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Service Design Thinking - Designing services that people fall in love with

Slides from my service design talk & one day workshop @ Clarice Technologies, Pune, India.

- Why Service Design ? Todays Customers Trends ?
- Service Design Benefits ?
- Basic Process, Tools & Methods
- One day Workshop

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Service Design Thinking - Designing services that people fall in love with

  1. 1. Service Design Thinking Designing services that people fall in love with Icons by : Whitespring Service Design // www.whitespring.de
  2. 2. Age of the customer Empowered buyers demand new level of customer obsession www.flickr.com/photos/8058853@N06/6045258692
  3. 3. Products are becoming services www.flickr.com/photos/juehuayin/3251667785/
  4. 4. Product market is satisfied 20 different available products are fulfilling same purpose Basic Function & Quality is taken for granted
  5. 5. Service relationship can’t be copied
  6. 6. Good product design is not the only ingredient to success www.flickr.com/photos/lexnger/10171653336/
  7. 7. Traditional organisation silos are breaking
  8. 8. Emotions are becoming a decisive factor www.flickr.com/photos/bigfatgreycat/10313692763/
  9. 9. Emotions bigger impact on loyalty
  10. 10. Technology can’t measure sentiments
  11. 11. Employee engagement as priority www.flickr.com/photos/ronsombilongallery/5828172072
  12. 12. Services aren’t made on an assembly line www.flickr.com/photos/pasukaru76/6893926948
  13. 13. Holistic service experience is new standards http://www.kaaathryn.com/wp-content/uploads/2014/03/emirates.png
  14. 14. Service Design Benefits
  15. 15. What is Service Design ?
  16. 16. Service Design is a holistic approach that considers the end-to-end service experience across all channels and touch points from a customer and organisation perspective. What is Service Design ?
  17. 17. Service Design Principles
  18. 18. Service Design Process
  19. 19. Service Design Process
  20. 20. Discover Identify Problems Opportunities Needs Define the solution Space Build a rich knowledge resource with inspiration & Insights
  21. 21. https://public.edigitalresearch.com/fs/fs/FSM-924840784/f/FSF-926908306/derekblog1image1.jpg
  22. 22. Define Analysed output of discovery phase Synthesise the findings in to reduce number of opportunities Define a clear brief for sign-off by stakeholders
  23. 23. Business Model - The Empathy Map Designed for: Designed by: Customer Perspective: What does she THINK and FEEL?what really counts major preoccupations worries & aspirations What does she SEE?environment friends what the markets offers What does she HEAR?what friends say what boss says what influences say What does she SAY and DO ?attitude in public appearance behavior towards others GAIN “wants”/needs, measures of success, obstacles PAIN fears, frustrations, obstacles Date: Interation: Adapted from XPLANE. XPlane.com www.XPLANE.com
  24. 24. Develop Develop initial brief in to product or service for implementation Design service component in detail & as part of holistic experience Iteratively test concept with end users
  25. 25. Deliver Taking Product / Service to launch Ensure customer feedback mechanism are in place Share lessons from development
  26. 26. Welcome Service Design Intro Stakeholder Mapping LUNCH Value Network Mapping Personas Customer Journey Mapping 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 Welcome Business Model Canvas LUNCH Service Blueprint Customer Journey Mapping Basics Intermediate Intros Service Design LUNCH Acting as Prototype Business Model Canvas Advance Customer Journey Service Blueprint Schedule One-Day Workshop
  27. 27. References & Credits Ramakant Gawande Experience and Service Design Specialist Pune, India ramakantg@gmail.com http:// in.linkedin.com/in/ramakantg/en This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection