Read the full article at: http://www.31v.nl/2009/10/what-does-a-service-designer-do/

1. the life of a service designer
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2. aq
ab ui
ou ck
t 3 wo
1V rd
olt
s
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3. wh
at
wed
o
help organizations to
design and implement
better services
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4. sta serv
rts ice
wi de
th sig
pe n
op
le
business
people technology

5. What does a
service designer do?
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6. we design the process
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7. am
an b
d i itio
m n,
pl st
em ra
en teg
tat y
ion

8. so
ne me
ed tim
to e
go s y
lar ou
ge
!

9. we take you into the world
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10. be
pa in
rt g
of the
th re
e r is
es
ul
t

11. fro
to m i
pe nsi
rso gh
na ts
’s

12. we develop tools
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13. fin
rig d
ht ing
qu th
es e
tio
n

14. us dig
ing gi
cu ng d
ltu ee
ra pe
lp r
ro
be
s

15. we bring insights
and concepts to life
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16. in th
ac et
us ou
to ch
m po
er in
jou t
rn
ey

17. in the
a s nu
Service Blueprint van bezoek aan afdeling e!oscopie er ts
vic &
e b bo
FYSIEKE Entree, Hal Hal, Kleed- Kleed- Gang E"o Scanner E"o Kleed- Gang,lu ltsEigen
OMGEVING Balie gang kamer kamer Kamer Kamer kamer Hal
ep omgeving
ACTIES
melden, met
uit-
naar
onder- s"oon-
naar
naar
rin
huisarts
PATIENT
sti!er wa"ten
afgeven
verple-
ger mee
kleden
wa"ten e"o-
kamer
wa"ten
zoek maken
kleed-
kamer
huis t
bellen
Interactiegrens
oproep, wijzen, s"oon-
? ? ?
DIRECTE welkom onder- inli"ten
CONTACT- wegwijs arts maken,
intake zoeken uitkomst
PERSONEN maken halen afs"eid
Grens zi!tbaarheid
PERSONEN verple- andere andere dossier dossier huisarts
BACKSTAGE ger patient- patient- opvra- aanvul- inli"ten
bellen en zien en zien gen len
Grens interne interactie
ONDER-
STEUNENDE sti!er data patient- e"o patient-
PROCESSEN code syteem dossier ma"ine dossier

18. we help people co-design

19. de st
sig ar
ne tin
rs g w
wa it
rm h a
ing
-u
p

20. co
th -d
e r es
itg ign
ht in
co g in
nt
ex
t

21. we prototype ideas
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22. ro pro
lep to
lay typ
an ing
d s us
to ing
ry
tel
lin

23. ra
& pi
int d-
er pro
fac to
e s typ
ke in
tch g
ing

24. re
cap
• design the process
• take you into the world
• develop tools
• bring insights and concepts to life
• help people co-design
• prototype ideas
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25. what’s the result?
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26. se
r v eg
ice . n
-s ew
ce
na
rio
’s

27. what’s the gain?
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28. ha
pp
ier
cu
sto
m
er
s
services that fit better
into people’s lifes
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29. re
m
se ark
rv ab
ice le
s
value for the
service provider
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30. Thanks!
marc@31v.nl
@marcfonteijn
+ 31 648 37 29 04