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WorkshopInspiring Service Design Workshop
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Philippe Martens
Compentence Center for
Product Development and
Industrial Design
service designworkshop
What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
What is service design?
What is design?
Design is…
Giving form to things
A process
Changing behaviour
Answering complex, open ended questions
Solving practical problems
Creating desire
Design is the process of making somethingBetter for someone
Defining service design
What are services?
Services are intangible goods
Services help someone to do something
Helping to get your car back on the road.Helping to get your car back on the road.
Helping passengers feel safe and in comfort.Helping passengers feel safe and in comfort.
Under cover Service Designers!!
A DEFINITION
Service design is the process of improving experiences that happen across multiple touch points over time.
Why service design?
the service ecology
The Customer Journey
Customer Journey | The Touchpoints
Attract
Choose
Use
Support
Retain
+
-
Understanding the customer touchpoints
Kinepolis experience flow
+
-
search
bookenter
travel and park
queue
eat
watch
apres drink
find car
pay
tickets
Exercise:Mapping your experience
Your customer experience journeyUsing 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.
References:books
ISBN 978-90-6369-256-8ISBN 978-90-6369-256-8
ISBN 978-1422177808ISBN 978-1422177808
ISBN 978-0-06-176608-4ISBN 978-0-06-176608-4
ISBN 978-90-5856-314-9ISBN 978-90-5856-314-9
References:websites
servicedesigntools.orgservicedesigntools.org
service-design-network.orgservice-design-network.org
servicedesigning.orgservicedesigning.org
Q&A
Thank you
@PhMartens
