Download - SF Service Jam Day 1 Deck
SAN FRANCISCOGLOBAL SERVICE JAM 2014
@SDNSF @Cooper
Meet your volunteer facilitators!
Friday
Housekeeping
What is a Jam?
100+ jams working on the same theme..
Creating something that you could not create by yourself
Show don’t tell
Build on other jammer’s ideas
Have fun!
Overview of the weekend!
Don’t get too deep
If can’t choose a direction, prototype both
Bring the service to life
We’re more concerned with if there should be a brochure, not it’s layout.
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Service Design… what?
What has 30 year done to services?
BIG IDEA
Checks Phone Mail Branch
BIG IDEA
Checks Phone Mail Branch Debit card ATM Online banking Mobile web Txt iPhone Android Mobile check deposit Retail partners Twitter
BIG IDEAPrinting press !!!Graphic Design
Industrial age !!!Industrial Design
!Computer age Mobile age !!Interaction design
Coordinating all these resulting channels !Service design
BIG IDEALove...
BIG IDEALove...
BIG IDEAHate…
BIG IDEA80% of service companies believe that they have a superior service proposition
8% of customers agree
BIG IDEA80% of service companies believe that they have a superior service proposition
Service Anticipation Gap 8%
of customers agree
What are services?
…outcomes in which customers do not take ownership of physical elements involved.
Services are co-created by service users and service employees.
BIG IDEA
More than just the user Service customers Service users Frontstage employees Backstage employees Partner employees
Your outcome and experience is likely to be very different than mine.
BIG IDEA
GIVE Time Money Skilled labor Goods Information Data Knowledge Aesthetics Experiences
GET Time
Money Skilled labor
Goods Information
Data Knowledge Aesthetics
Experiences
BIG IDEAExchanges occur through mediums…
BIG IDEACalled touchpoints…
BIG IDEAPeopleEmployees and other customers encountered while the service is produced.
Place The physical space or the virtual environment through which the service is delivered.
PropThe objects and collateral used to produce the service encounter. Forms, products, signage, etc.
PartnerOther businesses or entities that help to produce or enhance the service encounter.
ProcessWorkflows and rituals that are used to produce the service encounter. Relates the people, place, props, and partners.
The 5 P’s…
BIG IDEA
Which take place over time…
Service Cycle
Entise
Enter
Experience
Exit
Extend
Use
Retain
Orient
Att
ract
Entice
BIG IDEA
Which take place over time…
Service Cycle
Entise
Enter
Experience
Exit
Extend
Use
Retain
Orient
Att
ract
Entice
BIG IDEAFront stage !
Back stage
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Service Design...
SAN FRANCISCOGLOBAL SERVICE JAM 2014
User centered
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Holistic
IN HOUSE ENTITIES
SECONDARY PARTNERS
TERTIARY PROVIDERS
GOVERNMENT & POLICY
DIRECT PARTNERS
$
$
$
SELL
PAY FOR ENERGYSELL EXCESS ENERGY
CERTIFIES ENERGY PRODUCTS
SELL
SELL
FUNDING&INCENTIVES
PROVIDE ECO MORTGAGE SECURITIES
CLIENTS & CERTIFICATION
COMMISSION & PRICING
PROVIDE SATELLITE DATA
PROVIDES DATA & CERTIFICATION OF PRODUCTS
SELL
SELL
SELLSELL
TECH DATA
REGULATE ENERGY MIX/CARBON ALLOWANCES
REGULATE ENERGY MIX/CARBON ALLOWANCES
SELL ENERGY
SUBSIDIZES CONSUMER COST
DETERMINE
DETERMINE ABOUT OF ECO LOANS
CON
TRACT
CONTRACT
REGULATE DEMAND
REGULATE DEMAND
DETERMINE POLICY
DETERMINE POLICY
PROVIDE ENERGY BILL DATA
$
$
$
$
$
$!
$
Cash Sources
Threats to Peek
$
COMM
ISSIONS TO BUILD
COMMISSIONS TO BUILD
INSTALL AND SUPPORT
Peek Renewable
Energy Certificates
Personal PV System Installation
Energy Brokerage
Department of Energy
Fannie & Freddie May
Local Utilities
!
Renewable Electricity Providers
Renewable energy
certificate providers
Carbon Offset providers
Green-E
!
ISOs
Mint.com
Smart Grid Policy
Federal Government
!
State Government
!
Local Utilities
Federal Government
!
State Government
!
Home Owners with renewable
Power Resources
Green-E
OEM for Controller
Boxes
Solar Panel OEMS
!
Solar Panel Dealer/
Installers
EEM Auditors
Contractors for Home Efficiency Local Utilities
Credit Bureaus
Smart Grid Policy
!
Local and State Government
!
Congress
Bing Maps
OEM for Controller Boxes & in
Home Energy Monitoring touchpoints
peek
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Co-creative
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Sequential
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Evidenced
SAN FRANCISCOGLOBAL SERVICE JAM 2014
Service design tools
Expansive toolsService design has a wonderfully diverse toolset and range of methodologies.
Your best tool is other JammersI’m not just saying that. They really are.
Journey mappingMap out the customer’s journey through an existing or future service.
Journey mappingBy maybe more like this.
Service BlueprintingA good tool for exploring the operations of your service. Think of it like an architectural blueprints, it tells you how to build it.
Service BlueprintingBy maybe more like this.
The business model canvasGreat tool if your service involved a business model innovation or change.
Value prop canvasFor the Jam it may be a bit overcomplicated. But a good tool if you’re stuck.
StoryboardingExcellent tool for refining your service story and communication. Don’t worry about the quality of the drawing. Go for it!
Paper prototypingIf you need to work out an interface a paper prototype is the way to do. Quick, easy, and beast of all, easy to change.
Desktop modelsIf your service has a large environmental component, grab some foamcore and whip one up.
Rough prototypingDon’t try and make the prototype real right off the bat. Start rough and iterate, learning as you go. You can use the play room.
BodystormingGet active and brainstorm with your body.
Experience videosGrab an iPhone and start shooting. Cup your hand over the base for better audio. We have phone booths for voiceovers.
www.servicedesigntools.orgA great resource for additional tools or more information.
Now get out there and get your Jam on
Let’s break the ice a bit
And the theme is…
Shout out what the theme means to you.
• With your group (still not final group) generate some service areas to explore based on theme. For example, a service for addressing community elder care.
• The prompt: “What if we used ____ to address ____”
• Remember to think outside the… box?
• Select 2 ideas to share with the whole SF Jam.
Idea brainstormService categories
• Government • Community • Business to business • Sharing platforms • Rental • Transportation • Healthcare • Legal • Food services • Entertainment • Financial services
Share top exploration areas with Jam
Team selection
Overview of what’s needs to happen before heading home
• Get to know your team
• Create your focus statement
• Make a team page on the planet jam site
• Post your focus statement to your project page
Get to know your team• Find a work area. Marked with the jam jars.
• Exchange contact info
• As a team, each member states their reason for attending the jam, what they hope to get out of it, something they can offer the group, and something the group could help them with.
• Name your team
Focus statement
• What sector are you working in?
• What are you focusing on for the Jam? (for example: we want to explore improving the service experience for package delivery)
• We’re not looking for solutions. Just a direction to head in Saturday morning.
The Jam is on!Meet back up here at 8:45pm to share your focus statement.
Share your teams focus statement
Saturday
Sunday
Before you leave• Tomorrow your on your own for meals. Fit them into
your workflow.
• Bring tools • Camera • Legos or simular • Notebook • Laptop
• Bring a random toy or prop for you and other jammers to use.
• Doors open at 9am. Coffee and snacks will be provided