This document discusses ways to make service design more engaging through creativity. It recommends three principles: 1) Make it human by designing technology that approaches people empathetically rather than mechanically. 2) Make it a story by framing necessary tasks as narratives that people want to engage with. 3) Make it count by tracking user activities and gamifying life experiences. The document provides examples for how these principles could be applied, such as creating character-based stories to motivate tooth brushing or designing mobile apps that turn daily tasks into games.
22. “Service Design is an emerging field focused on the creation of well thought
through experiences using a combination of intangible and tangible
mediums. It provides numerous benefits to the end user experience when
applied to sectors such as retail, banking, transportation, & healthcare.
Service design as a practice generally results in the design of systems and
processes aimed at providing a holistic service to the user.This cross-
disciplinary practice combines numerous skills in design, management and
process engineering. Services have existed and have been organised in
various forms since time immemorial. However, consciously designed
services that incorporate new business models are empathetic to user needs
and attempt to create new socio-economic value in society. Service design is
essential in an knowledge driven economy.”
Mark Stickdorn
23. “Service Design is an emerging field focused on the creation of well thought
through experiences using a combination of intangible and tangible
mediums. It provides numerous benefits to the end user experience when
applied to sectors such as retail, banking, transportation, & healthcare.
Service design as a practice generally results in the design of systems and
processes aimed at providing a holistic service to the user.This cross-
disciplinary practice combines numerous skills in design, management and
process engineering. Services have existed and have been organised in
various forms since time immemorial. However, consciously designed
services that incorporate new business models are empathetic to user needs
and attempt to create new socio-economic value in society. Service design is
essential in an knowledge driven economy.”
Mark Stickdorn
24. When you have two coffee shops next to each other
that sell the same product at the same price,
service design is the reason why you walk into one and not the other.
Marc Fonteijn
38. “You don’t want a machine that’s always telling you
the answer. You want one that approaches you like,
‘Let’s solve this together’”.
Spike Jonze, about ‘Her’
43. 31. Choice of Law
The State of Georgia’s laws, except for conflict of laws rules, will apply to any dispute related to these Terms
or the Service. Any dispute related to the Terms, the Privacy Policy, or the Service itself will be decided by
the state and federal courts in Fulton County, Georgia, and each party will be subject to the jurisdiction of
those courts.
32. Force Majeure
We won’t be held liable for any delays or failure in performance of any part of the Service, from any cause
beyond our control. This includes, but is not limited to, acts of God, changes to law or regulations,
embargoes, war, terrorist acts, riots, fires, earthquakes, nuclear accidents, zombie apocalypse, floods,
strikes, power blackouts, volcanic action, unusually severe weather conditions, and acts of hackers or third-
party internet service providers.
33. Survivability
Even if this Agreement is terminated, the following sections will continue to apply: Proprietary Rights
Owned by Us, Proprietary Rights Owned by You, Compliance with Laws, Limitation of Liability, No Warranties,
Indemnity, Choice of Law, Severability, and Entire Agreement.
34. Severability
If it turns out that a section of this Agreement isn’t enforceable, then that section will be removed or edited
as little as necessary, and the rest of the Terms will still be valid.
44.
45. Find true human relevance
Don’t talk like a machine
Be thoughtful in every little detail
1. Make it human
60. PETE THE PIRATE
AND HIS ONE WOODEN TOOTH
RAMONE THE RUSTY RAPPER
AND HIS RUSTY GRILL
SHAWN THE TOOTHLESS SHARK
AND HIS GUMMY SMILE
TAYLOR
THE TOOTHLESS TOOTH FAIRY
ROSIE THE RABBIT
AND HER YELLOW BUCK TEETH
VICKY
THE ONE FANG VAMPIRE