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Service Design Thinking

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Einführung in das Thema Service Design Thinking bei bwcon Südwest in Freiburg

Veröffentlicht in: Business
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Service Design Thinking

  1. 1. DIGITALE KONZEPTE MIT MEHR WERT. Service Design Thinking bwcon, 18. März 2014 @katrinmathis
  2. 2. Service Design Thinking, März 2014 Firmen, die behaupten, ein überdurchschnittliches Angebot zu bieten 80% Quelle: Bain & Company, 2005
  3. 3. Service Design Thinking, März 2014 Kunden, die dem zustimmen8% 80% Firmen, die behaupten, ein überdurchschnittliches Angebot zu bieten Quelle: Bain & Company, 2005
  4. 4. Service Design Thinking, März 2014 Beraterin und Konzepterin für digitale Medien in Freiburg 9 Jahre Erfahrung mit internationalen Kunden BSc. in OnlineMedien an der Hochschule Furtwangen Aktuell berufsbegleitendes MBA-Studium in Service Innovation and Design in Finnland Katrin Mathis
  5. 5. Service Design Thinking, März 2014Bild: CC BY-SA von Aero Icarus
  6. 6. Service Design Thinking, März 2014
  7. 7. Service Design Thinking, März 2014
  8. 8. Service Design Thinking, März 2014Bild: CC BY-SA von fbausch.de
  9. 9. Service Design Thinking, März 2014
  10. 10. Service Design Thinking, März 2014 Bahnfahrt Check-In Security Gate Flug Gepäckband Bus L J K J K KJ
  11. 11. Service Design Thinking, März 2014Bild: CC BY-SA von David Martyn Hunt
  12. 12. Service Design Thinking, März 2014
  13. 13. Service Design Thinking, März 2014 Eingangs- logistik Produk- tion Ausgangs -logistik Marketing & Vertrieb Kunden- service Icons: CC BY-SA von Marc Stickdorn & Jakob Schneider Güter-dominante Logik Service-dominante Logik Value-in-exchange € Value-in-use €
  14. 14. Service Design Thinking, März 2014 „Service Design nutzt Design Methoden, um Dienstleistungen ganzheitlich über die Zeit und verschiedene Touchpoints hinweg strategisch zu planen und zu verbessern“ Service Design nutzt Design Methoden, um Dienstleistungen ganzheitlich über die Zeit und verschiedene Touchpoints hinweg strategisch zu planen und zu verbessern.
  15. 15. Service Design Thinking, März 2014 Human-Centered Design Mensch Technologie Business
  16. 16. Service Design Thinking, März 2014
  17. 17. Service Design Thinking, März 2014Bild: © Pixelot - Fotolia.com
  18. 18. Service Design Thinking, März 2014 Service Design Prozess Discover DeliverDefine Develop
  19. 19. Service Design Thinking, März 2014 Lean Startup
  20. 20. Service Design Thinking, März 2014Bild: CC von studio7lu
  21. 21. Service Design Thinking, März 2014 Persona
  22. 22. Service Design Thinking, März 2014 Customer Journey Map
  23. 23. Service Design Thinking, März 2014 Customer Journey Map Werbung Buchung Pre-Service Service Post-Serv. Das Essen sieht aber in der Werbung besser aus J J J Bahnfahrt Check-In Security Gate Flug Gepäckband Bus Facebook Icons: CC BY-SA von Marc Stickdorn & Jakob Schneider, Daniel Bruce K KKK L J K
  24. 24. Service Design Thinking, März 2014 Stakeholder Map
  25. 25. Service Design Thinking, März 2014 Stakeholder Map Kunde Lufthansa Taxi Deutsche Bahn Fraport Siemens Kaffee- lieferant Finavia HSL
  26. 26. Service Design Thinking, März 2014 Stakeholder Map Kunde Lufthansa Taxi Deutsche Bahn FraportFraport Siemens Kaffee- lieferant Finavia HSL Security Geschäfte Angestellte Aktionäre Reinigung HR
  27. 27. Service Design Thinking, März 2014 Desktop Walkthrough
  28. 28. Service Design Thinking, März 2014 Service Blueprint Sichtbarkeitslinie Linie der internen Interaktion Interaktionslinie Support Prozesse Backstage Interaktionen Frontstage Interaktionen Nutzer Aktionen Physikalischer Beweis
  29. 29. Service Design Thinking, März 2014 T-Shaped Skills T Breitenwissen Tiefenwissen
  30. 30. Service Design Thinking, März 2014 Service Design Prozess Bedarf und Erwartungen kennen Services nach kundenorientierten Standards konzipieren Ausführung der Dienstleistungen ExterneKommunikation
  31. 31. Service Design Thinking, März 2014 Werbung Buchung Pre-Service Service Bahnfahrt Check-In Security Gate Flug Gepäckband Bus Erwartungen Erfahrung Zufriedenheit Post-Serv. Facebook
  32. 32. Service Design Thinking, März 2014 Werbung Buchung Bahnfahrt Check-In Security Gate Flug Gepäckband Bus Pre-Service Service Post-Serv. Pre-Service Facebook 95% haben schon einmal wegen schlechter Erfahrungen Maßnahmen ergriffen. Nur 24% kontaktieren das Unternehmen. Quelle: Zendesk, 2011
  33. 33. Service Design Thinking, März 2014 Service Recovery J K J L J
  34. 34. Service Design Thinking, März 2014 Wer bietet Service Design an? Bild: © roostler - Fotolia.com
  35. 35. Service Design Thinking, März 2014 Wer investiert in Service Design?
  36. 36. Service Design Thinking, März 2014 GE Healthcare Adventure Series Foto: GEHealthcare Pressebild
  37. 37. Service Design Thinking, März 2014Bild: © corepics - Fotolia.com
  38. 38. Service Design Thinking, März 2014Foto: Yello Strom Pressebild
  39. 39. Service Design Thinking, März 2014
  40. 40. Service Design Thinking, März 2014
  41. 41. Service Design Thinking, März 2014 Desktop Widget LaBoks
  42. 42. Service Design Thinking, März 2014 Ausgangssituation Positiv Neutral Negativ Kunde Wettbewerber 1 Wettbewerber 2
  43. 43. Service Design Thinking, März 2014
  44. 44. Service Design Thinking, März 2014 Global Service Jam Unterschiedliche Menschen + gemeinsames Thema + unmögliche Deadlines
  45. 45. Service Design Thinking, März 2014 Was bringt Service Design Alleinstellungsmerkmal Zufriedenere Kunden Zufriedenere Mitarbeiter Bessere Geschäftsergebnisse Quelle: Zendesk, 2011 Mundpropaganda Loyalität Kostenersparnis Mehr Umsatz
  46. 46. Service Design Thinking, März 2014 $20für Werbung $1 für Service-Verbesserungen Quelle: Adaptive Path, 2012
  47. 47. Service Design Thinking, März 2014Bild: © skatzenberger - Fotolia.com
  48. 48. Katrin Mathis Gerberau 2 D-79098 Freiburg T +49 761 42 99 09 82 info@katrin-mathis.de www.katrin-mathis.de

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