1. 2015 Marc Stickdorn This is service design thinking. 30 June
2015Summer Design Summit * 2015
2. DISCOVER DEFINE DEVELOP DELIVER The Double Diamond as
described by the British Design Council Service design thinking is
an iterative process. Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
3. A CUSTOMER JOURNEY FROM THE PERSONA PERSPECTIVE Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
4. A CUSTOMER JOURNEY FROM THE PERSONA PERSPECTIVE or as some
might call it: slipping into your customers shoes. Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
5. PERSONA Jake 30 Male German Dont believe the hype! Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
6. PERSONA Dont believe the hype! User/customer stereotypes
based on research Jake 30 Male German Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
7. The story of Jake and his old TV set A TV set is a product,
right? Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
8. JAKE 1 That old TV set breaks down 1 Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
9. JAKE 2 Reading advertisements in print media 1 2 Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
10. JAKE 3 Looking for offers online 2 31 Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
11. JAKE 4 Reading online reviews 42 31 Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
12. 42 3 JAKE 5 Collecting information in store 5 Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
13. 43 5 JAKE 6 Comparing prices on mobile device 6 Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
14. 4 5 6 JAKE 7 Buying new TV set in store 7 P R E - S E R V I
C E P E R I O D S E R V I C E Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
15. 5 6 7 JAKE 8 Transportation home 8 P R E - S E R V I C E P
E R I O D S E R V I C E Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
16. 6 7 8 JAKE 9 Setting up the new TV set 9 P R E - S E R V I
C E P E R I O D S E R V I C E Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
17. 7 8 9 JAKE 10 Using TV set for the first time 10 S E R V I
C E Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
18. 8 9 10 JAKE 11 Writing a review online 11 S E R V I C E
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
19. 9 10 JAKE 12 Using TV set after a month S E R V I C E 11 12
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
20. 10 11 12 JAKE 13 Using TV set after a year S E R V I C E 13
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
21. 11 12 13 JAKE 14 Recommending friends S E R V I C E 14 Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
22. 42 3 5 11 12 13 14 6 7 8 9 10 1 Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
23. THE CUSTOMER JOURNEY OF Old thinking: Moment of sale =
service P R E - S E R V I C E P E R I O D P O S T - S E R V I C E P
E R I O D service period Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
24. THE CUSTOMER JOURNEY OF New thinking: End-to-end experience
P R E - S E R V I C E P E R I O D S E R V I C E P E R I O D P R E -
S E R V I C E P E R I O D P O S T - S E R V I C E P E R I O D Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
25. And this is just a high-level perspective Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
26. Each touchpoint can be separated into smaller steps 9
UNPACKINGARRANGING GETTING RID OF OLD STUFF SETTING UP CHANNELS
TIDY UP LIVING ROOM CONNECT TO WIFI SOFTWARE UPDATE SET UP CABLES
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
27. A SWIMLANE DIAGRAM FOR Understanding channels Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
28. A SWIMLANE DIAGRAM FOR Understanding channels Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
29. INTRODUCING KLAUS Cool! Marc StickdornSummer Design Summit
* 2015 This is Service Design Thinking. 30 June 2015
30. A SWIMLANE DIAGRAM FOR & Understanding channels Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
31. 16 17 18 JAKE 21 KLAUS 3 Marc StickdornSummer Design Summit
* 2015 This is Service Design Thinking. 30 June 2015
32. 16 17 18 JAKE 21 KLAUS 3 social media Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
33. POSITIVE social media Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
34. POSITIVE social media Joshie, the giraffe Images:
www.huffingtonpost.com/chris-hurn/
stuffed-giraffe-shows-wha_b_1524038.htmlMarc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
35. POSITIVE social media Joshie, the giraffe Images:
www.huffingtonpost.com/chris-hurn/
stuffed-giraffe-shows-wha_b_1524038.htmlMarc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
36. POSITIVE social media Images:
www.huffingtonpost.com/chris-hurn/
stuffed-giraffe-shows-wha_b_1524038.htmlMarc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
37. NEGATIVE social media Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
38. Dave Carroll United breaks guitars 14.000.000+ Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
39. Dave Carroll United breaks guitars 14.000.000+ Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
40. CUSTOMER SATISFACTION EXPECTATIONS VS. EXPERIENCES Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
41. CUSTOMER SATISFACTION 1 2 3 4 5 6 7 8 9 10 P R E - S E R V
I C E S E R V I C E P O S T - S E R V I C E Expectations
Experiences Satisfaction Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
42. CUSTOMER SATISFACTION 1 2 3 4 5 6 7 8 9 10 P R E - S E R V
I C E S E R V I C E P O S T - S E R V I C E Expectations
Experiences Satisfaction Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
43. CUSTOMER SATISFACTION Expectations Experiences Satisfaction
1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T -
S E R V I C E Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
44. CUSTOMER SATISFACTION Expectations Experiences Satisfaction
1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T -
S E R V I C E Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
45. CUSTOMER SATISFACTION Expectations Experiences Satisfaction
1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T -
S E R V I C E Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
46. CUSTOMER SATISFACTION Expectations Experiences Satisfaction
1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T -
S E R V I C E Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
47. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C
E S E R V I C E P O S T - S E R V I C E JAKEMarc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
48. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C
E S E R V I C E P O S T - S E R V I C E JAKEKLAUSMarc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
49. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C
E S E R V I C E P O S T - S E R V I C E JAKEKLAUSLAURAMarc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
50. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C
E S E R V I C E P O S T - S E R V I C E JAKEKLAUSLAURA When do you
measure customer satisfaction? Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
51. 1 2 3 4 5 6 7 8 10 P R E - S E R V I C E S E R V I C E P O
S T - S E R V I C E JAKEKLAUSLAURA EMOTIONAL JOURNEY 89,7% of our
customers rate our service:very good. 9 Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
52. MARKETING SHIFTS FROM ADVERTISEMENTS TO EXPERIENCES Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
53. #servicedesign Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
54. MANY COMPANIES DESIGN AND BUSINESS SCHOOLS MBA PROGRAMS
HIGH SCHOOLS WHO LEARNS SERVICE DESIGN? Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
55. Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
56. #servicedesign Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
57. PRODUCT OR SERVICE? Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
58. THE SERVICE BEHIND THE PRODUCT Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
59. Value-in-Exchange GOODS-DOMINANT LOGIC Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
60. A D V E R T I S E M E N T S ADVERTISEMENTS Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
61. MOMENT OF SALE A D V E R T I S E M E N T S S A L E S moment
of sale Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
62. AFTER SALES A D V E R T I S E M E N T S A F T E R S A L E
SS A L E S after sales (service) Marc StickdornSummer Design Summit
* 2015 This is Service Design Thinking. 30 June 2015
63. Value-in-Exchange Value-in-Use SERVICE-DOMINANT LOGIC Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
64. HOW SERVICE-DOMINENT LOGIC CHANGES THE CUSTOMER JOURNEY P R
E - S E R V I C E A D V E R T I S E M E N T S P O S T - S E R V I C
ES E R V I C E S A L E A F T E R Marc StickdornSummer Design Summit
* 2015 This is Service Design Thinking. 30 June 2015
65. HOW SERVICE-DOMINENT LOGIC CHANGES THE CUSTOMER JOURNEY P R
E - S E R V I C E A D V E R T I S E M E N T S P O S T - S E R V I C
ES E R V I C E S A L E A F T E R moment of sale after sales Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
66. Value co-creation SERVICE-DOMINANT LOGIC Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
67. We dont think of the Kindle Fire as a tablet. We think of
it as a service. Jeffrey Bezos, September 2011 Founder and CEO of
Amazon.com THINK IN SERVICES Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
68. The battle of devices has now become a war of ecosystems,
where ecosystems include not only the hardware and software of the
device, but developers, applications, ecommerce, advertising,
search, social applications, location-based services, unified
communications and many other things. Our competitors arent taking
our market share with devices; they are taking our market share
with an entire ecosystem. This means were going to have to decide
how we either build, catalyse or join an ecosystem. Stephen Elop,
February 2011 CEO of Nokia THINK IN SERVICE ECOSYSTEMS Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
69. CA B A SERVICE ECOSYSTEM Marc StickdornSummer Design Summit
* 2015 This is Service Design Thinking. 30 June 2015
70. CA B A SERVICE ECOSYSTEM JAKE KLAUS Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
71. CA B REV A SERVICE ECOSYSTEM WIFI TRANS JAKE PAYTV KLAUS
POST SHOP PRICE Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
72. KLAUS EMPLOYEES PARKING LOT ONLINE SHOP LOGISTICS
MAINTENANCE A SERVICE ECOSYSTEM TRA JAKE SHOP Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
73. KLAUS EMPLOYEES PARKING LOT ONLINE SHOP SHAREHOLDERS
LOGISTICS SUPPLIERS AUTHORITIES COMMUNITY MAINTENANCE MARKETING
SALES ETC A SERVICE ECOSYSTEM TRA JAKE SHOP Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
74. CA B REV A SERVICE ECOSYSTEM WIFI TRANS JAKE PAYTV KLAUS
POST SHOP PRICE Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
75. #servicedesign Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
76. Service Design is not new. Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
77. Corporate communications Infrastructure Usability Look and
feelTechnical supportCustomer relationship management Customer
support Point-of-Sales MARKETING IT DESIGN/UX SALES Service Design
is not new. Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
78. IT SALES DESIGN MARKETING Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
79. IT SALES DESIGN MARKETING Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
80. Service design is inter-disciplinary. IT MARKETER MANAGER
SALES DEVELOPER PSYCHOLOGIST DESIGN DESIGNER MARKETING Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
81. Service design is inter-disciplinary. Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
82. Every discipline has its language. Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
83. Service design thinking is a common language. Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
84. Service design thinking is an iterative process. REFLECTION
IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION
IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
85. Service design thinking is an iterative process. The
Squiggle by Damien Newman from Central Inc.Marc StickdornSummer
Design Summit * 2015 This is Service Design Thinking. 30 June
2015
86. SERVICE DESIGN THINKING DOING Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
87. Exploration Creation/Reflection Implementation
SELF-EXPLORATION Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
88. OBSERVATION Exploration Creation/Reflection Implementation
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
89. CONTEXTUAL INTERVIEWS Exploration Creation/Reflection
Implementation Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
90. MOBILE ETHNOGRAPHY Exploration Creation/Reflection
Implementation Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
91. Exploration Creation/Reflection Implementation PERSONAS
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
92. Exploration Creation/Reflection Implementation STAKEHOLDER
MAPS Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
93. Exploration Creation/Reflection Implementation VALUE
NETWORK MAPS Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
94. Exploration Creation/Reflection Implementation CUSTOMER
JOURNEY MAPS Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
95. Exploration Creation/Reflection Implementation SERVICE
ADVERTISEMENTS Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
96. Exploration Creation/Reflection Implementation BUSINESS
MODEL INNOVATION Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
97. Exploration Creation/Reflection Implementation SERVICE
PROTOTYPES Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
98. Exploration Creation/Reflection Implementation THEATRICAL
TOOLS Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
99. 5 BASIC PRINCIPLES Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
100. 1 USER-CENTRED Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
101. 2 CO-CREATIVE Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
102. 3 SEQUENCING Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
103. 4 EVIDENCING Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015
104. 5 HOLISTIC Marc StickdornSummer Design Summit * 2015 This
is Service Design Thinking. 30 June 2015
105. #servicedesign (or whatever you call what were doing)
management THE CONTINUOUS IMPROVEMENT OF CUSTOMER EXPERIENCE Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
106. SERVICE DESIGN MANAGEMENT CX ANALYSIS IMPLEMENTATION
IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
107. IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS
IDEATIONPROTOTYPING SERVICE DESIGN MANAGEMENT CX ANALYSIS Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
108. Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
109. IMPLEMENTATION IDEATIONPROTOTYPING CX ANALYSIS
IDENTIFICATION OF CRITICAL TOUCHPOINTS SERVICE DESIGN MANAGEMENT
Marc StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
110. 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P
O S T - S E R V I C E START HERE! Marc StickdornSummer Design
Summit * 2015 This is Service Design Thinking. 30 June 2015
111. CX ANALYSIS IMPLEMENTATION IDENTIFICATION OF CRITICAL
TOUCHPOINTS SERVICE DESIGN MANAGEMENT IDEATIONPROTOTYPING Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
112. THE CONCEPTS PORTFOLIO IMPACT ON CUSTOMER SATISFACTION
COST A LOTCHEAP Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
113. THE CONCEPTS PORTFOLIO IMPACT ON CUSTOMER SATISFACTION
COST A LOTCHEAP Marc StickdornSummer Design Summit * 2015 This is
Service Design Thinking. 30 June 2015
114. THE CONCEPTS PORTFOLIO IMPACT ON CUSTOMER SATISFACTION
COST A LOTCHEAP START HERE! Marc StickdornSummer Design Summit *
2015 This is Service Design Thinking. 30 June 2015
115. A picture says more than thousand words. A prototype says
more than thousand concepts. PROTOTYPING IDEATIONPROTOTYPING Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
116. SERVICE DESIGN MANAGEMENT CX ANALYSIS IMPLEMENTATION
IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
117. SERVICE DESIGN MANAGEMENT CX ANALYSIS IMPLEMENTATION
IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
118. Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
119. Marc StickdornSummer Design Summit * 2015 This is Service
Design Thinking. 30 June 2015
120. FURTHER INTEREST? BOOKS ProcessPrinciples: This is Service
Design Thinking by Marc StickdornJakob Schneider (2010)
Service-Dominant Logic: The Service-Dominant Logic of Marketing by
Robert LuschStephen Vargo (2006) Experience Economy: The Experience
Economy by Joseph Pine IIJames Gilmore (1999) Service Design:
Service Design From Insight to Implementation by Andy Polaine,
Lavrans LvlieBen Reason (2013) ONLINE RESSOURCES twitter:
#servicedesign www.designthinkingnetwork.com
www.servicedesignbooks.org www.service-design-network.org
www.servicedesigntools.org www.tisdt.com www.globalservicejam.org
www.smaply.com www.mrthinkr.com www.experiencefellow.com Marc
StickdornSummer Design Summit * 2015 This is Service Design
Thinking. 30 June 2015
121. Marc Stickdorn @MrStickdorn [email protected]
www.tisdt.com www.smaply.com www.mrthnkr.com
www.experiencefellow.com www.thisisservicedesigndoing.com Slides
designed by Jakob Schneider @jakoblies [email protected] THANK YOU.
and have a great day! Marc StickdornSummer Design Summit * 2015
This is Service Design Thinking. 30 June 2015