1. World Trends
Service Design
Stefan Moritz – Warsaw 2011
Warsaw, 14 December 2011

2. Six developments shaping our world
1. Emerging markets 2. Clean-tech 3. Global banking
increase their becomes a seeks recovery
2
global power competitive through
advantage transformation
4. Governments 5. Rapid technology 6. Demographic
Stefan Moritz – Warsaw 2011
enhance ties with innovation creates shifts transform
the private sector a smart, mobile the global
world workforce

3. 3
Stefan Moritz – Warsaw 2011
erent.
ations ago lif e was very diff
J ust two gener

4. 4
“Why can’t we
Stefan Moritz – Warsaw 2011
”
touch the TV?

5. “Technology is anything
that didn’t exist
before you were born.”
ALAN KAY
Stefan Moritz – Warsaw 2011

6. Change
The world is more complex and 6
connected than ever before.
Stefan Moritz – Warsaw 2011

7. Change drivers
Networks Choice Expectations 7
Stefan Moritz – Warsaw 2011
Access Alternatives Transparency

8. Some newcomers
8
Stefan Moritz – Warsaw 2011

9. 9
Stefan Moritz – Warsaw 2011

10. Stefan Moritz – Warsaw 2011

11. Stefan Moritz – Warsaw 2011

12. Start-up services
11
Stefan Moritz – Warsaw 2011

13. Start-ups – as inspiration
12
Stefan Moritz – Warsaw 2011

14. Start-ups – as tools
13
Stefan Moritz – Warsaw 2011

15. A world of
opportunity.
Stefan Moritz – Warsaw 2011

16. How do successful
organisations
embrace this?
Stefan Moritz – Warsaw 2011

17. Customer obsession
“Empowered customers are disrupting every industry; competitive barriers like
manufacturing strength, distribution power, and information mastery can’t
save you. In this age of the customer, the
only sustainable 16
competitive advantage is knowledge of and
engagement with customers. The successful companies will
be customer-obsessed. Those that master the customer data flow and
Stefan Moritz – Warsaw 2011
improve frontline customer staff will have the edge.”
Forrester report, Competitive Strategy in the Age of the Customer

18. Customer obsession
“The successful companies 17
will be customer-obsessed.”
Stefan Moritz – Warsaw 2011
Forrester report, Competitive Strategy in the Age of the Customer

19. Starting points
18
Innovation Value creation Collaboration
Stefan Moritz – Warsaw 2011

20. Five world trends as catalyst
1. 2. 3. 19
Useful Free Social
4. 5.
Stefan Moritz – Warsaw 2011
Local Personal

21. 1. Useful
20
Simplicity Care Help
Stefan Moritz – Warsaw 2011
e.g. Paypal e.g. Zappos e.g. Tesco

22. http://www.tesco.ie/press/images/high/Tesco%20basket.JPG
1. Useful – Help
TESCO
21
Stefan Moritz – Warsaw 2011

23. 2. Free
22
Convenience
Freemium Trial
Lock-in
Stefan Moritz – Warsaw 2011
e.g. Gmail e.g. Dropbox e.g. Monty Python

24. 2. Free – Freemium
23
Stefan Moritz – Warsaw 2011

25. 3. Social
24
Feedback Connect Reputation
Stefan Moritz – Warsaw 2011
e.g. Starbucks e.g. Patients like me e.g. Twelpforce

26. 3. Social – Connect
25
Stefan Moritz – Warsaw 2011

27. 4. Local
26
Deliver Adapt Empower
Stefan Moritz – Warsaw 2011
e.g. Fresh Vegetables e.g. Ritz-Carlton e.g. NeighborGoods

28. http://img.timeinc.net/fortune/conferences/imeme/images/ritzcarlton_sanfrancisco.jpg
Scenography workbooks
4. Local – Adapt
THE RITZ-CARLTON HOTEL SAN FRANCISCO
27
Stefan Moritz – Warsaw 2011

29. 5. Personal
28
Open up Recommend Redesign
Stefan Moritz – Warsaw 2011
e.g. Insurance boutique e.g. Amazon e.g. Bank experience

30. 5. Personal – bank experience
29
29
Stefan Moritz – Warsaw 2011

31. Two more inspirations
SUBSCIRPTION SERVICES POP-UP SERVICES
Birchbox Cornish Grill Pop- 30
$10 monthly up 3 Course
beauty Sunday Roast
subscription with James
Knappett in
Farringdon
Stefan Moritz – Warsaw 2011
Lollihop Coca Cola Pop-up
Monthly taste Soda Bar in
box of healthy Selfridges for six
snacks, curated weeks
for your lifestyle

32. “Not everything that is
desirable is feasible.” 31
Thomas J. Sargent
“Not everything that is
Stefan Moritz – Warsaw 2011
feasible is desirable.”

33. Thank you!
32
Stefan Moritz – Warsaw 2011
st_moritz stefan@plusMoritz.com