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Service Design               for intranets               Maish Nichani               PebbleRoad               Intranets201...
About me                      Founder and Principal of                               www.pebbleroad.com                   ...
Nature of business       “Intranets are changing       immensely at a pace       we’ve not seen before”       William Amur...
Changing times                      Society                      Market                      OrganisationTuesday, May 22, ...
Society       Stewart Brand       The clock of the long now                            http://longnow.org/about/Tuesday, M...
Market                                                                                       Expectation                  ...
Organisation                                                                     htt                                      ...
Workplace                                      Can staff have realtime                                      access to data...
Workplace                        DIGITAL WORKPLACE                                              Complicated               ...
Digital workplace                                   Document libraries                Data services                       ...
Tuesday, May 22, 12                             Mobile services                        Business intelligence              ...
“People dont want to          buy a quarter-inch drill,          they want a quarter-inch          hole.”          Theodor...
Digital workplace                             All together     DIGITAL WORKPLACE   =   As one                             ...
Digital workplace                      http://www.steptwo.com.au/papers/kmc_keysdw/index.htmlTuesday, May 22, 12          ...
How does one come up with                        such ideas consistently?Tuesday, May 22, 12                              ...
Response                                                       Service Design                           User experience de...
The proposition                        Think Service Design when                      designing the Digital WorkplaceTuesd...
What is                      Service Design (SD)?Tuesday, May 22, 12                          18
“A brand is a living entity—and it is enriched or     undermined cumulatively over time, the product of a                 ...
Evolving, adapting      Quality of the experience       “A brand is a living entity—and it is enriched or     undermined c...
“Service design is the application of               established process and skills to the               development of ser...
Elements of SDTuesday, May 22, 12                    22
Elements of SD              1       Focus on customer              2       Focus on service thinking              3       ...
1       Focus on customer                              Learn                        Do            Observe                 ...
1       Focus on customerTuesday, May 22, 12                       25
1         Focus on customer                      Personas                             http://webstyleguide.com/wsg3/2-univ...
2                      Focus on service                      thinking                       “A service is using your      ...
2                                                                      Focus on service                                   ...
 can
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                                                                                                                          ...
 someone
                                                                                                                          ...
 me?                I
 want
 a
 
              place
 to
 rest
              and
 catch
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              with
 friendsTuesday, May 22, 12                                                                                               ...
2                      Focus on service                      thinking                        Expectation                  ...
2                      Focus on service                      thinking                       IT systems    Physical        ...
2                      Focus on service                      thinking                                       I
 can
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The proposition Think Service Design Service Design for Intranets

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