Scribd Logo
Încărcați

Bine ați venit la Scribd!

  • This Is Service Design / DMY Symposium / June 7, 2012

    Încărcat de

    Service Design Berlin
    986 vizualizări52 pagini
    The service sector currently contributes most to Germany’s Gross Domestic Product. Yet, while the German public cares a lot about being the world’s largest exporter of the year, the phrase “service wasteland Germany” unfortunately remains a frequently used one. No wonder product design is a well-established discipline, whereas the term service design is even unclear to many designers themselves. This lecture gave an introduction to service design and discussed how service economies both change design and business. The co-founders of ‘Service Design Berlin’ talk about the refined role of the designer and how s/he not only adds value to a business, but is in charge of shaping it. The talk outlines the altered design process that is based on iterative, user-centred and collaborative components.

    Titlu original

    This is Service Design / DMY Symposium / June 7, 2012

    Drepturi de autor

    © Attribution Non-Commercial (BY-NC)

    Formate disponibile

    PDF, TXT sau citiți online pe Scribd

    Vi se pare util acest document?

    Este necorespunzător acest conținut?

    Raportați acest document
    The service sector currently contributes most to Germany’s Gross Domestic Product. Yet, while the German public cares a lot about being the world’s largest exporter of the year, the phrase “service wasteland Germany” unfortunately remains a frequently used one. No wonder product design is a well-established discipline, whereas the term service design is even unclear to many designers themselves. This lecture gave an introduction to service design and discussed how service economies both change design and business. The co-founders of ‘Service Design Berlin’ talk about the refined role of the designer and how s/he not only adds value to a business, but is in charge of shaping it. The talk outlines the altered design process that is based on iterative, user-centred and collaborative components.

    Drepturi de autor:

    Attribution Non-Commercial (BY-NC)
    Descărcați ca PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    986 vizualizări52 pagini

    This Is Service Design / DMY Symposium / June 7, 2012

    Încărcat de

    Service Design Berlin
    The service sector currently contributes most to Germany’s Gross Domestic Product. Yet, while the German public cares a lot about being the world’s largest exporter of the year, the phrase “service wasteland Germany” unfortunately remains a frequently used one. No wonder product design is a well-established discipline, whereas the term service design is even unclear to many designers themselves. This lecture gave an introduction to service design and discussed how service economies both change design and business. The co-founders of ‘Service Design Berlin’ talk about the refined role of the designer and how s/he not only adds value to a business, but is in charge of shaping it. The talk outlines the altered design process that is based on iterative, user-centred and collaborative components.

    Drepturi de autor:

    Attribution Non-Commercial (BY-NC)
    Descărcați ca PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    din 52

    D M Y S Y M P O S I U M / J U N E 7, 2 0 1 2

    This is Service Design


    Olga Scupin & Martin Jordan, Service Design Berlin

    Is this designed to the final extent? (it won design awards)

    Image: Daimler AG

    Well (it depends)

    Icons: Simon Child / The Noun Project

    PRODUCT

    Well (it depends)

    single purchase ( 12,000)

    Icons: Simon Child / The Noun Project

    PRODUCT

    SERVICE

    Well (it depends)

    single purchase ( 12,000)

    multiple rents ( 0,29 / min)

    Icons: Simon Child / The Noun Project

    There is no service design without a product.


    DR. SABINE JUNGINGER, 2011

    @ Service Jam Berlin 2012

    Here is where the design work starts

    Images: Daimler AG

    communicate

    Here is where the design work starts

    Images: Daimler AG

    communicate

    Here is where the design work starts

    welcome

    Images: Daimler AG

    communicate

    Here is where the design work starts

    welcome

    register
    Images: Daimler AG

    communicate

    Here is where the design work starts

    welcome

    register
    Images: Daimler AG

    locate

    communicate

    Here is where the design work starts

    welcome enter

    register
    Images: Daimler AG

    locate

    communicate

    start

    Here is where the design work starts

    welcome enter

    register
    Images: Daimler AG

    locate

    communicate

    start

    Here is where the design work starts

    drive welcome enter

    register
    Images: Daimler AG

    locate

    communicate

    enjoy

    start

    Here is where the design work starts

    drive welcome enter

    register
    Images: Daimler AG

    locate

    Change

    BUSINESS

    Change

    BUSINESS

    DESIGN

    Change

    SOCIETY

    BUSINESS

    DESIGN

    Service Design as a consequence of social, cultural and economic change

    Who are we to tell you about this?

    Manuel Designer, Fjord

    Katrin Research Associate, WZB

    Martin User Experience, Nokia

    Olga Business & Media Studies, MA

    Activities

    regular meet-ups

    weekend jams

    conference workshops

    How design and business are changing

    Evolution of Business from 20th to 21th c.


    FROM TO

    Push / selling solutions Closed innovation Clear customer segments Long development with high risks

    Pull / discovering and solving problems Open innovation with constant customer interaction Value, meaning & lifestyle orientation Iterative development cycles with low market entry costs

    Evolution of Design from 20th to 21th c.


    FROM TO

    A noun Artefact About aesthetics

    A verb Process About aesthetics, interaction, functionality, usability, construction and meaning A collective effort to solve problems Essential to the value of things

    An individuals expression A luxury addition to things

    From: Erik Roscam Abbing: Brand-Driven Innovation

    GRAPHIC DESIGN

    Aa

    2D

    Model: Benjamin N.N. Schulz; Icons: Dima Yagnyuk, Daphne Espinosa, George Agpoon / The Noun Project

    GRAPHIC DESIGN

    Aa

    2D

    PRODUCT DESIGN

    3D

    +Z-axis (spatial depth)

    Model: Benjamin N.N. Schulz; Icons: Dima Yagnyuk, Daphne Espinosa, George Agpoon / The Noun Project

    GRAPHIC DESIGN

    Aa

    2D

    PRODUCT DESIGN

    3D

    +Z-axis (spatial depth)

    INTERACTION DESIGN

    Contact

    4D

    +T-axis (temporal dimension)

    Model: Benjamin N.N. Schulz; Icons: Dima Yagnyuk, Daphne Espinosa, George Agpoon / The Noun Project

    GRAPHIC DESIGN

    Aa

    2D

    PRODUCT DESIGN

    3D

    +Z-axis (spatial depth)

    INTERACTION DESIGN

    Contact

    4D

    +T-axis (temporal dimension)

    SERVICE DESIGN

    Snap

    5D

    + W-axis (multi-local simultaneity)

    Model: Benjamin N.N. Schulz; Icons: Dima Yagnyuk, Daphne Espinosa, George Agpoon / The Noun Project

    Multi-disciplinary process w/ Design Thinking

    Business Design Project Management Process Engineering Concept Design

    User Research

    Tools & deliverables

    There is not the one service design process, yet a wide range of tools and methods. Use whatever fits the challenge, task or question. Overview of tools on www.servicedesigntools.org

    Tools & deliverables: Sketch flows

    Tools & deliverables: Prototypes (Lo-Fi Hi-Fi)

    Image: Elias Barrasch

    Tools & deliverables: Blueprint

    Service Blueprint: Brandon Schauer / Adaptive Path

    Tools & deliverables: Storyboard

    Vivit / Thomas Manss & Company

    Tools & deliverables: Business Model Canvas

    Business Model Canvas: Alexander Osterwalder & Yves Pigneur

    Definition

    Service Design is a practice to create useful, usable, desirable, effective and distinctive services. These are developed through an iterative, user-centred and collaborative design process, focusing on the end user experience and taking multiple tangible and intangible touchpoints in consideration. Service Design aims to create value for both the business as well as the customer.

    ATTRIBUTES

    Service Design is a practice to create useful, usable, desirable, effective and distinctive services. These are developed through an iterative, user-centred and collaborative design process, focusing on the end user experience and taking multiple tangible and intangible touchpoints in consideration. Service Design aims to create value for both the business as well as the customer.

    Icon: Ugur Akdemir / The Noun Project

    useful*

    * as IKEAs Smland: you shop, while your kids play


    Image: Inter IKEA Systems B.V.

    usable*

    * as hailing a cab: just raise your hand


    Image: Thomas Hawk / Flickr

    desirable*

    * as upgrading to business class: enjoy more space


    Image: Maxene Huiyu / Flickr

    effective*

    * as the mail: your letter arrives the next day


    Image: Deutsche Post DHL

    distinctive*

    * as car2go: the smallest car sharing offer in the city


    Image: atmtx / Flickr

    PROCESS

    Service Design is a practice to create useful, usable, desirable, effective and distinctive services. These are developed through an iterative, user-centred and collaborative design process, focusing on the end user experience and taking multiple tangible and intangible touchpoints in consideration. Service Design aims to create value for both the business as well as the customer.

    Icon: Linda Kantchev

    iterative*

    * with constant user & customer feedback

    user-centred*

    * with a clear understanding of who you are designing for

    collaborative*

    * with involving all important stakeholders as early as possible

    GOALS

    Service Design is a practice to create useful, usable, desirable, effective and distinctive services. These are developed through an iterative, user-centred and collaborative design process, focusing on the end user experience and taking multiple tangible and intangible touchpoints in consideration. Service Design aims to create value for both the business as well as the customer.

    touchpoints*

    * all that are necessary for a good user flow


    Image: Thomas Manss & Company

    value*

    * that differentiates products against competitors and for users


    Image: Nokia

    Service Design is a practice to create useful, usable, desirable, effective and distinctive services. These are developed through an iterative, user-centred and collaborative design process, focusing on the end user experience and taking multiple tangible and intangible touchpoints in consideration. Service Design aims to create value for both the business as well as the customer.

    Good design is good business.


    THOMAS WATSON JR., 1973

    Finding the innovation sweet spot User experience

    Technology

    Products

    Questions please!
    servicedesignberlin.de @SD_Berlin fb.com/servicedesignberlin

    S-ar putea să vă placă și