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Service Design Thinking Designing services that people fall in love with Icons by : Whitespring Service Design // www.whitespring.de

Service Design Thinking - Designing services that people fall in love with

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Slides from my service design talk and one day workshop @ Globant, Pune, India. - Why Service Design ? Todays Customers Trends ? - Service Design Benefits ? - Basic Process, Tools & Methods - One day Workshop

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Service Design Thinking Designing services that people fall in love with

Icons by : Whitespring Service Design // www.whitespring.de

Age of the customer

Empowered buyers demand new level of customer obsession

www.flickr.com/photos/8058853@N06/6045258692

Products are becoming serviceswww.flickr.com/photos/juehuayin/3251667785/

Product market is satisfied

20 different available products are fulfilling same purpose

Basic Function & Quality is taken for granted

Service relationship can’t be copied

Good product design is not the only ingredient to success

www.flickr.com/photos/lexnger/10171653336/

Traditional organisation silos are breaking

Emotions are becoming a decisive factor

www.flickr.com/photos/bigfatgreycat/10313692763/

Emotions bigger impact on loyalty

Technology can’t measure sentiments

Employee engagement as priority www.flickr.com/photos/ronsombilongallery/5828172072

Services aren’t made on an assembly line

www.flickr.com/photos/pasukaru76/6893926948

Holistic service experience is new standards

http://www.kaaathryn.com/wp-content/uploads/2014/03/emirates.png

Service Design Benefits

What is Service Design ?

Service Design is a holistic approach that considers the end-to-end service experience across all channels and touch points from a customer and organisation perspective.

What is Service Design ?

Service Design Principles

Service Design Process

Service Design Process

Discover

Identify Problems

Opportunities Needs

Define the solution Space

Build a rich knowledge

resource with inspiration &

Insights

https://public.edigitalresearch.com/fs/fs/FSM-924840784/f/FSF-926908306/derekblog1image1.jpg

Define

Analysed output of discovery

phase

Synthesise the findings in to

reduce number of

opportunities

Define a clear brief for

sign-off by stakeholders

Business Model - The Empathy MapDesigned for: Designed by:

Customer Perspective:

What does she

THINK and FEEL?what really countsmajor preoccupationsworries & aspirations

What does she

SEE?environmentfriendswhat the markets offers

What does she

HEAR?what friends saywhat boss sayswhat influences say

What does she

SAY and DO ?attitude in publicappearancebehavior towards others

GAIN“wants”/needs, measures of success, obstacles

PAINfears, frustrations, obstacles

Date:

Interation:

Adapted from XPLANE. XPlane.comwww.XPLANE.com

Develop

Develop initial brief in to product or service for

implementation

Design service component in

detail & as part of holistic experience

Iteratively test concept with

end users

Deliver

Taking Product / Service to

launch

Ensure customer feedback

mechanism are in place

Share lessons from

development

Welcome

Service Design Intro

Stakeholder Mapping

LUNCH

Value Network Mapping

Personas

Customer Journey Mapping

10:00

11:00

12:00

13:00

14:00

15:00

16:00

17:00

Welcome

Business Model Canvas

LUNCH

Service Blueprint

Customer Journey Mapping

Basics Intermediate

Intros

Service Design

LUNCH

Acting as Prototype

Business Model Canvas

Advance

Customer Journey

Service Blueprint

Schedule

One-Day Workshop

References & Credits

Ramakant GawandeExperience and Service Design Specialist

Pune, India

[email protected]

http:// in.linkedin.com/in/ramakantg/en

This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection