WorkshopInspiring Service Design Workshop

1. Philippe Martens

2. Compentence Center
for
Product Development
and
Industrial Design

3. service design
workshop

4. What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints

5. What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints

6. What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints

7. What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints

8. What is service design?

9. What is design?

10. Design is…
Giving form to
things
A process
Changing
behaviour
Answering complex,
open ended questions
Solving practical
problems
Creating desire

11. Design is the process
of making something
Better for someone

12. Defining service design

13. What are services?

16. Services are
intangible
goods

17. Services help
someone to do
something

18. Helping to get your
car back on the road.

19. Helping passengers feel
safe and in comfort.
Under cover
Service Designers!!

20. Service design is the
process of improving
experiences that happen
across multiple touch
points over time.

21. Why service design?

25. the service ecology

32. The Customer Journey

39. Customer Journey | The Touchpoints

40. +
-
Understanding the customer touchpoints

41. Kinepolis experience flow
+
-
search
book
enter
travel and park
queue
eat
watch
apres drink
find car
pay
tickets

42. Exercise:
Mapping your experience

43. Your customer experience journey
Using the sheet provided, map out the experience that your
customers have as they engage with your service (or
product). Plot all of the touch points a customer comes into
contact with.
Look at your touch points through the eyes of your
customers. Are you delivering what you promise?
Be objective in your assessment of whether each touch point
does what it should.
Point out crucial “moments of truth”
Please take 15 minutes for this exercise.

45. References:
books

46. ISBN 978-90-6369-256-8

47. ISBN 978-1422177808

48. ISBN 978-0-06-176608-4

49. ISBN 978-90-5856-314-9

50. References:
websites

51. servicedesigntools.org

52. service-design-network.org

53. servicedesigning.org

54. Q&A

55. Thank you

56. @PhMartens