3. „It is not the tram that makes
transportation a successful
experience. It is the schedule.“
Lucius Burckhardt. Design is invisible.
INDEED
4. THE ECONOMIC EVOLUTION
PRODUCTS SOLUTIONS
OUTPUT OUTCOME
TRANSACTION RELATION
SUPPLIERS NETWORKS
PROF. DR. ANDY NEELY, CAMBRIDGE SERVICE ALLIENCE
5. Service Design choreographs
processes, technologies and
interactions within complex systems in
order to co-create value for relevant
stakeholders.
Prof. Birgit Mager, 2010
12. Interdisciplinary teams
Frame and Reframe
Zoom in and Zoom out
Think in processes
ITS ABOUT PEOPLE: take the Deep Dive
Co-create
Visualize & Prototype
Iterate
SERVICE DESIGN
13. THE SERVICE DESIGN EVOLUTION
PLAYFUL FRAMING
USER FOCUS
METHODS
EXTERNAL SUPPORT
CONCEPTS
STRATEGIC FOCUS
SYSTEM VIEW
MINDSET
INTERNAL CAPACITY
IMPLEMENTATION