fis service design workshop pmar_v01
DESCRIPTION
WorkshopInspiring Service Design WorkshopTRANSCRIPT
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Philippe Martens
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Compentence Center for
Product Development and
Industrial Design
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service designworkshop
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What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
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What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
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What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
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What is service design?
Why service design?
The customer journey
Designing a service and its touchpoints
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What is service design?
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What is design?
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Design is…
Giving form to things
A process
Changing behaviour
Answering complex, open ended questions
Solving practical problems
Creating desire
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Design is the process of making somethingBetter for someone
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Defining service design
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What are services?
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Services are intangible goods
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Services help someone to do something
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Helping to get your car back on the road.Helping to get your car back on the road.
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Helping passengers feel safe and in comfort.Helping passengers feel safe and in comfort.
Under cover Service Designers!!
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A DEFINITION
Service design is the process of improving experiences that happen across multiple touch points over time.
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Why service design?
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the service ecology
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The Customer Journey
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Customer Journey | The Touchpoints
Attract
Choose
Use
Support
Retain
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+
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Understanding the customer touchpoints
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Kinepolis experience flow
+
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search
bookenter
travel and park
queue
eat
watch
apres drink
find car
pay
tickets
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Exercise:Mapping your experience
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Your customer experience journeyUsing the sheet provided, map out the experience that your customers have as they engage with your service (or product). Plot all of the touch points a customer comes into contact with.
Look at your touch points through the eyes of your customers. Are you delivering what you promise? Be objective in your assessment of whether each touch point does what it should.
Point out crucial “moments of truth”
Please take 15 minutes for this exercise.
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References:books
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ISBN 978-90-6369-256-8ISBN 978-90-6369-256-8
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ISBN 978-1422177808ISBN 978-1422177808
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ISBN 978-0-06-176608-4ISBN 978-0-06-176608-4
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ISBN 978-90-5856-314-9ISBN 978-90-5856-314-9
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References:websites
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servicedesigntools.orgservicedesigntools.org
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service-design-network.orgservice-design-network.org
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servicedesigning.orgservicedesigning.org
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Q&A
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Thank you
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@PhMartens