Service Design Thinking. Marc Stickdorn Herbst 2012
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- Letitia Moore
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2 BUZZWORD BINGO Was die Wirtschaft bewegt.
3 SERVICE-DOMINANT LOGIC
4 SERVICE-DOMINANT LOGIC Produkt oder Dienstleistung?
5 SERVICE DOMINANT LOGIC DER SERVICE Der Service hinter dem Produkt HINTER Anrufbeantworter DEM PRODUKT
6 GOODS-DOMINANT LOGIC Value-in-Exchange
7 SERVICE-DOMINANT LOGIC Value-in-Exchange Value-in-Use
8 IN DIENSTLEISTUNGEN DENKEN: W e d o n t t h i n k o f t h e K i n d l e We think of it as a service. Jeffrey Bezos Gründer und CEO von Amazon.com
9 EXPERIENCE ECONOMY
10 EXPERIENCE ECONOMY MASSENWARE PRODUKT DIENSTLEISTUNG ERLEBNIS TRANSFORMATIVES ERLEBNIS
11 IN SERVICE-SYSTEMEN DENKEN: 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 aren t taking our market share with devices; they are taking our market share with an entire ecosystem. This means we re going to have to decide how we either build, catalyse or join an ecosystem. Stephen Elop, CEO von Nokia
12 SOZIALE MEDIEN
13 SOZIALE MEDIEN
14 SOZIALE MEDIEN
15 Dave Carroll United breaks guitars
16 Dave Carroll United breaks guitars
17 DER MARKETINGFOKUS VERSCHIEBT SICH
18 #SERVICEDESIGN
19 Dienstleistungen wurden schon immer gestaltet.
20 Dienstleistungen wurden schon immer gestaltet. VERTRIEBLER ENTWICKLER DESIGNER LOGISTIKER Wartungsvertrag Frontend-Software Usability Mobilitätskonzept Tarifoptionen Backend-Software Look and feel Reklamationsmanagement
21 LOGISTIKER VERTRIEBLER ENTWICKLER DESIGNER
22 Service Design ist interdisziplinär. LOGISTIKER VERTRIEBLER ENTWICKLER DESIGNER MANAGER VERTRIEBLER DESIGNER LOGISTIKER ENTWICKLER PSYCHOLOGE
23 Service Design ist interdisziplinär.
24 Jeder Spezialist hat seine eigene Sprache.
25 Service Design bietet eine gemeinsame Sprache.
26 ist ein iterativer Prozess. EXPLORATION CREATION REFLECTION IMPLEMENTATION EXPLORATION CREATION REFLECTION IMPLEMENTATION
27 ist ein iterativer Prozess. Damien Newman, Central Inc.
28
29 5 GRUNDPRINZIPIEN
30 1 USER-CENTRED
31 2 CO-CREATIVE
32 3 SEQUENCING
33 4 EVIDENCING
34 5 HOLISTIC
35 Kontextuelle Interviews
36 Ethnographie
37 Mobile Ethnographie
38 Personas
39 Stakeholder Mapping
40 Value Network Mapping
41 Customer Journey Mapping
42 Digitales Service Mapping smaply
43 Service Advertisments
44 Business Model Canvas
45 Theatralische Methoden
46 VIELEN DANK FÜR IHRE AUFMERKSAMKEIT. Marc
47 DESIGN = BERATUNG
48 DESIGN = BERATUNG BERATUNG DESIGN
49 DESIGN = CONSULTING CONSULTING DESIGN
50 DESIGN = KOSTEN
51 DESIGN = INVESTITION
52 DESIGN = WERTSCHÖPFUNG
53 Ein erster Schritt. Eine Möglichkeit.
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60 WEITERES INTERSSE? BÜCHER Service-Dominant Logic: The Service-Dominant Logic of Marketing Robert Lusch & Stephen Vargo (2006) Experience Economy: The Experience Economy Joseph Pine II & James Gilmore (1999) Prozess und Prinzipien: This is Marc Stickdorn & Jakob Schneider (2010) Double Diamond: British Design Council Squiggle: Damien Newman AGENTUREN DesignThinkers: Snook: minds&makers: ONLINE QUELLEN twitter: #servicedesign #TiSDT
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