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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innoveren indienstverlening service design in de praktijk
What are the biggest issues & opportunities for improvement?
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innoveren indienstverlening service design in de praktijk
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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1Vertrek 11 05 Intercity
Alkmaar, Castricum, ZaandamA’dam Sloterdijk, Centr. , Amstel
Nijmegen
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1Vertrek 11 05 Intercity
Alkmaar, Castricum, ZaandamA’dam Sloterdijk, Centr. , Amstel
Nijmegen
1Vertrek 11 05 Intercity
Alkmaar, Castricum, ZaandamA’dam Sloterdijk, Centr. , Amstel
Nijmegen
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WAT BEWEEGT REIZIGERS OP HET PERRON?
..STBY...
Synthesis of insights on recurring customer journeys
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$%.$&/'"%!AANDACHTSPUNTEN en !KANSEN VOOR VERBETERING
..STBY...Het project 'Innovation In Services - Service Design in de praktijk' is deels ge!nancierd door het Pieken in de Delta-programma van het Ministerie van Economische Zaken, Landbouw en Innovatie, de Gemeente Utrecht en de provintie Utrecht.
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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...
innoveren indienstverlening service design in de praktijk
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...
innoveren indienstverlening service design in de praktijk
Multi-disciplinary teamwork
..STBY...
..STBY...36
Win-Win Outcome for service providers and travellers
..STBY...37
Rotterdam Design Prize(www.designprijs.nl)
Geke van Dijk | [email protected] | @hellogekeMarie de Vos | [email protected] | @marielerenard Design Research for Service Innovation
Thank you & happy to dicuss!
..STBY...
