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Service Design and Public Procurement Innovation

These slides were used for a short presentation at Copenhagen Business School on Service Design and my research work at Citymart.com

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Service Design and Public Procurement Innovation

  1. 1. Service Design + Public Procurement Innovation -----------------------------------------------------------------Veronica Bluguermann
  2. 2. What is a service?
  3. 3. STARBUCKS AMAZON Can you increase the interaction of people in your service? Inseparability Customer Participation
  4. 4. GROUPON OPEN KITCHEN What would make people use your service at different times? Simultaneity
  5. 5. YELP BRAND & CERTIFICATIONS What would people like to take with them as part of your serice? Intangibility
  6. 6. DOCTOR McDonalds How can people personalise the service? Heterogeneity
  7. 7. How to Design Services?
  8. 8. Services Design The design of new services is an activity that should be able to link the technoproductive dimension (What is the realm of the possible?) to the social (What are the explicit areas of demand and what the latent ones?) and cultural dimension (What behavioural structures should one seek to influence? What values and qualitative criteria should we base our judgments on?) -Manzini Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. -Service Design Network
  10. 10. Designing interactions, relations and experiences Designing interactions to shape systems and organisations imagining future directions for service systems exploring new collaborative service models Service Designers visualize, formulate and choreograph solutions that are not yet available. They watch and interpret needs and behaviours and transform them into potential future services. In the process, exploring, generating and evaluating approaches are used similarly and a redesign of existing services is just as much a challenge as the development of new innovative services. – Birgit Mager from the Design Dictionary published by Birkhäuser, Basel (2008) http://www.youtube.com/watch?v=f5oP_RlU91g
  11. 11. Design Process & Design Methods
  12. 12. Fuzzy Front End
  13. 13. Double Diamond – Desgin Council
  14. 14. Integrated design process and peoplecentered research.
  15. 15. Understand the context Observation + Contextual Inquiry Empathyze http://www.designmattersatartcenter.org
  16. 16. Understand the context Visualize complexity Stakeholders mapping http://www.servicedesigntools.org/tools/36
  17. 17. Understand the people Get inspiration and feedback Co-design Cultural Probes Read: Tuuli Mattelmäki – Design Probes https://aaltodoc.aalto.fi/bitstream/handle/1234 56789/11829/isbn9515582121.pdf?sequence=1 http://www.sfu.ca/~nrz/333%20website/index.html#section2
  18. 18. Analyze Customer Journey Visualize concepts Spot problems & opportunities www.delightability.com
  19. 19. Analyze Visualize concepts Service Blueprint http://mu2naba.wordpress.com/2009/05/22/blueprint-ii/
  20. 20. Engage poeple Co-design Workshops - Design Games http://www.servicedesigntools.org/tools/45
  21. 21. Visualize users Personas http://www.questionablemethods.com/2011/11/thumbnail-personas-make-users-real.html
  22. 22. Visualize concepts Test Role Playing & Protoype http://uxmas.com/2012/ux-design-role-playing-and-micromoments
  23. 23. Envisioning Test http://www.customfuture.com/eng/archive.html Prototype
  24. 24. Envisioning Visualize concepts Storyboard http://www.servicedesigntools.org/tools/13
  25. 25. Service Design & Design Methods IDEO Method Cards www.servicedesigntoolkit.org www.servicedesigntools.org Toolkits Design with Intent toolkit Frog Collective Action Toolkit -Design for Services (Anna Meroni & Daniel Sangiorgu) -Designing Services with Innovative Methods (Miettinen, Koivisto) -http://www.servicedesignbooks.org/browse/ Books
  26. 26. My cases http://verobluguer.wix.com/portfolio#!portfolio
  27. 27. 12 reserachers Martzia Arico 4 University 8 Companies
  28. 28. Public Procurement Innovation
  29. 29. Citymart.com connects decision-makers in cities around the world with high impact solutions to urban and social challenges.
  30. 30. The signals have tactile arrows which when pressed, speak the street name and verbalize different commands for the pedestrian depending on the status of the signal. The signals emit a beeping sound to inform the person where an APS is located.
  31. 31. e-Adept is a cooperative project within the areas of personal navigation, travel planning and safety. The service facilities are offered via a mobile telephone. Positioning equipment is connected to the hand unit. The positioning unit is based on GPS and inertia navigation equipment. The combination of these technologies allows for navigation in both urban areas and indoors.
  32. 32. Citymart.com service: Call for solutions 38 cities 75 challenges +1000 solutions Challenge areas: health, transport, tourism, sustainability and energy efficiency, citizen participation, social innovation and other public services.
  33. 33. My reserach project (today’s title ;): Designing for citizen engagement to frame complex problems in cities
  34. 34. veronica@desmanetwork.eu