Diese Präsentation wurde erfolgreich gemeldet.
Die SlideShare-Präsentation wird heruntergeladen. ×

Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a service design start-up

Anzeige
Anzeige
Anzeige
Anzeige
Anzeige
Anzeige
Anzeige
Anzeige
Anzeige
Anzeige
Wird geladen in …3
×

Hier ansehen

1 von 31 Anzeige

Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a service design start-up

Herunterladen, um offline zu lesen

This is the talk Marc and Jakob gave at the #sdgc15 – Service Design Global Conference in New York, 03 October 2015.

By popular demand: That "Base your customer journey on f***ing research" stickers are avaliable at http://mrthinkr.com/

This is the talk Marc and Jakob gave at the #sdgc15 – Service Design Global Conference in New York, 03 October 2015.

By popular demand: That "Base your customer journey on f***ing research" stickers are avaliable at http://mrthinkr.com/

Anzeige
Anzeige

Weitere Verwandte Inhalte

Ähnlich wie Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a service design start-up (20)

Anzeige

Aktuellste (20)

Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a service design start-up

  1. 1. Marc Stickdorn | ExperienceFellow | @MrStickdorn Jakob Schneider | ExperienceFellow | @jakoblies Mobile Ethnography ExperienceFellow: a service design start-up October 3rd, New York City
  2. 2. 78.4 % ARE SATISFIED WITH YOUR PRODUCT. YEAH, NUMBERS. NOW WHAT? Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  3. 3. Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  4. 4. ASSUMPTION BASED RESEARCH BASED Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  5. 5. BASE YOUR CUSTOMER JOURNEY ON F***ING RESEARCH!Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  6. 6. QUALITATIVE   QUANTITATIVE   Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  7. 7. Big Data Customer segmentation A/B testing Heatmaps Conversion analysis Surveys Tracking … AND MANY MORE QUALITATIVE   QUANTITATIVE   … AND MANY MORE Contextual interviews Participant observation Non-participant observation Self-documentation WorkalongCultural probes Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  8. 8. Big Data Customer segmentation A/B testing Heatmaps Conversion analysis Surveys Tracking QUALITATIVE   QUANTITATIVE   Contextual interviews Participant observation Non-participant observation Self-documentation WorkalongCultural probes Mobile EthnographyWELCOME THE NEW CREW MEMBER since 2008 Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  9. 9. SELF-CONDUCTED DESIGN RESARCH Mobile Ethnography Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  10. 10. Free smartphone app for participants Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  11. 11. Real-time Visualization as journey map Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  12. 12. Advanced filtering techniques Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  13. 13. Advanced filtering techniques Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  14. 14. Location-based visualization with clustering Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  15. 15. Location-based visualization with clustering Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  16. 16. High-resolution PDF export for large format prints Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  17. 17. www.experiencefellow.com DISCOUNT VOUCHER 150 EURO VALUE CODE SDGC2015 VALID UNTIL 31 December 2015 Just sign up on our website and use this code. Vouchers can only be used once. Please see our website for terms and conditions. JOHN, IT IS UN-BE-LIE-VABLE! IF YOU CALL RIGHT NOW, YOU GET THIS VOUCHER FOR FREE! COMMERCIAL PRESENTATION MODE ON COMMERCIAL PRESENTATION MODE OFF Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  18. 18. SERVICE DESIGN START-UPS Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  19. 19. LEAN UX LEAN STARTUP DESIGN THINKING SERVICE DESIGN AGILE DEVELOPMENT … AND MANY MORE Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  20. 20. ITERATIVE PROCESSLEANUX LEANSTARTUP DESIGNTHINKING SERVICEDESIGN AGILEDEVELOPMENT IT’S ALL ABOUT THE Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  21. 21. VISUALIZE CUSTOMER EXPERIENCE RESEARCH CUSTOMER EXPERIENCE Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  22. 22. WE USE SERVICE DESIGN TO BUILD SERVICE DESIGN TOOLS Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  23. 23. WE USE SERVICE DESIGN TO BUILD SERVICE DESIGN TOOLS SINCE 2008, OH YEAH. Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  24. 24. AND THIS WORKS AWESEOME!SOMETIMES. Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  25. 25. PRACTICING SERVICE DESIGN HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  26. 26. PRACTICING SERVICE DESIGN HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP #WIN#FAIL Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  27. 27. PRACTICING SERVICE DESIGN Development 12 hours Testing 20 hours Discussion 26 hours Insights 04 Iterations 02 Development 20 mins Testing 20 mins Discussion 02 hours Insights 31 Iterations 27 HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  28. 28. Photo Credit: Shutterstock / CTR Photos WISELY THE FORCE YOU MUST USE. PRACTICING SERVICE DESIGN Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  29. 29. Troll face from Whynne via Reddit Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  30. 30. #TROLL IF WE ALL KNOW HOW TO DESIGN KICK-ASS SERVICES … WHY DON’T WE SEE MORE START-UPS EVOLVING FROM THE SERVICE DESIGN COMMUNITY? Troll face from Whynne via Reddit Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn
  31. 31. Marc Stickdorn Jakob Schneider @MrStickdorn @jakobliesTHANK YOU! OUT 2016 Marc Stickdorn Markus Edgar Hormeß Adam Lawrence Jakob Schneider Marc Stickdorn Markus Edgar Hormeß Adam Lawrence Jakob Schneider Mobile Ethnography @jakobliesExperienceFellow:a service design start-up @MrStickdorn

×