SlideShare ist ein Scribd-Unternehmen logo
GRÜNDERSZENE - 2013

Service Design
Dienstleistungen
erfolgreich gestalten
und umsetzen
Olga Scupin &
Manuel Großmann,
Service Design Berlin
Was euch heute erwartet
• Vorstellungsrunde
• Einführung ins Thema Service Design
‣ Warum ist Service Design wichtig?
‣ Die Service Design Herangehensweise
‣ Nützliche Service Design Methoden

• Einführung & Übung wichtiger Tools
‣ Personas
‣ User Journeys
‣ Service Blueprint
Was ist Service
Design & warum ist
es wichtig?
Die Bedeutung von Dienstleistungen

69%
Dienstleistungen machen 69% der deutschen Wirtschaftsleistung aus

Quelle: Statistisches Bundesamt
Warum?

RELEVANZ

Alle 20 Stunden wird in Berlin
ein Start-Up gegründet.
Die Internetwirtschaft hat in
Berlin einen höheren
Leistungsanteil als die
Bauindustrie.
— IBB Berlin 2013
Was?

DEFINIT ION

“ A 'start-up' is a company that is confused about
what its product is,
who its customers are,
how to make money.”

— QUORA
Top-rated answer for ‘Start-Up’
What?

DEFINITION

“ A 'startup' is a company that is confused about
what its product is,

Value proposition

who its customers are,
User needs
how to make money.”

— QUORA
Top-rated answer for ‘Start-Up’

Business Model
What?

DEFINITION

“ As soon as it figures out all 3 things, it ceases to
be a startup and then becomes a real business.”

— QUORA
Top-rated answer for ‘Start-Up’
How can service design help?

User needs

• User Research
• Peronas

Value proposition • User Journeys
• Prototyping
Business model

• Business Model Canvas
• Service Blueprint
Veränderung

GESELLSCHAFT

WIRTSCHAFT

DESIGN

Service Design ist ein Resultat von sozialen,
kulturellen und wirtschaftlichen Veränderungen
Unterschiede zwischen...

PRODUKT

• Vorproduziertes,

fertiges Objekt
• Wird vom Endkunden
abgeholt

SERVICE

• geplante Aktivitäten
• Entsteht erst während der
Nutzung durch die
Interaktion
Zum Beispiel

PLATTENLADEN

• begrenzter Platz für Platten
• feste Öffnungszeiten
• ortsabhängig
• das Personal kennt die
Kundenwünsche

SPOTIFY

• nahezu unbegrenzter Speicherplatz
• immer erreichbar
• ortsunabhängig
• der Service speichert
Nutzerpräferenzen
Beispiele

Post

Kinderbetreuung
Banken

Hotels
*

Gebäudereinigung
Pizzalieferservice

Versicherungen

Öffentliche Verkehrsmittel
Was ist ein Service?

“[Everything] that you can’t drop on your foot,
ranging from hairdressing to websites.”
*

— MATTHEW BISHOP
The Economist

* – in ‘Essential Economics: An A to Z Guide’, 2004
Was bedeutet das für
GründerInnen?
Physische Produkte: Objekt

Images: Daimler AG
Dienstleistungen: System

Bezahlen

Starten

Kennenlernen

Öffnen
Fahren

Informieren
Finden
Bildrechte: Daimler AG

Anmelden
Service Design: Designprozess

Business
Design
Project
Management
Process
Engineering

User
Research
Concept
Design
“I consider Service Design to define how our
product really works. It‘s not just about [...]
features. 
It‘s about integration of features and behaviour
of those within a higher context [...].”

— MARTIN GUETHER
Spacedeck
Die Service Design
Herangehensweise
“Service Design is a practice to create useful,
usable, desirable, effective and distinctive
services. These are developed through an iterative,
user-centred and collaborative design process,
focusing on the end user experience and taking
multiple tangible and intangible touchpoints in
consideration. Service Design aims to create value
for both the business as well as the customer.”

Icons: Ugur Akdemir / The Noun Project
“Service Design is a practice to create useful,
usable, desirable, effective and distinctive
services. These are developed through an iterative,
user-centred and collaborative design process,
focusing on the end user experience and taking
multiple tangible and intangible touchpoints in
consideration. Service Design aims to create value
for both the business as well as the customer.”

Icons: Ugur Akdemir / The Noun Project
useful

Image: Inter IKEA Systems B.V.
usable

Image: Thomas Hawk / Flickr
desirable

Image: Maxene Huiyu / Flickr
effective

Image: Deutsche Post DHL
distinctive

Image: atmtx / Flickr
“Service Design is a practice to create useful,
usable, desirable, effective and distinctive
services. These are developed through an iterative,
user-centred and collaborative design process,
focusing on the end user experience and taking
multiple tangible and intangible touchpoints in
consideration. Service Design aims to create value
for both the business as well as the customer.”

Icons: Ugur Akdemir / The Noun Project
iterative
user-centred
collaborative
“Service Design is a practice to create useful,
usable, desirable, effective and distinctive
services. These are developed through an iterative,
user-centred and collaborative design process,
focusing on the end user experience and taking
multiple tangible and intangible touchpoints in
consideration. Service Design aims to create value
for both the business as well as the customer.”

Icons: Ugur Akdemir / The Noun Project
Tools und Methoden
User Research

Foto: Linda Hanses
Personas
Sketch flows
User Journey
Service Blueprint

Service Blueprint: Brandon Schauer / Adaptive Path
Business Model Canvas

Business Model Canvas: Alexander Osterwalder & Yves Pigneur
Elevator Pitch

For

a foodie & chef at home

TARGET
CUSTOMER

who has way too little time
SERVICE
NAME

Kochhaus

is a

CUSTOMER
NEED

supermarket

in Eberswalder Str. & Hauptstraße
that offers pre-compiled recipes

MARKET
CATEGORY
LOCATION
(STREET)

.

Unlike Kaisers, Perfetto or Proviant
the service offers all ingredients
in 1 single shop w/o need running thru the city .

ONE KEY
BENEFIT
COMPETITION
UNIQUE
DIFFERENTIATOR
Prototypen
Prototypen

Foto: Elias Barrasch
Prototypen
Lean Startup
Agile Development
Service Design
Personas
Was? Archetypische NutzerInnen

• Ziele, Motivationen & Verhalten
• Beinhaltet ein Bild oder Foto, Zitate & eine

Kurzbiografie
• Alter, Geschlecht, Beruf, Hobbys, Vorlieben
• authentische Person, die nicht auf Klischees
aufbaut
Warum? NutzerInnen im Fokus behalten

• hilft nutzerzentriert zu gestalten
• fiktive/r NutzerIn zum Testen und Validieren von
Ideen
• Schafft ein gemeinsames Verständnis im Team,
für wen das Produkt/der Service entwickelt
wird
Wie? Authentisch bleiben

• Klischees vermeiden
• keine Stock-Fotos verwenden
• vielschichtige Menschen abbilden
Beispiel

„I rely on the radio
to keep me in the loop“
Paul is an account executive from Leeds who commutes two-hours
by car to work in Manchester.
He likes listening to news on the radio, but does not actively seek it
out or make any real effort.
He uses the mobile internet a lot on his Android, both while at work
and out and about. But mostly it’s for News and Sport. He reads the
Financial Times, the Sun, Metro and the Evening Standard.

PAUL, 39

End Goals, Motivations, Needs

Attitudes towards technology
Complex / Overwhelming

LOW

HIGH

Entertainment

LOW

HIGH

Social Goals
Family Bonding

Enabling

Background Info

Lifestyle

Exciting

Topic Discovery

Being part of the gang

Alienating

Deep Knowledge

Being in the know

Context

Identity

Curiosity of the unknown

Escapism

Identify the unknown

— Photo: Nokia (2013)

LOW

HIGH
Beispiel
Beispiel

— Photo: Service Design Berlin
“The people using our service are the biggest
source of inspiration for our service. In this case,
in-depth conversations, open ears, and
open minds are the most important tools.”

— MIKE LAVIGNE
Clue
Übung
Erstellt eine Persona für euer Start-up
Übung
Findet Klischees und Inkonsistenzen in den
Personas eurer Partnerin oder eures Partners
User Journeys
Was? Nutzungsverhalten beschreiben

• Die Nutzung des Services über einen Zeitraum

hinweg beschreiben
• Die Interaktion mit dem Service aus Nutzersicht
betrachten
• In die Rolle der KundInnen schlüpfen
Warum? Serviceinteraktion verbessern

• Emotionale Highlights und Lowlights

bestimmen
• Abläufe im Detail verstehen
• Interaktionen und Erfahrungen planen
Wie? Visuell beschreiben

• Kernszenarien definieren
• Situationen und Screens visuell festhalten
• Einen Tag oder eine Woche der NutzerInnen mit
dem Service beschreiben
BEISPIEL ALS STORYBOARD
BEISPIEL ALS STORYBOARD

— Photo: Team „Silver Rangers“ at the Global Sustainability Jam
BEISPIEL ALS FOTOSTORY
BEISPIEL ALS ZYKLUS
BEISPIEL ALS SCREENFLOW
BEISPIEL
User Journey

Vivité / Thomas Manss & Company
“Definitely pen and lots of paper - and talking
to people. Thinking of the service in terms
of a journey that a real life human will go
through, etc. We aren't really formal, we just
grab bits and pieces as we go and use the ones
that work for us.”

— CONOR
Somewhere HQ
Übung
Skizziert eine User Journey der definierten
Persona für euren Service
Übung
Findet Schwachstellen und unrealistische
Annahmen in den User Journeys eurer
Partnerin oder eures Partners
Service Blueprint
Was? Komplexe Systeme abbilden

• visuelle Darstellung eines komplexen
Zusammenspiels einzelner Elemente

•Das ,Frontstage‘ Kundenerlebnis mit

dem ,Backstage‘ Geschäftsprozess in
Einklang bringen und planen

•Fokus auf NutzerInnen und Businessziele in
einem Tool
Was?

SCHWERPUNKTE

Frontstage
(seen by customer)

user / customer journey phase by phase, step by step

channels / touchpoints channel by channel,
touchpoint by touchpoint

LINE OF VISIBILITY

Backstage
(not seen by
customer but
necessary
to performance)
Icons: Juan Pablo Bravo, Jon Trillana / The Noun Project

backstage processes stakeholder by stakeholder,
action by action
Warum?
Verstehen, wie verschiedene Bestandteile
eines Services zusammen funktionieren
Neue Möglichkeiten (Business
Opportunities) sichtbar machen
Parallele Arbeitsabläufe koordinieren und
optimieren
Einheitliches Verständnis schaffen und
Barrieren zwischen Business-Units
beseitigen
Wann?

Einen bestehenden Service analysieren
Einen neuen Service kreieren
BEISPIEL VON ANDY POLAINE ET AL.
BEISPIEL VON SRISHTI RAO
BEISPIEL AUS EINEM WORKSHOP
Übung
Anhand eines Service-Beispiels erstellen wir
gemeinsam eine Service Blueprint
Take-aways
Fragen
bitte!
servicedesignberlin.de
@OScupin & @manuel_berlin
fb.com/servicedesignberlin
Learnings

Service Design hat eine hohe Relevanz
besonders für Start-Ups
Start-Ups können Service Design Tools in ihren
Arbeitsalltag integrieren
Start-Ups sollten pragmatisch mit den
Werkzeugen und Methoden umgehen um die für
sie zum jeweiligen Zeitpunkt relevanten gezielt
anzuwenden.
Icons: Olyn LeRoy, Dmitry Baranovskiy / The Noun Project

Weitere ähnliche Inhalte

Was ist angesagt?

Design Thinking explained
Design Thinking explainedDesign Thinking explained
Design Thinking explained
Twan van den Broek
 
Project Management Office Vol. 1 - One Page Gold Vol. 1
Project Management Office Vol. 1  - One Page Gold Vol. 1Project Management Office Vol. 1  - One Page Gold Vol. 1
Project Management Office Vol. 1 - One Page Gold Vol. 1
ken martin
 
LeanUX - Presentation slides
LeanUX - Presentation slidesLeanUX - Presentation slides
LeanUX - Presentation slides
Jose E. Rodriguez Huerta
 
Machine learning with Google machine learning APIs - Puppy or Muffin?
Machine learning with Google machine learning APIs - Puppy or Muffin?Machine learning with Google machine learning APIs - Puppy or Muffin?
Machine learning with Google machine learning APIs - Puppy or Muffin?
Bret McGowen - NYC Google Developer Advocate
 
¿Cuando estará listo? Métricas y forecasting con #kanban
¿Cuando estará listo? Métricas y forecasting con #kanban¿Cuando estará listo? Métricas y forecasting con #kanban
¿Cuando estará listo? Métricas y forecasting con #kanban
LeanSight Consulting
 
Project Management - Value Proposition
Project Management - Value PropositionProject Management - Value Proposition
Project Management - Value Proposition
Laura H. McAlister, PMP
 
100 Day Plan for Directing a PMO
100 Day Plan for Directing a PMO100 Day Plan for Directing a PMO
100 Day Plan for Directing a PMO
Jack Brown
 
PMO 101
PMO 101PMO 101
PMO 101
shailsood
 
Introduction to UX
Introduction to UXIntroduction to UX
Introduction to UX
Effective
 
Onderzoek digitalisering lesmateriaal HBO
Onderzoek digitalisering lesmateriaal HBOOnderzoek digitalisering lesmateriaal HBO
Onderzoek digitalisering lesmateriaal HBO
Piet van den Boer
 

Was ist angesagt? (10)

Design Thinking explained
Design Thinking explainedDesign Thinking explained
Design Thinking explained
 
Project Management Office Vol. 1 - One Page Gold Vol. 1
Project Management Office Vol. 1  - One Page Gold Vol. 1Project Management Office Vol. 1  - One Page Gold Vol. 1
Project Management Office Vol. 1 - One Page Gold Vol. 1
 
LeanUX - Presentation slides
LeanUX - Presentation slidesLeanUX - Presentation slides
LeanUX - Presentation slides
 
Machine learning with Google machine learning APIs - Puppy or Muffin?
Machine learning with Google machine learning APIs - Puppy or Muffin?Machine learning with Google machine learning APIs - Puppy or Muffin?
Machine learning with Google machine learning APIs - Puppy or Muffin?
 
¿Cuando estará listo? Métricas y forecasting con #kanban
¿Cuando estará listo? Métricas y forecasting con #kanban¿Cuando estará listo? Métricas y forecasting con #kanban
¿Cuando estará listo? Métricas y forecasting con #kanban
 
Project Management - Value Proposition
Project Management - Value PropositionProject Management - Value Proposition
Project Management - Value Proposition
 
100 Day Plan for Directing a PMO
100 Day Plan for Directing a PMO100 Day Plan for Directing a PMO
100 Day Plan for Directing a PMO
 
PMO 101
PMO 101PMO 101
PMO 101
 
Introduction to UX
Introduction to UXIntroduction to UX
Introduction to UX
 
Onderzoek digitalisering lesmateriaal HBO
Onderzoek digitalisering lesmateriaal HBOOnderzoek digitalisering lesmateriaal HBO
Onderzoek digitalisering lesmateriaal HBO
 

Andere mochten auch

Re-Designing Death / Service Design Drinks
Re-Designing Death / Service Design DrinksRe-Designing Death / Service Design Drinks
Re-Designing Death / Service Design Drinks
Service Design Berlin
 
Strategising with Service as Business Logic / Service Design Drinks
Strategising with Service as Business Logic / Service Design DrinksStrategising with Service as Business Logic / Service Design Drinks
Strategising with Service as Business Logic / Service Design Drinks
Service Design Berlin
 
Being Visual / Service Design Drinks
Being Visual / Service Design DrinksBeing Visual / Service Design Drinks
Being Visual / Service Design Drinks
Service Design Berlin
 
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015 Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015
Service Design Berlin
 
Service Design for Startups / Service Design Drinks Berlin
Service Design for Startups / Service Design Drinks BerlinService Design for Startups / Service Design Drinks Berlin
Service Design for Startups / Service Design Drinks Berlin
Service Design Berlin
 
Service Design: Dienstleistungen gestalten / IDZ Design & Company
Service Design: Dienstleistungen gestalten / IDZ Design & CompanyService Design: Dienstleistungen gestalten / IDZ Design & Company
Service Design: Dienstleistungen gestalten / IDZ Design & Company
Service Design Berlin
 
User Research / Design Thinking Meetup in Warsaw
User Research / Design Thinking Meetup in WarsawUser Research / Design Thinking Meetup in Warsaw
User Research / Design Thinking Meetup in Warsaw
Service Design Berlin
 
KISD Conference / Bringing Service Design In-House
KISD Conference / Bringing Service Design In-HouseKISD Conference / Bringing Service Design In-House
KISD Conference / Bringing Service Design In-House
Service Design Berlin
 
Brand Services / Service Design Drinks
Brand Services / Service Design DrinksBrand Services / Service Design Drinks
Brand Services / Service Design Drinks
Service Design Berlin
 
Parts Without a Whole? – The Current State of Design Thinking Practice in Org...
Parts Without a Whole? – The Current State of Design Thinking Practice in Org...Parts Without a Whole? – The Current State of Design Thinking Practice in Org...
Parts Without a Whole? – The Current State of Design Thinking Practice in Org...
Jan Schmiedgen
 
Making jobs-to-be-done actionable / Service Design Drinks
Making jobs-to-be-done actionable / Service Design DrinksMaking jobs-to-be-done actionable / Service Design Drinks
Making jobs-to-be-done actionable / Service Design Drinks
Service Design Berlin
 
Service Innovationen: Von der Idee zu einer vermarktungsfähigen Dienstleistung
Service Innovationen: Von der Idee zu einer vermarktungsfähigen DienstleistungService Innovationen: Von der Idee zu einer vermarktungsfähigen Dienstleistung
Service Innovationen: Von der Idee zu einer vermarktungsfähigen Dienstleistung
Heiko Gebauer
 
Audible.com (2010)
Audible.com (2010)Audible.com (2010)
Audible.com (2010)
Jesse Kedy
 
AUDIBLE
AUDIBLEAUDIBLE
From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...
From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...
From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...
Clément Génin
 
Gov Jam Berlin 2013 Dokumentation
Gov Jam Berlin 2013 DokumentationGov Jam Berlin 2013 Dokumentation
Gov Jam Berlin 2013 Dokumentation
Service Design Berlin
 
Airbnb Search Architecture: Presented by Maxim Charkov, Airbnb
Airbnb Search Architecture: Presented by Maxim Charkov, AirbnbAirbnb Search Architecture: Presented by Maxim Charkov, Airbnb
Airbnb Search Architecture: Presented by Maxim Charkov, Airbnb
Lucidworks
 
Introduction to Lean UX
Introduction to Lean UXIntroduction to Lean UX
Introduction to Lean UX
Clément Génin
 
iBusiness Praxiswebinar Vertikalisierung und Integration der Vertriebskanäle
iBusiness Praxiswebinar Vertikalisierung und Integration der VertriebskanäleiBusiness Praxiswebinar Vertikalisierung und Integration der Vertriebskanäle
iBusiness Praxiswebinar Vertikalisierung und Integration der Vertriebskanäle
Unic
 
Design and product development
Design and product developmentDesign and product development
Design and product development
European Innovation Academy
 

Andere mochten auch (20)

Re-Designing Death / Service Design Drinks
Re-Designing Death / Service Design DrinksRe-Designing Death / Service Design Drinks
Re-Designing Death / Service Design Drinks
 
Strategising with Service as Business Logic / Service Design Drinks
Strategising with Service as Business Logic / Service Design DrinksStrategising with Service as Business Logic / Service Design Drinks
Strategising with Service as Business Logic / Service Design Drinks
 
Being Visual / Service Design Drinks
Being Visual / Service Design DrinksBeing Visual / Service Design Drinks
Being Visual / Service Design Drinks
 
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015 Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015
Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015
 
Service Design for Startups / Service Design Drinks Berlin
Service Design for Startups / Service Design Drinks BerlinService Design for Startups / Service Design Drinks Berlin
Service Design for Startups / Service Design Drinks Berlin
 
Service Design: Dienstleistungen gestalten / IDZ Design & Company
Service Design: Dienstleistungen gestalten / IDZ Design & CompanyService Design: Dienstleistungen gestalten / IDZ Design & Company
Service Design: Dienstleistungen gestalten / IDZ Design & Company
 
User Research / Design Thinking Meetup in Warsaw
User Research / Design Thinking Meetup in WarsawUser Research / Design Thinking Meetup in Warsaw
User Research / Design Thinking Meetup in Warsaw
 
KISD Conference / Bringing Service Design In-House
KISD Conference / Bringing Service Design In-HouseKISD Conference / Bringing Service Design In-House
KISD Conference / Bringing Service Design In-House
 
Brand Services / Service Design Drinks
Brand Services / Service Design DrinksBrand Services / Service Design Drinks
Brand Services / Service Design Drinks
 
Parts Without a Whole? – The Current State of Design Thinking Practice in Org...
Parts Without a Whole? – The Current State of Design Thinking Practice in Org...Parts Without a Whole? – The Current State of Design Thinking Practice in Org...
Parts Without a Whole? – The Current State of Design Thinking Practice in Org...
 
Making jobs-to-be-done actionable / Service Design Drinks
Making jobs-to-be-done actionable / Service Design DrinksMaking jobs-to-be-done actionable / Service Design Drinks
Making jobs-to-be-done actionable / Service Design Drinks
 
Service Innovationen: Von der Idee zu einer vermarktungsfähigen Dienstleistung
Service Innovationen: Von der Idee zu einer vermarktungsfähigen DienstleistungService Innovationen: Von der Idee zu einer vermarktungsfähigen Dienstleistung
Service Innovationen: Von der Idee zu einer vermarktungsfähigen Dienstleistung
 
Audible.com (2010)
Audible.com (2010)Audible.com (2010)
Audible.com (2010)
 
AUDIBLE
AUDIBLEAUDIBLE
AUDIBLE
 
From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...
From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...
From Aligning Boxes To Aligning Visions - A Journey Through Prototyping [UX G...
 
Gov Jam Berlin 2013 Dokumentation
Gov Jam Berlin 2013 DokumentationGov Jam Berlin 2013 Dokumentation
Gov Jam Berlin 2013 Dokumentation
 
Airbnb Search Architecture: Presented by Maxim Charkov, Airbnb
Airbnb Search Architecture: Presented by Maxim Charkov, AirbnbAirbnb Search Architecture: Presented by Maxim Charkov, Airbnb
Airbnb Search Architecture: Presented by Maxim Charkov, Airbnb
 
Introduction to Lean UX
Introduction to Lean UXIntroduction to Lean UX
Introduction to Lean UX
 
iBusiness Praxiswebinar Vertikalisierung und Integration der Vertriebskanäle
iBusiness Praxiswebinar Vertikalisierung und Integration der VertriebskanäleiBusiness Praxiswebinar Vertikalisierung und Integration der Vertriebskanäle
iBusiness Praxiswebinar Vertikalisierung und Integration der Vertriebskanäle
 
Design and product development
Design and product developmentDesign and product development
Design and product development
 

Ähnlich wie Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründerszeneseminar)

Über Service Design @ Plexgroup Open
Über Service Design @ Plexgroup OpenÜber Service Design @ Plexgroup Open
Über Service Design @ Plexgroup Open
Jens Otto Lange
 
Digital Experience for Pharma and Healthcare @ pharmaplace 2016
Digital Experience for Pharma and Healthcare @ pharmaplace 2016Digital Experience for Pharma and Healthcare @ pharmaplace 2016
Digital Experience for Pharma and Healthcare @ pharmaplace 2016
Christian Paul Stobbe
 
Virtual Reality als Kommunikations-Tool für Unternehmen
Virtual Reality als Kommunikations-Tool für UnternehmenVirtual Reality als Kommunikations-Tool für Unternehmen
Virtual Reality als Kommunikations-Tool für Unternehmen
accilium GmbH
 
Mobile Business Solutions - Mobile Engagement als Schlüssel zum Erfolg
Mobile Business Solutions - Mobile Engagement als Schlüssel zum ErfolgMobile Business Solutions - Mobile Engagement als Schlüssel zum Erfolg
Mobile Business Solutions - Mobile Engagement als Schlüssel zum Erfolg
Milos Radovic
 
Pres Social And Servicedesign 20070830
Pres Social And Servicedesign 20070830Pres Social And Servicedesign 20070830
Pres Social And Servicedesign 20070830gerin
 
ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...
ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...
ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...
ISARNETZ
 
Wettschätzen mit der Bet-Cost-Matrix
Wettschätzen mit der Bet-Cost-MatrixWettschätzen mit der Bet-Cost-Matrix
Wettschätzen mit der Bet-Cost-Matrix
Screamin Wrba
 
SOORCE - DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre Projekte
SOORCE -  DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre ProjekteSOORCE -  DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre Projekte
SOORCE - DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre Projekte
Conrad Eß
 
eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...
eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...
eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...
eparo GmbH
 
Fallstudie Fokusgruppen eResult GmbH
Fallstudie Fokusgruppen eResult GmbHFallstudie Fokusgruppen eResult GmbH
Fallstudie Fokusgruppen eResult GmbH
eResult_GmbH
 
Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...
Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...
Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...
Service Design Network
 
UX aus Sicht eines Concepters
UX aus Sicht eines ConceptersUX aus Sicht eines Concepters
UX aus Sicht eines Concepters
uxHH
 
Infront Instant Lab
Infront Instant Lab Infront Instant Lab
Infront Instant-Lab
Infront Instant-LabInfront Instant-Lab
Inpeek ag online self-services im strommarkt
Inpeek ag   online self-services im strommarktInpeek ag   online self-services im strommarkt
Inpeek ag online self-services im strommarkt
inpeek AG
 
Orange Hills GmbH: Transformation von Geschäftsmodellen
Orange Hills GmbH: Transformation von GeschäftsmodellenOrange Hills GmbH: Transformation von Geschäftsmodellen
Orange Hills GmbH: Transformation von GeschäftsmodellenOrange Hills GmbH
 
Riding on the Storm - Das IA Survival Guide zum Service Design
Riding on the Storm - Das IA Survival Guide zum Service DesignRiding on the Storm - Das IA Survival Guide zum Service Design
Riding on the Storm - Das IA Survival Guide zum Service Design
Bogo Vatovec
 
eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...
eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...
eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...
eparo GmbH
 
Social Business Solution Guide I/2017
Social Business Solution Guide I/2017Social Business Solution Guide I/2017
Social Business Solution Guide I/2017
Communardo GmbH
 
Design Sprints in der öffentlichen Verwaltung
Design Sprints in der öffentlichen VerwaltungDesign Sprints in der öffentlichen Verwaltung
Design Sprints in der öffentlichen Verwaltung
Bettina Koebler
 

Ähnlich wie Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründerszeneseminar) (20)

Über Service Design @ Plexgroup Open
Über Service Design @ Plexgroup OpenÜber Service Design @ Plexgroup Open
Über Service Design @ Plexgroup Open
 
Digital Experience for Pharma and Healthcare @ pharmaplace 2016
Digital Experience for Pharma and Healthcare @ pharmaplace 2016Digital Experience for Pharma and Healthcare @ pharmaplace 2016
Digital Experience for Pharma and Healthcare @ pharmaplace 2016
 
Virtual Reality als Kommunikations-Tool für Unternehmen
Virtual Reality als Kommunikations-Tool für UnternehmenVirtual Reality als Kommunikations-Tool für Unternehmen
Virtual Reality als Kommunikations-Tool für Unternehmen
 
Mobile Business Solutions - Mobile Engagement als Schlüssel zum Erfolg
Mobile Business Solutions - Mobile Engagement als Schlüssel zum ErfolgMobile Business Solutions - Mobile Engagement als Schlüssel zum Erfolg
Mobile Business Solutions - Mobile Engagement als Schlüssel zum Erfolg
 
Pres Social And Servicedesign 20070830
Pres Social And Servicedesign 20070830Pres Social And Servicedesign 20070830
Pres Social And Servicedesign 20070830
 
ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...
ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...
ISARCAMP: Cassini / Christoph Baumeister - die vision, der rote faden für ihr...
 
Wettschätzen mit der Bet-Cost-Matrix
Wettschätzen mit der Bet-Cost-MatrixWettschätzen mit der Bet-Cost-Matrix
Wettschätzen mit der Bet-Cost-Matrix
 
SOORCE - DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre Projekte
SOORCE -  DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre ProjekteSOORCE -  DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre Projekte
SOORCE - DIGITALE FREELANCER & EXPERTEN - unbegrenztes Wissen für Ihre Projekte
 
eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...
eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...
eparo – Online-Konzeption (Vortrag ADC Young Masters 2012 – Rolf Schulte Stra...
 
Fallstudie Fokusgruppen eResult GmbH
Fallstudie Fokusgruppen eResult GmbHFallstudie Fokusgruppen eResult GmbH
Fallstudie Fokusgruppen eResult GmbH
 
Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...
Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...
Weniger Risiko – mehr Innovation durch Crowdsourcing im Service Design Prozes...
 
UX aus Sicht eines Concepters
UX aus Sicht eines ConceptersUX aus Sicht eines Concepters
UX aus Sicht eines Concepters
 
Infront Instant Lab
Infront Instant Lab Infront Instant Lab
Infront Instant Lab
 
Infront Instant-Lab
Infront Instant-LabInfront Instant-Lab
Infront Instant-Lab
 
Inpeek ag online self-services im strommarkt
Inpeek ag   online self-services im strommarktInpeek ag   online self-services im strommarkt
Inpeek ag online self-services im strommarkt
 
Orange Hills GmbH: Transformation von Geschäftsmodellen
Orange Hills GmbH: Transformation von GeschäftsmodellenOrange Hills GmbH: Transformation von Geschäftsmodellen
Orange Hills GmbH: Transformation von Geschäftsmodellen
 
Riding on the Storm - Das IA Survival Guide zum Service Design
Riding on the Storm - Das IA Survival Guide zum Service DesignRiding on the Storm - Das IA Survival Guide zum Service Design
Riding on the Storm - Das IA Survival Guide zum Service Design
 
eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...
eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...
eparo - Digitales Service Design in der Finanzwirtschaft (Vortrag Finanzdiens...
 
Social Business Solution Guide I/2017
Social Business Solution Guide I/2017Social Business Solution Guide I/2017
Social Business Solution Guide I/2017
 
Design Sprints in der öffentlichen Verwaltung
Design Sprints in der öffentlichen VerwaltungDesign Sprints in der öffentlichen Verwaltung
Design Sprints in der öffentlichen Verwaltung
 

Mehr von Service Design Berlin

Service Design Drinks | The Future of Cities
Service Design Drinks | The Future of CitiesService Design Drinks | The Future of Cities
Service Design Drinks | The Future of Cities
Service Design Berlin
 
Service Design Drinks | Finance - What future do we wish for?
Service Design Drinks | Finance - What future do we wish for?Service Design Drinks | Finance - What future do we wish for?
Service Design Drinks | Finance - What future do we wish for?
Service Design Berlin
 
Future of Health Care | Service Design Drinks
 Future of Health Care |  Service Design Drinks Future of Health Care |  Service Design Drinks
Future of Health Care | Service Design Drinks
Service Design Berlin
 
Building communities / Service Design Drinks
Building communities / Service Design DrinksBuilding communities / Service Design Drinks
Building communities / Service Design Drinks
Service Design Berlin
 
Data & Services / Service Design Drinks
Data & Services / Service Design DrinksData & Services / Service Design Drinks
Data & Services / Service Design Drinks
Service Design Berlin
 
LEGO Serious Play / Service Design Drinks Berlin
LEGO Serious Play / Service Design Drinks Berlin LEGO Serious Play / Service Design Drinks Berlin
LEGO Serious Play / Service Design Drinks Berlin
Service Design Berlin
 
Circular Economy / Service Design Drinks
Circular Economy / Service Design DrinksCircular Economy / Service Design Drinks
Circular Economy / Service Design Drinks
Service Design Berlin
 
Bringing Service Design In-House / Service Design Drinks Berlin
Bringing Service Design In-House / Service Design Drinks BerlinBringing Service Design In-House / Service Design Drinks Berlin
Bringing Service Design In-House / Service Design Drinks Berlin
Service Design Berlin
 
Designing Services for the Public / Service Design Drinks
Designing Services for the Public / Service Design DrinksDesigning Services for the Public / Service Design Drinks
Designing Services for the Public / Service Design Drinks
Service Design Berlin
 
Designing for Financial Services / Service Design Drinks
Designing for Financial Services / Service Design DrinksDesigning for Financial Services / Service Design Drinks
Designing for Financial Services / Service Design Drinks
Service Design Berlin
 
Service Design & the Internet of Things / Service Design Drinks
Service Design & the Internet of Things / Service Design DrinksService Design & the Internet of Things / Service Design Drinks
Service Design & the Internet of Things / Service Design Drinks
Service Design Berlin
 
Education / Service Design Drinks
Education / Service Design DrinksEducation / Service Design Drinks
Education / Service Design Drinks
Service Design Berlin
 
Service Innovation in Retail / Service Design Drinks Berlin
Service Innovation in Retail / Service Design Drinks BerlinService Innovation in Retail / Service Design Drinks Berlin
Service Innovation in Retail / Service Design Drinks Berlin
Service Design Berlin
 
Public Service Design / Service Design Drinks Berlin
Public Service Design / Service Design Drinks BerlinPublic Service Design / Service Design Drinks Berlin
Public Service Design / Service Design Drinks Berlin
Service Design Berlin
 
‘Servicise – thinking beyond products’ workshop @ NEXT 2013
‘Servicise – thinking beyond products’ workshop @ NEXT 2013‘Servicise – thinking beyond products’ workshop @ NEXT 2013
‘Servicise – thinking beyond products’ workshop @ NEXT 2013
Service Design Berlin
 
Service Blueprinting / Service Design Drinks Berlin
Service Blueprinting / Service Design Drinks BerlinService Blueprinting / Service Design Drinks Berlin
Service Blueprinting / Service Design Drinks Berlin
Service Design Berlin
 
Visual Thinking / Service Design Drinks Berlin
Visual Thinking / Service Design Drinks BerlinVisual Thinking / Service Design Drinks Berlin
Visual Thinking / Service Design Drinks Berlin
Service Design Berlin
 
Storytelling in Service Design / Service Design Drinks Berlin
Storytelling in Service Design / Service Design Drinks BerlinStorytelling in Service Design / Service Design Drinks Berlin
Storytelling in Service Design / Service Design Drinks Berlin
Service Design Berlin
 
Next Conference — Mapping Outstanding Service Experiences
Next Conference — Mapping Outstanding Service ExperiencesNext Conference — Mapping Outstanding Service Experiences
Next Conference — Mapping Outstanding Service Experiences
Service Design Berlin
 

Mehr von Service Design Berlin (19)

Service Design Drinks | The Future of Cities
Service Design Drinks | The Future of CitiesService Design Drinks | The Future of Cities
Service Design Drinks | The Future of Cities
 
Service Design Drinks | Finance - What future do we wish for?
Service Design Drinks | Finance - What future do we wish for?Service Design Drinks | Finance - What future do we wish for?
Service Design Drinks | Finance - What future do we wish for?
 
Future of Health Care | Service Design Drinks
 Future of Health Care |  Service Design Drinks Future of Health Care |  Service Design Drinks
Future of Health Care | Service Design Drinks
 
Building communities / Service Design Drinks
Building communities / Service Design DrinksBuilding communities / Service Design Drinks
Building communities / Service Design Drinks
 
Data & Services / Service Design Drinks
Data & Services / Service Design DrinksData & Services / Service Design Drinks
Data & Services / Service Design Drinks
 
LEGO Serious Play / Service Design Drinks Berlin
LEGO Serious Play / Service Design Drinks Berlin LEGO Serious Play / Service Design Drinks Berlin
LEGO Serious Play / Service Design Drinks Berlin
 
Circular Economy / Service Design Drinks
Circular Economy / Service Design DrinksCircular Economy / Service Design Drinks
Circular Economy / Service Design Drinks
 
Bringing Service Design In-House / Service Design Drinks Berlin
Bringing Service Design In-House / Service Design Drinks BerlinBringing Service Design In-House / Service Design Drinks Berlin
Bringing Service Design In-House / Service Design Drinks Berlin
 
Designing Services for the Public / Service Design Drinks
Designing Services for the Public / Service Design DrinksDesigning Services for the Public / Service Design Drinks
Designing Services for the Public / Service Design Drinks
 
Designing for Financial Services / Service Design Drinks
Designing for Financial Services / Service Design DrinksDesigning for Financial Services / Service Design Drinks
Designing for Financial Services / Service Design Drinks
 
Service Design & the Internet of Things / Service Design Drinks
Service Design & the Internet of Things / Service Design DrinksService Design & the Internet of Things / Service Design Drinks
Service Design & the Internet of Things / Service Design Drinks
 
Education / Service Design Drinks
Education / Service Design DrinksEducation / Service Design Drinks
Education / Service Design Drinks
 
Service Innovation in Retail / Service Design Drinks Berlin
Service Innovation in Retail / Service Design Drinks BerlinService Innovation in Retail / Service Design Drinks Berlin
Service Innovation in Retail / Service Design Drinks Berlin
 
Public Service Design / Service Design Drinks Berlin
Public Service Design / Service Design Drinks BerlinPublic Service Design / Service Design Drinks Berlin
Public Service Design / Service Design Drinks Berlin
 
‘Servicise – thinking beyond products’ workshop @ NEXT 2013
‘Servicise – thinking beyond products’ workshop @ NEXT 2013‘Servicise – thinking beyond products’ workshop @ NEXT 2013
‘Servicise – thinking beyond products’ workshop @ NEXT 2013
 
Service Blueprinting / Service Design Drinks Berlin
Service Blueprinting / Service Design Drinks BerlinService Blueprinting / Service Design Drinks Berlin
Service Blueprinting / Service Design Drinks Berlin
 
Visual Thinking / Service Design Drinks Berlin
Visual Thinking / Service Design Drinks BerlinVisual Thinking / Service Design Drinks Berlin
Visual Thinking / Service Design Drinks Berlin
 
Storytelling in Service Design / Service Design Drinks Berlin
Storytelling in Service Design / Service Design Drinks BerlinStorytelling in Service Design / Service Design Drinks Berlin
Storytelling in Service Design / Service Design Drinks Berlin
 
Next Conference — Mapping Outstanding Service Experiences
Next Conference — Mapping Outstanding Service ExperiencesNext Conference — Mapping Outstanding Service Experiences
Next Conference — Mapping Outstanding Service Experiences
 

Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründerszeneseminar)