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singapore master class
- 1. Experience is the product
- 4. Bristol | population 450,000 | 193km from London o
- 8. “You press the button, we do the rest”
- 16. ……more later 60% of Apple’s income from services … not hardware
- 17. 1 What is driving these changes?
- 18. Pine and Glimore ‘ Welcome to the experience economy” 1998
- 19. birthday cake the agrarian economy…
- 20. birthday cake the industrial economy….
- 25. 25% manufacturing sector 75% service sector GDP in Britain today
- 26. 2 What is driving these changes?
- 29. …… .. made in China
- 30. 400 programs in China alone right now, with an estimated 10,000 designers graduating every year.
- 32. …… designed in China
- 33. How are British design consultancies responding?
- 37. products product systems and services… How are design consultancies responding? DESIGN
- 43. Experience
- 44. Experience
- 45. Product + Communication + Service = Experience Pine & Gilmore (again) * *
- 46. Product + Communication + Service = Experience Pine & Gilmore (again) * * BRAND
- 47. Service If the film The Graduate were remade today, the word of career advice whispered in Dustin Hoffman's ear might well be "services" instead of "plastics” . Paul Horn senior vice-president of IBM Research
- 48. Service design
- 50. What can designers bring to this field?
- 51. “designers… you’re empaths … that’s what you do!” Richard Seymour seymourpowelldesign
- 52. A designer is like a good dinner party host, they provide their guests what they expect… plus a little bit more! Charles Eames
- 53. 1. user focus
- 54. user focused?
- 55. user focus fussy front end design thinking participatory observation passive observation co-design open ended interviews focus groups
- 59. People are messy
- 62. opportunity
- 63. 2. Story telling
- 64. engaging?
- 65. Design in four dimensions
- 67. storyboarding
- 68. an example.....
- 82. fundamentals of service design
- 83. Design in four dimensions fundamentals of service design
- 86. service blueprint fundamentals of service design
- 87. action action action action action fundamentals of service design
- 88. action action action action action actor touch point fundamentals of service design
- 89. fundamentals of service design service blueprint :customer journey through the service, including all touch-points and back-stage processes touchpoints : the physical manifestation of the service. Could be web- mobile phone- and PC interfaces, bills, retail shops, call centers and customer representatives actors/stakeholders : the customers/providers of the service
- 90. fundamentals of experience design first design the service blueprint to create the experience, then design the touchpoints to reinforce the experience
- 91. touchpoints
- 92. touchpoints: very loosely defined at this stage
- 95. Where does this take product designers?
- 100. thank you..... Experience is the product
- 101. Today’s workshop
- 102. action action action action action actor touch point Today’s workshop
- 103. service blueprint Today’s workshop
- 104. service blueprint Today’s workshop
- 105. service blueprint Today’s workshop part one: take 30 mins, go downstairs to grab a coffee or tea _map out the ‘service experience’
- 106. part two: thinking about the food service outlets here at Temasek Polytechnic redesign both the service blueprint and some of the touchpoints to reflect the following themes: EXPRESS REFLECTON TIME ME AND MY FRIENDS WORKING LUNCH Today’s workshop
Hinweis der Redaktion
- Experience is the product_ apologies to By Peter Merholz