information, organize the post-its and pictures into groups of related parts.
You likely have some ideas of the patterns within the data from the unpacking you did when producing the
notes. For example, you may have seen and heard many things related to feeling safe, and many things
regarding desire for efficiency. Within the group of ‘safety’, go beyond the theme and try to see if there is a
deeper connection that may lead to an insight such as “Feeling safe is more about who I am with than where I
am”. Maybe there is a relation between groups that you realize as you place items in groups – that safety is
often at odds with users’ desire for efficiency. Try one set of grouping, discuss (and write down) the findings,
and then create a new set of groups.
The end goal is to synthesize data into interesting findings and create insights which will be useful to you in
creating design solutions.
It is common to do the grouping with post-its headlining interesting stories from fieldwork. But grouping is
also useful to think about similarities among a group of products, objects, or users.
:: 14 ::

11. THE
THEME

12. 0-1 HR:
TOPIC BRAINSTORMING
GROUPS FORMED

14. SAT, 16 HRS:
CREATIVITY LECTURE

15. SAT NIGHT, 27 HRS:
RANDOM FUN

16. SAT NIGHT, 30 HRS:
EXHAUSTED

17. SUN, 45 HRS:
LUNCH

18. SUN, 40 HRS:
FINALISING SERVICE
CONCEPT

20. SERVICE
CONCEPTS
http://goo.gl/
xpMEo

21. http://goo.gl/xpMEo

22. Kulture Kaleidoscope
Urban Play

23. REFLECTIONS
CROSS BORDERS EVENTS
TIME AND ENERGY: PREP
FACILITATING/METHODS FOR SERVICE DESIGN
OUTSIDE INSPIRATION/HELP
BEYOND JUST IDEAS?

24. THANKS TO ALL THAT
PARTICIPATED