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Service
Design
Drinks
Event
Experience
Design
A P E R TO / J U N E 2 5 , 2 0 1 4
Katharina-Paulus-Str.
Claudia Brückner
@clastronautin
Event Experience Designer.
Event Concepts. Event Management.
Innovation Facilitator. Design Thinking Coach.
Katharina-Paulus-Str.
Why are you going to
Conferences?
Katharina-Paulus-Str.
Learning. Inspiration. Networking. Exchange.
Experience the Topic.
Why are you going to
Conferences?
Katharina-Paulus-Str.
And what do you
get?
Photo: Rob Hyndman
this.
Katharina-Paulus-Str.
Why this gap?
Katharina-Paulus-Str.
21Century Conference Participants
speaker has no exclusive
knowledge anymore
access to knowledge
& resources
N E W R O L E O F T H E EX P E R TN E W R O L E O F T H E AU D I E N C E
tools for collaboration
& co-creation
Katharina-Paulus-Str.
Status quo ConferencesStatus quo Conferences
most Conferences are as interactive,
inspiring & collaborative as
watching TV
Katharina-Paulus-Str.
Conferences
fail, because they
don't design
interactions.
Katharina-Paulus-Str.
Because Learning, Inspiration,
Networking, Exchange
& Experiencing the topic
are based on (human) interaction.
Why Interaction ?
Katharina-Paulus-Str.
Can we design human Interactions ?
no.
facilitate
(human) interactions at conferences
by designing Event Experiences
Katharina-Paulus-Str.
Designing event experiences that
facilitate (human) interactions.
Event Experience
Design
Katharina-Paulus-Str.
What has this to do
with Service Design?
How to …design event experiences that
facilitate (human) interactions?
Design Touchpoints
& the journey between them
Katharina-Paulus-Str.
Touchpoints: Activity & Space
O N L I N E & O F F L I N E
online & offline activities & spaces
activities that
facilitate interaction
between
participants
spaces that facilitate
interaction between
participants
AC T I V I T Y S PAC E
Katharina-Paulus-Str.
beyond the event
Touchpoints & the journey between them
P R E - , E V E N T, P O ST-
online or offline activities &
space:
before, at & after the event
online & offline
activities that
facilitate interaction
between
participants
online & offline space
that facilitates
interaction between
participants
AC T I V I T Y S PAC E
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Event Experiene Design
Networking & Exchange
Learning & Inspiration
Experience Topic
AC T I V I T Y
S PAC E
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Event Experiene Design
Networking & Exchange
Learning & Inspiration
Experience Topic
AC T I V I T Y
S PAC E
now
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Event Experiene Design
Networking & Exchange
Learning & Inspiration
Experience Topic
AC T I V I T Y
S PAC E
possible
Katharina-Paulus-Str.
Event Experience
Design
Cases & Examples
Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T
Event Experience DesignSXSW Panel Picker
S PAC E
Event Experience DesignSXSW Panel Picker
S PAC E
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Networking & Exchange
Learning & Inspiration
AC T I V I T Y
S PAC E
SXSW Panel Picker
Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T
S PAC E
Next Berlin: Conference App
S PAC E
Next Berlin: Conference App
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
AC T I V I T Y
S PAC E
Next Berlin: Conference App
Networking & Exchange
Learning & Inspiration
Photo: Service Design Berlin
Service Experience Camp
S PAC E
Photo: Service Design Berlin
S PAC E
Photo: Service Design Berlin
S PAC E
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
Service Experience Camp
AC T I V I T Y
S PAC E
Networking & Exchange
Experience Topic
Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T
CoThinkTank
Photo: tackle Service Design
AC T I V I T Y
Photo: tackle Service Design
AC T I V I T Y
Photo: tackle Service Design
AC T I V I T Y
Sketch: tackle Service Design
AC T I V I T Y
Katharina-Paulus-Str.
P R E - P O ST-E V E N T
AC T I V I T Y
S PAC E
Networking & Exchange
Experience Topic
CoThinkTank
Katharina-Paulus-Str.
Other Tools
Katharina-Paulus-Str.
Host/
Organiser
Speaker
Sponsor
Attendee
Attendee
Other Tools: Stakeholder Map
Katharina-Paulus-Str.
Other Tools: Blueprint
Icons: Olyn LeRoy, Dmitry Baranovskiy / The Noun Project
Customer Actions
Onstage / Visible Contact Employee Actions
Backstage/Invisible Contact Employee Actions
Support Processes
Physical Evidence
L I N E O F V I S I B I L I T Y
L I N E O F I N T E R AC T I O N
I N T E R N A L I N T E R AC T I O N
Katharina-Paulus-Str.
Other Tools: Desktop Walkthrough
Photo: big-design.org
Video: raumlabor berlin
Other Tools: Co-Creation
Photo: Gregor Fischer | re:publica 2012
Other Tools: Co-Creation
Photo: Gregor Fischer | re:publica 2012
Other Tools: Co-Creation
Katharina-Paulus-Str.
Event Experience Design
Learning, Exchange & Networking
don’t just happen automatically.
Interactions need to be facilitated.
Use your tools, Service Designer!
Katharina-Paulus-Str.
Exercise
Note event experiences
or create ideas that
facilitate interactions
between participants.
Katharina-Paulus-Str.
Event experience cases & ideas — #
Note event experiences or create ideas that facilitate
interactions between participants.
name of event:
description:
addressed need:
type: Activity Space
Pre-
Physical Virtual
Post-Eventphase:
medium:
sketch:
Service Experience Camp
www.serviceexperiencecamp.de • 13 - 14 Sept 2014, Berlin
See you at
the next event
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin
claudiabrueckner.de
@clastronautin

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Event Experience Design / Service Design Drinks Berlin