SDNC13 -Day2- Small steps, big impact by Geke van Dijk & Maria de Vos

Geke van Dijk, Strategy Director

Marie de Vos, Design Researcher Design Research for Service Innovation

Small steps, big impact

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Better services for train travellers

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What moves people on the platform?

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innoveren indienstverlening service design in de praktijk

What are their key preferences & motivations?

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What are the biggest issues & opportunities for improvement?

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Observations on platform...

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Interviews with travellers...

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Diary notes by travellers

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Posters to communicate behavioural patterns

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WAT BEWEEGT REIZIGERS OP HET PERRON?

..STBY...

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Pointing out issues & opportunities

Stakeholder workshops to discuss & prioritise

..STBY...

Focus on process of getting in & out of train

..STBY...

Video Documentaries:Show & Tell

..STBY...

Filmpje

Co-creation workshop with travellers, designers and clients

..STBY...

Concepts developedby Edenspiekermann

..STBY...

..STBY...


Stakeholder workshops to discuss & prioritise

..STBY...

Feedback on concepts from expert perspective

..STBY...

..STBY...22

Real time information on position of train, composition and seats

..STBY...

..STBY...23

Online panel & interviews on actual use experiences

..STBY...

..STBY...24

App with real time info on composition of train and seats

..STBY...25

Online panel & interviews on actual use experiences

..STBY...

..STBY...26

Win-Win Outcome for service providers and travellers

Key points on transformation

..STBY...

..STBY...

Stories from travellers as shared reference point

..STBY...

Empathic to perspectiveof train travellers

..STBY...

..STBY...

..STBY...

Iterative design process with stakeholders

..STBY...

Creatively connecting both ends of the service spectrum

..STBY...


Multi-disciplinary teamwork

..STBY...

..STBY...36

Win-Win Outcome for service providers and travellers

..STBY...37

Rotterdam Design Prize(www.designprijs.nl)

http://www.designprijs.nl

http://www.designprijs.nl

..STBY...38

Book with case [email protected]@stby.eu

mailto:[email protected]




Geke van Dijk | [email protected] | @hellogekeMarie de Vos | [email protected] | @marielerenard Design Research for Service Innovation

Thank you & happy to dicuss!

..STBY...



