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Marc Stickdorn | ExperienceFellow | @MrStickdornJakob Schneider | ExperienceFellow | @jakoblies
Mobile EthnographyExperienceFellow: a service design start-up
October 3rd, New York City
78.4 % ARE SATISFIED WITH YOUR PRODUCT. YEAH, NUMBERS.NOW WHAT?
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
ASSUMPTION BASED
RESEARCH BASED
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
BASE YOUR CUSTOMER JOURNEY
ON F***ING RESEARCH!
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
QUALITATIVE
QUANTITATIVE
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Big Data
Customer segmentation
A/B testing Heatmaps
Conversion analysis
Surveys Tracking
… AND MANY MORE
QUALITATIVE
QUANTITATIVE
… AND MANY MORE
Contextual interviews
Participant observation
Non-participant observation
Self-documentation
WorkalongCultural probes
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Big Data
Customer segmentation
A/B testing Heatmaps
Conversion analysis
Surveys Tracking
QUALITATIVE
QUANTITATIVE
Contextual interviews
Participant observation
Non-participant observation
Self-documentation
WorkalongCultural probes
Mobile EthnographyWELCOME THE NEW CREW MEMBER
since 2008Mobile Ethnography
@jakobliesExperienceFellow: a service design start-up @MrStickdorn
SELF-CONDUCTED DESIGN RESARCH
Mobile Ethnography
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Free smartphone app for participants
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Real-time Visualization as journey map
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Advanced filtering techniques
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Advanced filtering techniques
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Location-based visualization with clustering
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Location-based visualization with clustering
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
High-resolution PDF export for large format prints
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
www.experiencefellow.com
DISCOUNT VOUCHER
150 EUROVALUE
CODESDGC2015
VALID UNTIL31 December 2015
Just sign up on our website and use this code.
Vouchers can only be used once.Please see our website for terms and conditions.
JOHN, IT IS UN-BE-LIE-VABLE!IF YOU CALL RIGHT NOW, YOU GET THIS VOUCHER FOR FREE!
COMMERCIAL PRESENTATION MODE ON
COMMERCIAL PRESENTATION MODE OFF
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
SERVICE DESIGN
START-UPSMobile Ethnography
@jakobliesExperienceFellow: a service design start-up @MrStickdorn
LEAN UX
LEAN STARTUP
DESIGN THINKINGSERVICE DESIGN
AGILE DEVELOPMENT
… AND MANY MORE
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
ITERATIVE PROCESSLE
AN U
XLE
AN ST
ARTU
P
DESI
GN TH
INKI
NGSE
RVIC
E DES
IGN
AGILE
DEV
ELOP
MENT
IT’S ALL ABOUT THE
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
VISUALIZE CUSTOMER EXPERIENCE
RESEARCH CUSTOMER EXPERIENCE
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
WE USE SERVICE DESIGN TO BUILD SERVICE DESIGN TOOLS
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
WE USE SERVICE DESIGN TO BUILD SERVICE DESIGN TOOLS
SINCE 2008, OH YEAH.
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
AND THIS WORKS
AWESEOME!SOMETIMES.
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
PRACTICING SERVICE DESIGN
HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
PRACTICING SERVICE DESIGN
HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP
#WIN#FAIL
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
PRACTICING SERVICE DESIGN
Development 12 hours
Testing 20 hours
Discussion 26 hours
Insights 04
Iterations 02
Development 20 mins
Testing 20 mins
Discussion 02 hours
Insights 31
Iterations 27
HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Photo Credit: Shutterstock / CTR Photos
WISELY THE FORCE YOU MUST USE.
PRACTICING SERVICE DESIGN
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Troll face from Whynne via Reddit
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
#TROLL
IF WE ALL KNOW HOW TO DESIGN KICK-ASS SERVICES …WHY DON’T WE SEE MORE START-UPS EVOLVING FROM THE SERVICE DESIGN COMMUNITY?
Troll face from Whynne via Reddit
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
Marc Stickdorn Jakob Schneider
@MrStickdorn @jakobliesTHANK YOU!
OUT 2016
Marc Stickdorn
Markus Edgar Hormeß
Adam Lawrence
Jakob Schneider
Marc StickdornMarkus Edgar Hormeß
Adam LawrenceJakob Schneider
Mobile Ethnography@jakobliesExperienceFellow: a service design start-up @MrStickdorn
