What does it take to create an outstanding event experience? In times of TED, SlideShare & Co when high-quality input is available to everyone – what value has a live event bring to offer? Guest speaker Claudia Brückner is an event experience designer. In her input talk she discussed the changing role of live events. How can they facilitate meaningful interactions? And enable people to communicate with each other? This summer edition of Service Design Drinks was hosted at Aperto. The digital communication firm opened their courtyard in Mitte, invited to chilled drinks and vivid conversations.

1. Service
Design
Drinks
Event
Experience
Design
A P E R TO / J U N E 2 5 , 2 0 1 4

2. Katharina-Paulus-Str.
Claudia Brückner
@clastronautin
Event Experience Designer.
Event Concepts. Event Management.
Innovation Facilitator. Design Thinking Coach.

3. Katharina-Paulus-Str.
Why are you going to
Conferences?

4. Katharina-Paulus-Str.
Learning. Inspiration. Networking. Exchange.
Experience the Topic.
Why are you going to
Conferences?

5. Katharina-Paulus-Str.
And what do you
get?

6. Photo: Rob Hyndman
this.

7. Katharina-Paulus-Str.
Why this gap?

8. 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

9. Katharina-Paulus-Str.
Status quo ConferencesStatus quo Conferences
most Conferences are as interactive,
inspiring & collaborative as
watching TV

10. Katharina-Paulus-Str.
Conferences
fail, because they
don't design
interactions.

11. Katharina-Paulus-Str.
Because Learning, Inspiration,
Networking, Exchange
& Experiencing the topic
are based on (human) interaction.
Why Interaction ?

12. Katharina-Paulus-Str.
Can we design human Interactions ?
no.
facilitate
(human) interactions at conferences
by designing Event Experiences

13. Katharina-Paulus-Str.
Designing event experiences that
facilitate (human) interactions.
Event Experience
Design

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. Katharina-Paulus-Str.
Event Experience
Design
Cases & Examples

21. Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T

22. Event Experience DesignSXSW Panel Picker
S PAC E

23. Event Experience DesignSXSW Panel Picker
S PAC E

24. 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

25. Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T

26. S PAC E
Next Berlin: Conference App

27. S PAC E
Next Berlin: Conference App

28. 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

29. Photo: Service Design Berlin
Service Experience Camp
S PAC E

30. Photo: Service Design Berlin
S PAC E

31. Photo: Service Design Berlin
S PAC E

32. 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

33. Katharina-Paulus-Str.
Event Experience Design
P R E - P O ST-E V E N T

34. CoThinkTank
Photo: tackle Service Design
AC T I V I T Y

35. Photo: tackle Service Design
AC T I V I T Y

36. Photo: tackle Service Design
AC T I V I T Y

37. Sketch: tackle Service Design
AC T I V I T Y

38. 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

39. Katharina-Paulus-Str.
Other Tools

40. Katharina-Paulus-Str.
Host/
Organiser
Speaker
Sponsor
Attendee
Attendee
Other Tools: Stakeholder Map

41. 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

42. Katharina-Paulus-Str.
Other Tools: Desktop Walkthrough
Photo: big-design.org

43. Video: raumlabor berlin
Other Tools: Co-Creation

44. Photo: Gregor Fischer | re:publica 2012
Other Tools: Co-Creation

45. Photo: Gregor Fischer | re:publica 2012
Other Tools: Co-Creation

46. Katharina-Paulus-Str.
Event Experience Design
Learning, Exchange & Networking
don’t just happen automatically.
Interactions need to be facilitated.
Use your tools, Service Designer!

47. Katharina-Paulus-Str.
Exercise
Note event experiences
or create ideas that
facilitate interactions
between participants.

48. 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:

49. Service Experience Camp
www.serviceexperiencecamp.de • 13 - 14 Sept 2014, Berlin

50. See you at
the next event
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin
claudiabrueckner.de
@clastronautin