Designer kümmern sich um die Ästhetik unserer gestalteten Umwelt, um Formen und Farben, um das Besondere und kunstvoll Ambitionierte. Dieses Missverständnis herrscht in der breiten Öffentlichkeit häufig noch vor. Zunehmend wächst jedoch die Erkenntnis, dass Design eine zentrale Rolle spielt bei der Optimierung und Innovation von Service Systemen. Designer und Designerinnen eröffnen neue Perspektiven auf das, was Menschen brauchen und entwickeln auf der Grundlage der tiefgehenden Einsicht in Nutzerwelten innovative und marktfähige Service Konzepte. Birgit Mager zeigt in ihrem Vortrag auf, mit welchen Vorgehensweisen und Methoden dies geschieht und welchen Mehrwert die Zusammenarbeit mit Service Design bringt.
Personas wie? User Journey was? Der Erstkontakt mit Service Designern wirkt für viele Neukunden oft noch fremd. Sind für Experten Methoden und Tools wie Affinity Diagram, Swim Lane, NABC-Analyse gelernte und gelebte Werkzeuge des Alltags. So werden diese immer wieder von Kunden und auch von Workshop-Teilnehmern hinterfragt. Warum das alles? Warum der Terz? Hand aufs Herz. Was bringen unsere Methoden und Tools eigentlich wirklich? Thomas Gläser berichtet aus seinen Erfahrungen im Umgang mit „Nicht-Designern“ auf der Suche nach neuen Services und kreativen Lösungen, die unser Leben leichter machen.
Talk from Service Design Network Munich / 23th July 2013
http://germany.service-design-network.org/2013/07/service-design-talks-munchen-mit-thomas-glaser
Wie schafft man in vier Wochen eine Immobiliensuche auf dem iPad, die Spaß macht und die Nutzer begeistert?
Durch die schlanke Verbindung von Design Thinking, UX-Konzeption, Rapid Prototyping, User Testing
und iterativer Entwicklung?
Gezeigt wird am Beispiel der von Apple als zweitbeste iPad in 2012 ausgezeichneten Immonet iPad
App, wie erfolgreiche digitale Produkt-Entwicklung auf Basis kurzer Entwicklungszyklen funktionieren
kann.
Service Design ist in aller Munde: Ob und wie ein Unternehmen Service Design für sich nutzen kann, hängt maßgeblich davon ab, wie die Organisation entwickelt ist; ob sie die nötigen Kompetenzen entwickeln kann, Service Design effektiv um zu setzen.
In der Präsentation wird auf die Frage eingegangen, wie Unternehmen ihre Dienstleistungen auf den Menschen ausrichten und damit Mehrwert erzeugen können.
Dabei stellt sich gerade für kleine und mittelständische Unternehmen die Frage, ob und wie sie mit Service-Design Schnittstellen zum Kunden verbessert werden können und vor allem auch, wie Service-Design Ansätze in der eigenen Organisation verankert und lebendig gehalten werden.
Im Rahmen eines interaktiven Vortrags wurde erarbeitet, wie man Service-Design Ansätze erfolgreich in Unternehmen entwickelt und was die Voraussetzungen für eine erfolgreiche Umsetzung sind.
Service Design & Agile are engaged!
Abstract:
Using tangible examples I’ll illustrate how the holistic and iterative nature of service design is a great fit for agile development in digital service development. As companies are moving from release cycles to continuous development, this cyclical way of working lends itself very well for an ongoing focus on the omni-channel experience rather than the more classic serial approach of research, journey mapping, design and delivery. I’ll discuss how service design is maturing from a more analytical ‘up-front’ role to an ongoing and integral role for managing the end-to-end customer experience in agile service development. Using visual examples of deliverable and proces I am hoping to add a practical and successful realisation case to the conference.
Innovation:
In this PostNL case (won the Dutch Interactive Award in ‘Service’) we’ve developed a model for how service design techniques are best applied in a cyclic agile development setup following principles of ‘lean startup’. This includes familiar examples of journey maps, service blueprints, etc.. but now with a focus on how that is used to inform agile development on an ongoing basis. Secondly I’ll cover a model for end-user involvement throughout the design proces and even the valuable role of service design after launch of the service when focus is often shifting from experience design to design optimisation, adding continuous qualitative customer feedback to quantitative analytics. There is a crucial role for service design to ensure optimisation and newly emerging needs are both covered within an agile setup.
Personas wie? User Journey was? Der Erstkontakt mit Service Designern wirkt für viele Neukunden oft noch fremd. Sind für Experten Methoden und Tools wie Affinity Diagram, Swim Lane, NABC-Analyse gelernte und gelebte Werkzeuge des Alltags. So werden diese immer wieder von Kunden und auch von Workshop-Teilnehmern hinterfragt. Warum das alles? Warum der Terz? Hand aufs Herz. Was bringen unsere Methoden und Tools eigentlich wirklich? Thomas Gläser berichtet aus seinen Erfahrungen im Umgang mit „Nicht-Designern“ auf der Suche nach neuen Services und kreativen Lösungen, die unser Leben leichter machen.
Talk from Service Design Network Munich / 23th July 2013
http://germany.service-design-network.org/2013/07/service-design-talks-munchen-mit-thomas-glaser
Wie schafft man in vier Wochen eine Immobiliensuche auf dem iPad, die Spaß macht und die Nutzer begeistert?
Durch die schlanke Verbindung von Design Thinking, UX-Konzeption, Rapid Prototyping, User Testing
und iterativer Entwicklung?
Gezeigt wird am Beispiel der von Apple als zweitbeste iPad in 2012 ausgezeichneten Immonet iPad
App, wie erfolgreiche digitale Produkt-Entwicklung auf Basis kurzer Entwicklungszyklen funktionieren
kann.
Service Design ist in aller Munde: Ob und wie ein Unternehmen Service Design für sich nutzen kann, hängt maßgeblich davon ab, wie die Organisation entwickelt ist; ob sie die nötigen Kompetenzen entwickeln kann, Service Design effektiv um zu setzen.
In der Präsentation wird auf die Frage eingegangen, wie Unternehmen ihre Dienstleistungen auf den Menschen ausrichten und damit Mehrwert erzeugen können.
Dabei stellt sich gerade für kleine und mittelständische Unternehmen die Frage, ob und wie sie mit Service-Design Schnittstellen zum Kunden verbessert werden können und vor allem auch, wie Service-Design Ansätze in der eigenen Organisation verankert und lebendig gehalten werden.
Im Rahmen eines interaktiven Vortrags wurde erarbeitet, wie man Service-Design Ansätze erfolgreich in Unternehmen entwickelt und was die Voraussetzungen für eine erfolgreiche Umsetzung sind.
Service Design & Agile are engaged!
Abstract:
Using tangible examples I’ll illustrate how the holistic and iterative nature of service design is a great fit for agile development in digital service development. As companies are moving from release cycles to continuous development, this cyclical way of working lends itself very well for an ongoing focus on the omni-channel experience rather than the more classic serial approach of research, journey mapping, design and delivery. I’ll discuss how service design is maturing from a more analytical ‘up-front’ role to an ongoing and integral role for managing the end-to-end customer experience in agile service development. Using visual examples of deliverable and proces I am hoping to add a practical and successful realisation case to the conference.
Innovation:
In this PostNL case (won the Dutch Interactive Award in ‘Service’) we’ve developed a model for how service design techniques are best applied in a cyclic agile development setup following principles of ‘lean startup’. This includes familiar examples of journey maps, service blueprints, etc.. but now with a focus on how that is used to inform agile development on an ongoing basis. Secondly I’ll cover a model for end-user involvement throughout the design proces and even the valuable role of service design after launch of the service when focus is often shifting from experience design to design optimisation, adding continuous qualitative customer feedback to quantitative analytics. There is a crucial role for service design to ensure optimisation and newly emerging needs are both covered within an agile setup.
Virtual sdgc20 | oct 22 23, 2020 | washington dc chapter spotlightService Design Network
Chapter Spotlight | Map Your Own Monuments
Washington, D.C. is known for its intentionally designed monuments, museums, and National Mall. How might we commemorate the notable moments, spaces, and histories of your life during COVID? We will lead a hand-drawn map-making exercise where people sketch out their quarantine world and what things and spaces give the marker to memory. Is it the teetering pile of growing containers from food delivery? The dusting graveyard of work shoes in your closet? The curated backdrop for your Zoom calls? We will encourage people to let loose and will suggest visual cues to produce a paper map of the moments and objects that make up our pandemic existence.
Talk | Full Stack Service Designers: Why Designers Don’t Equal a User Centered Organisation
Everyone of us designs on a daily basis. Our everyday micro decisions add up to the overall experience our users have. Whether it’s how you finance the products, what your outcome measurements are to what your staff deliver on the ground, we all impact the user experience.
It’s easy to believe that the size of your team and design system is a measure of how much your organisation has invested in design. But when you look beyond the invisible boundaries of your team and platforms, does everyone in the business really have a literacy of what good products and services look like?
Workshop | Planet Centric Impact Mapping
As designers, we are part of creating or redesigning products and services for real people, that will experience them. Even if we don´t think about it, each decision we make will affect someone, and too often we have a narrow perspective on who that someone is. In this workshop, you will learn more about the unintended consequences of design, and who it is important to reflect on the unintended consequences of design for people, society and the planet. So, how do we become more aware of the potential and the power within each decision?
Using a real project case, and split into groups, Idun Aune and Emily Lin will introduce some concrete tools on how to investigate the impact, positive or negative, of your concept. They will then teach you how to build impact strategies to address these impacts; either to reduce negative ones or enhance positive ones.
By the end of the workshop, you will be more aware of, and equipped to take responsibility for what you create, and control how you use design.
Virtual SDGC20 Workshop | Oct 23, 2020 | Dungeons and designers play baseService Design Network
Workshop | Dungeons and (Service) Designers: Play-Based Worldbuilding With Research
PlayBase is a game/workshop format that allows participants to speculate on possible situations and take on different skillsets to problem-solve as a team. In this workshop Kokaew Wongpichet and Molly Oberholtzer are taking participants through the session from characters creation, game session and reflections on design application.
Workshop | Control Wars: A Participatory Worldbuilding Game
The virtual edition of SDGC20 Control Wars (CW) Game will offer participants a means to shape tomorrow by engaging with systems change, plural social imaginaries and narrative pathways for transition through embodied play.
Grace Turtle will introduce ways in which CW tools and techniques can be used to step outside the limitations of bounded rationality to explore the unknown and collaboratively model alternative and more sustainable ways of being, that directly respond to the various crisis edging on our present.
Talk | Trust as a Design Material
Great products build on great relationships. Great relationships are built on trust. Trust is what allows us as humans to make decisions. For every experience we deliver, trust is an integral part of every interaction we design.
In this talk Louise Vittrup ill explore perspectives in trust throughout the design process. How can we work with the grain of trust and ethics in order to create a more trustworthy future, more engaging experiences, and deepen our relationship with our customers?
Virtual SDGC20 | Oct 22 23, 2020 | The consequences in service designService Design Network
Talk | The Consequences in Service Design
Service design as an emergent discipline often focuses on what's knowable to improve systems and devise structures of change across industries. What happens when crisis strikes? Is resilience inherently part of service design? In this talk, Ron Bronson will explore the consequences of touchpoints and how research influences the lens we use to frame and measure outcomes.
Virtual SDGC20 | Oct 22 23, 2020 | Service Design is everybody s businessService Design Network
Talk | Service Design is Everybody's Business
What if service design was everybody’s business and not only that of formally trained designers?
Sustainable design relies upon partnerships with non-designers and their understanding of the value of service design is critical for success. At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we are democratizing the methods and mindsets of design as a core competency to enable staff to problem solve in radically different ways, transform culture, and extend design to create lasting impact.
Virtual SDGC20 | Oct 22 23, 2020 | Karma Chameleon - getting to grips with cu...Service Design Network
Talk | Karma Chameleon – Getting to Grips With Culture Club
How do we design a culture that works for everybody, but doesn’t try to pretend to be something that it’s not?Transformation is riddled with hurdles, barriers and blockers. When we begin on a transformation journey, how often do we ask ourselves if we need culture change or if we simply need to adapt?
When we’re faced with the task of mammoth shifts in organisations, how can we bring people on the journey? How can we make sure that we use the best design thinking principles to design a culture that helps people to be themselves and deliver their best work?
Let’s talk through how we can consciously design cultures to support people and to deliver the best work possible. Let’s think through the roles we need and understand the impact that culture can have at an individual, team and organisation wide level.
Talk | Design As Dissent
Dissent has historically been a driving force behind change throughout history, bringing the voices of the under-represented out of obscurity, and challenging convention.
In this talk, Carol Yung and Rubia Sinha-Roy reflect on the role dissent has played in their journeys as service designers, and ultimately, as agents of change. They’ll share insights on how they’ve learnt to harness dissent to activate change and how they’ve used acts of dissent to deliver interventions that create a better future.
Power and Service Design: Making Sense of Service Design's Politics and Influ...Service Design Network
In this talk, Gordon Ross will discuss different partnership models that exist between organizations and consultants collaborating on service design initiatives. He will reflect on his experience as a service design consultant across a wide range of private and public sector projects, highlighting challenges faced along the way.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Clara Bidorini | The Missing Framework Between Startups and Corporations | KyvoService Design Network
Clara Bidorini, speaks at SDGC19. Clara Bidorini is a social entrepreneur and strategic designer. She coordinates Corporate Acceleration and Organizational Innovation Programs at Kyvo, and teaches Strategic and Business Design in Brazil.
Often misunderstood among entrepreneurs, Service Design has proved to be a relevant approach to help corporations and startups to craft solutions together and improve dialogues within their ecosystems. From blockchain to beauty market, the method has proved to be successful not only in leading startups to seek deeper validation of their hypotheses, but also in convincing corporations to pursue data oriented solutions, instead of the usual dogmas.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Members Event
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Play & Work: How Tangibles Offset Design Thinking Flaws | Annemarie Lesage | ...Service Design Network
Annemarie Lesage, a current lecturer from HEC-Montréal, speaks at SDG19 in Toronto.
Design thinking is great, but it will not magically transform an organization from product to service provider (... i.e. the next UBER!). For DT to deliver, the divergent and convergent ideation phases need to both be optimized. This presentation, based on academic research and practical case studies, is about the DT challenges we met while accompanying organisations in this evolution toward providing services: Making sure the divergent phase was really divergent and the convergent phase indeed converged towards innovative, realistic win-wins.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
A Tiny Service Design History | Daniele Catalanotto | Swiss Innovation AcademyService Design Network
We often talk about the future of Service Design. What will AI bring to it? How will machine learning change our practice? But often, we lack the basic understanding of our past. What’s the first service that ever existed in history? How old is really co-creation? In this fun talk, Daniele shares key stories about the history of our field. Starting with 10,000 BC up to 2019. This little journey will show how Service Design stole ideas from psychology, politics and even philosophy.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
John Powell from Hypergiant speaks at SDGC19 in Toronto.
Despite our best intentions, contemporary design practice increases inequity, erodes privacy, and decays happiness. Human centered design methods are assumed to be inherently self-correcting and technology and data to be neutral, but this has proven to be far from true. Let's interrogate design practice and explore more ethical methods.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Customer Behaviour by Design - Influencing Behaviour Beyond Nudging | Anne va...Service Design Network
Anne Van Lieren from Livework, speaks at SDGC19 in Toronto.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Julie Guinn from Elseiver speaks at SDGC19 in Toronto.
For designers working in complex systems environments--healthcare, finance, government and education, to name a few--success depends as much on understanding and anticipating how users will interact with a design, as on how the design will interact with the environment in which it is deployed. Failure to diagnose and address underlying system dynamics can leave even the most promising and well-intentioned ideas struggling to gain adoption, or worse, facing outright rejection. This talk will introduce the basic elements of systems, their unique characteristics and behaviours, examples of how they manifest in organisations and industries and specific implications for the design process. Finally, we'll explore a set of highly accessible methods and frameworks designers can use to navigate everyday systems complexity.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Virtual sdgc20 | oct 22 23, 2020 | washington dc chapter spotlightService Design Network
Chapter Spotlight | Map Your Own Monuments
Washington, D.C. is known for its intentionally designed monuments, museums, and National Mall. How might we commemorate the notable moments, spaces, and histories of your life during COVID? We will lead a hand-drawn map-making exercise where people sketch out their quarantine world and what things and spaces give the marker to memory. Is it the teetering pile of growing containers from food delivery? The dusting graveyard of work shoes in your closet? The curated backdrop for your Zoom calls? We will encourage people to let loose and will suggest visual cues to produce a paper map of the moments and objects that make up our pandemic existence.
Talk | Full Stack Service Designers: Why Designers Don’t Equal a User Centered Organisation
Everyone of us designs on a daily basis. Our everyday micro decisions add up to the overall experience our users have. Whether it’s how you finance the products, what your outcome measurements are to what your staff deliver on the ground, we all impact the user experience.
It’s easy to believe that the size of your team and design system is a measure of how much your organisation has invested in design. But when you look beyond the invisible boundaries of your team and platforms, does everyone in the business really have a literacy of what good products and services look like?
Workshop | Planet Centric Impact Mapping
As designers, we are part of creating or redesigning products and services for real people, that will experience them. Even if we don´t think about it, each decision we make will affect someone, and too often we have a narrow perspective on who that someone is. In this workshop, you will learn more about the unintended consequences of design, and who it is important to reflect on the unintended consequences of design for people, society and the planet. So, how do we become more aware of the potential and the power within each decision?
Using a real project case, and split into groups, Idun Aune and Emily Lin will introduce some concrete tools on how to investigate the impact, positive or negative, of your concept. They will then teach you how to build impact strategies to address these impacts; either to reduce negative ones or enhance positive ones.
By the end of the workshop, you will be more aware of, and equipped to take responsibility for what you create, and control how you use design.
Virtual SDGC20 Workshop | Oct 23, 2020 | Dungeons and designers play baseService Design Network
Workshop | Dungeons and (Service) Designers: Play-Based Worldbuilding With Research
PlayBase is a game/workshop format that allows participants to speculate on possible situations and take on different skillsets to problem-solve as a team. In this workshop Kokaew Wongpichet and Molly Oberholtzer are taking participants through the session from characters creation, game session and reflections on design application.
Workshop | Control Wars: A Participatory Worldbuilding Game
The virtual edition of SDGC20 Control Wars (CW) Game will offer participants a means to shape tomorrow by engaging with systems change, plural social imaginaries and narrative pathways for transition through embodied play.
Grace Turtle will introduce ways in which CW tools and techniques can be used to step outside the limitations of bounded rationality to explore the unknown and collaboratively model alternative and more sustainable ways of being, that directly respond to the various crisis edging on our present.
Talk | Trust as a Design Material
Great products build on great relationships. Great relationships are built on trust. Trust is what allows us as humans to make decisions. For every experience we deliver, trust is an integral part of every interaction we design.
In this talk Louise Vittrup ill explore perspectives in trust throughout the design process. How can we work with the grain of trust and ethics in order to create a more trustworthy future, more engaging experiences, and deepen our relationship with our customers?
Virtual SDGC20 | Oct 22 23, 2020 | The consequences in service designService Design Network
Talk | The Consequences in Service Design
Service design as an emergent discipline often focuses on what's knowable to improve systems and devise structures of change across industries. What happens when crisis strikes? Is resilience inherently part of service design? In this talk, Ron Bronson will explore the consequences of touchpoints and how research influences the lens we use to frame and measure outcomes.
Virtual SDGC20 | Oct 22 23, 2020 | Service Design is everybody s businessService Design Network
Talk | Service Design is Everybody's Business
What if service design was everybody’s business and not only that of formally trained designers?
Sustainable design relies upon partnerships with non-designers and their understanding of the value of service design is critical for success. At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we are democratizing the methods and mindsets of design as a core competency to enable staff to problem solve in radically different ways, transform culture, and extend design to create lasting impact.
Virtual SDGC20 | Oct 22 23, 2020 | Karma Chameleon - getting to grips with cu...Service Design Network
Talk | Karma Chameleon – Getting to Grips With Culture Club
How do we design a culture that works for everybody, but doesn’t try to pretend to be something that it’s not?Transformation is riddled with hurdles, barriers and blockers. When we begin on a transformation journey, how often do we ask ourselves if we need culture change or if we simply need to adapt?
When we’re faced with the task of mammoth shifts in organisations, how can we bring people on the journey? How can we make sure that we use the best design thinking principles to design a culture that helps people to be themselves and deliver their best work?
Let’s talk through how we can consciously design cultures to support people and to deliver the best work possible. Let’s think through the roles we need and understand the impact that culture can have at an individual, team and organisation wide level.
Talk | Design As Dissent
Dissent has historically been a driving force behind change throughout history, bringing the voices of the under-represented out of obscurity, and challenging convention.
In this talk, Carol Yung and Rubia Sinha-Roy reflect on the role dissent has played in their journeys as service designers, and ultimately, as agents of change. They’ll share insights on how they’ve learnt to harness dissent to activate change and how they’ve used acts of dissent to deliver interventions that create a better future.
Power and Service Design: Making Sense of Service Design's Politics and Influ...Service Design Network
In this talk, Gordon Ross will discuss different partnership models that exist between organizations and consultants collaborating on service design initiatives. He will reflect on his experience as a service design consultant across a wide range of private and public sector projects, highlighting challenges faced along the way.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Clara Bidorini | The Missing Framework Between Startups and Corporations | KyvoService Design Network
Clara Bidorini, speaks at SDGC19. Clara Bidorini is a social entrepreneur and strategic designer. She coordinates Corporate Acceleration and Organizational Innovation Programs at Kyvo, and teaches Strategic and Business Design in Brazil.
Often misunderstood among entrepreneurs, Service Design has proved to be a relevant approach to help corporations and startups to craft solutions together and improve dialogues within their ecosystems. From blockchain to beauty market, the method has proved to be successful not only in leading startups to seek deeper validation of their hypotheses, but also in convincing corporations to pursue data oriented solutions, instead of the usual dogmas.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Members Event
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Play & Work: How Tangibles Offset Design Thinking Flaws | Annemarie Lesage | ...Service Design Network
Annemarie Lesage, a current lecturer from HEC-Montréal, speaks at SDG19 in Toronto.
Design thinking is great, but it will not magically transform an organization from product to service provider (... i.e. the next UBER!). For DT to deliver, the divergent and convergent ideation phases need to both be optimized. This presentation, based on academic research and practical case studies, is about the DT challenges we met while accompanying organisations in this evolution toward providing services: Making sure the divergent phase was really divergent and the convergent phase indeed converged towards innovative, realistic win-wins.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
A Tiny Service Design History | Daniele Catalanotto | Swiss Innovation AcademyService Design Network
We often talk about the future of Service Design. What will AI bring to it? How will machine learning change our practice? But often, we lack the basic understanding of our past. What’s the first service that ever existed in history? How old is really co-creation? In this fun talk, Daniele shares key stories about the history of our field. Starting with 10,000 BC up to 2019. This little journey will show how Service Design stole ideas from psychology, politics and even philosophy.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
John Powell from Hypergiant speaks at SDGC19 in Toronto.
Despite our best intentions, contemporary design practice increases inequity, erodes privacy, and decays happiness. Human centered design methods are assumed to be inherently self-correcting and technology and data to be neutral, but this has proven to be far from true. Let's interrogate design practice and explore more ethical methods.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Customer Behaviour by Design - Influencing Behaviour Beyond Nudging | Anne va...Service Design Network
Anne Van Lieren from Livework, speaks at SDGC19 in Toronto.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Julie Guinn from Elseiver speaks at SDGC19 in Toronto.
For designers working in complex systems environments--healthcare, finance, government and education, to name a few--success depends as much on understanding and anticipating how users will interact with a design, as on how the design will interact with the environment in which it is deployed. Failure to diagnose and address underlying system dynamics can leave even the most promising and well-intentioned ideas struggling to gain adoption, or worse, facing outright rejection. This talk will introduce the basic elements of systems, their unique characteristics and behaviours, examples of how they manifest in organisations and industries and specific implications for the design process. Finally, we'll explore a set of highly accessible methods and frameworks designers can use to navigate everyday systems complexity.
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Design von Service Systemen – Erfolgsfaktor für Dienstleister – Prof. Birgit Mager
1. SERVICE DESIGN SYMPOSIUM
November 2014 | Wien
Design von Servicesystemen
– Erfolgsfaktor für
Dienstleister
Prof. Birgit Mager
2. DESIGN VON SERVICE
SYSTEMEN
ERFOLGSFAKTOR FÜR
DIENSTLEISTER
Sonntag, 9. November 14
3. FAKT
41% aller produzierenden
Design Council UK. 2005
Unternehmen
betrachten Design
als integralen
Bestandteil
Sonntag, 9. November 14
4. THE DESIGN LADDER
Design as innovation
Design as process
Design as styling
No-design
Swedish Industrial Design fFundation
Sonntag, 9. November 14
5. FAKT
Design Council UK. 2005
Design
orientierte
sind 200%
Unternehmen
erfolgreicher an der
Börse.
Sonntag, 9. November 14
6. FAKT
Design Council UK. 2005
6%
Nur
aller Dienstleistungsunternehmen
betrachten Design als integralen
Bestandteil ihres Unternehmens
Sonntag, 9. November 14
8. MERKE!
Es ist nicht die Bahn die den
Transport erfolgreich macht -
es ist der Fahrplan!
Lucius Burckhardt. Design ist unsichtbar.
Sonntag, 9. November 14
14. 1£ FÜR 25£
„An independent evaluation of the service in
2011 showed that every £1 invested in a
design project returned over £25 within a
two-year period. Typical benefits for
participating firms have been accelerated
business growth, increased market share and
successful new product, service and brand.“
Design for Innovation. DC
Sonntag, 9. November 14
15. 1£ FÜR 26£
„In public service design it was even
£26 for £1 that had been invested.“
Design for Innovation. DC
Sonntag, 9. November 14
17. „Services sind komplexe Systeme in
denen Menschen und Technologien
choreografiert sind um einen Wert
für andere zu kreieren.
Sonntag, 9. November 14
18. „Services sind komplexe Systeme
in denen Menschen und
Technologien choreografiert sind um
einen Wert für andere zu kreieren.
Sonntag, 9. November 14
22. Wicked Problems Horst Rittel
Es gibt keine abschließende Definition eines „wicked problems“.
Sonntag, 9. November 14
23. Wicked Problems Horst Rittel
Es gibt keine abschließende Definition eines „wicked problems“.
„Wicked problems“ sind niemals endgültig gelöst.
Sonntag, 9. November 14
24. Wicked Problems Horst Rittel
Es gibt keine abschließende Definition eines „wicked problems“.
„Wicked problems“ sind niemals endgültig gelöst.
Lösungen für „wicked problems“ sind nicht richtig oder falsch.
Sonntag, 9. November 14
25. Wicked Problems Horst Rittel
Es gibt keine abschließende Definition eines „wicked problems“.
„Wicked problems“ sind niemals endgültig gelöst.
Lösungen für „wicked problems“ sind nicht richtig oder falsch.
Es gibt keinen kurzfristigen oder endgültigen Test für Lösungen von
„wicked problems“.
Sonntag, 9. November 14
26. Wicked Problems Horst Rittel
Es gibt keine abschließende Definition eines „wicked problems“.
„Wicked problems“ sind niemals endgültig gelöst.
Lösungen für „wicked problems“ sind nicht richtig oder falsch.
Es gibt keinen kurzfristigen oder endgültigen Test für Lösungen von
„wicked problems“.
Lösungen für „wicked problems“ sind unwiderruflich.
Sonntag, 9. November 14
27. Service Design gestaltet Service
Systeme, die aus Nutzer-
Perspektive nützlich, nutzbar und
begehrenswert sind und aus
Anbieter-Perspektive Wert und
Differenzierung schaffen
Sonntag, 9. November 14
28. Service Design - Gestaltung komplexer Systeme
Sonntag, 9. November 14
29. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Sonntag, 9. November 14
30. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Sonntag, 9. November 14
31. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Zoomen
Sonntag, 9. November 14
32. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Zoomen
Prozessorientiertes Denken
Sonntag, 9. November 14
33. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Zoomen
Prozessorientiertes Denken
Deep Dive
Sonntag, 9. November 14
34. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Zoomen
Prozessorientiertes Denken
Deep Dive
Co-Creation
Sonntag, 9. November 14
35. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Zoomen
Prozessorientiertes Denken
Deep Dive
Co-Creation
Visualisierung
Sonntag, 9. November 14
36. Service Design - Gestaltung komplexer Systeme
Interdisziplinäre Teams
Frame und Reframe
Zoomen
Prozessorientiertes Denken
Deep Dive
Co-Creation
Visualisierung
Prototyping
Sonntag, 9. November 14
51. SERVICE DESIGN
Warten beginnt in dem Moment in dem man entscheidet in die
Ambulanz zu gehen
Sonntag, 9. November 14
52. SERVICE DESIGN
Warten beginnt in dem Moment in dem man entscheidet in die
Ambulanz zu gehen
Information über zu erwartende Wartezeit
Sonntag, 9. November 14
53. SERVICE DESIGN
Warten beginnt in dem Moment in dem man entscheidet in die
Ambulanz zu gehen
Information über zu erwartende Wartezeit
Information üer Gründe des Wartens
Sonntag, 9. November 14
54. SERVICE DESIGN
Warten beginnt in dem Moment in dem man entscheidet in die
Ambulanz zu gehen
Information über zu erwartende Wartezeit
Information üer Gründe des Wartens
Entkopplung des Wartens vom Wartezimmer
Sonntag, 9. November 14
55. SERVICE DESIGN
Warten beginnt in dem Moment in dem man entscheidet in die
Ambulanz zu gehen
Information über zu erwartende Wartezeit
Information üer Gründe des Wartens
Entkopplung des Wartens vom Wartezimmer
Umgestaltung des Wartezimmers
Sonntag, 9. November 14
56. SERVICE DESIGN
Warten beginnt in dem Moment in dem man entscheidet in die
Ambulanz zu gehen
Information über zu erwartende Wartezeit
Information üer Gründe des Wartens
Entkopplung des Wartens vom Wartezimmer
Umgestaltung des Wartezimmers
Umstrukturierung der administrativen Prozesse
Sonntag, 9. November 14
60. SERVICE DESIGN
Ganzheitliche Betrachtung des Systems
Interdisziplinäre Arbeit
In die Welt der Akteure eintauchen
Sonntag, 9. November 14
61. SERVICE DESIGN
Ganzheitliche Betrachtung des Systems
Interdisziplinäre Arbeit
In die Welt der Akteure eintauchen
Partizipativer und kreativer Designprozess
Sonntag, 9. November 14
62. SERVICE DESIGN
Ganzheitliche Betrachtung des Systems
Interdisziplinäre Arbeit
In die Welt der Akteure eintauchen
Partizipativer und kreativer Designprozess
Visualisieren, Mock Ups, Prototypen
Sonntag, 9. November 14
63. SERVICE DESIGN
Ganzheitliche Betrachtung des Systems
Interdisziplinäre Arbeit
In die Welt der Akteure eintauchen
Partizipativer und kreativer Designprozess
Visualisieren, Mock Ups, Prototypen
„Learn to fail early“
Sonntag, 9. November 14
64. SERVICE DESIGN LEVELS
STRATEGISCHER
LEVEL
SYSTEM LEVEL
INTERFACE LEVEL
Birgit Mager, 2011
Sonntag, 9. November 14
75. Begeisterungsfaktoren
Dimension Beschreibung der Kundensicht Beschreibung der Dimension
Flexibilität
s „mein Anliegen wird spontan und unbürokra-tisch
betreut“
s „die Deutsche Bank betreut mein Anliegen
solange, bis sie eine Lösung gefunden hat“
s „Ich werde bedingungslos und umfassend in
einer Notsituation entlastet“
s Der Mitarbeiter hat die Kommunikati-onsfähigkeiten
und Handlungsspielräu-me
spontan zu handeln
s Lösungsgarantie
s Entlastung der Kunden in Notsituatio-nen
auch in Bereichen, die nicht zum
Kerngeschäft der Deutschen Bank
gehören
Einfühlungsvermögen
s „die Mitarbeiter gehen auf meine emotionale
Situation ein“
s „die Mitarbeiter kommen aktiv auf mich zu und
sind mir einen Schritt voraus“
s „die Mitarbeiter gehen in ihrem Job auf“
s Empathische Kommunikation
s Pro-aktives und voraussehendes Han-deln
s Hohe Mitarbeiterzufriedenheit
Großzügigkeit
s „für mich wird mehr als das Notwendige
getan“
s „die Deutsche Bank handelt zu meinen Guns-ten
und ich erhalte unerwartete Geschenke“
s Unerwartete und großzügige Geschen-ke
für die Kunden
s Handeln aus der Sicht und zu Gunsten
der Kunden
DB Direkt, CuBe: Begeisterungsfaktoren Bonn, den 12.05.09
Sonntag, 9. November 14
80. Members Day - Nov. 2013
SWEDEN DENMARK FINLAND POLAND
FRANCE GERMANY UNITED KINGDOM AUSTRIA
BEIJING KOREA JAPAN BRAZIL
CHICAGO NEW YORK CITY
SAN FRANCISCO
nat i o n a l c h a p t e r s
Sonntag, 9. November 14
81. Members Day - Nov. 2013
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volume 2 | no. 3 | 12,80 euro
-DQXDU
Connecting the Dots
• Service Design as Business
Change Agent
Mark Hartevelt and Hugo Raaijmakers
• MyPolice – Service Designers as
Entrepreneurs: Just Doing It
Lauren Currie and Sarah Drummond
• Service Design at a Crossroads
Lucy Kimbell
volume 4 | no. 3 | 12,80 euro
January 2013
Cultural Change
by Service Design
Living Service Worlds ¬ How Will
Services Know What You Intend?
Shelley Evenson
Complete Small, Affordable and
Successful Service Design Projects
By Chris Brooker
A Time Machine for Service
Designers
By Julia Leihener and Dr. Henning Breuer
2009
2010
2011
2012
2013
Sonntag, 9. November 14
82. nat i o n a l g lo b a l conferences
CAMBRIDGE, OCT 2009 BERLIN, MAY 2010
MADEIRA, OCT 2009
SAN FRANCISCO, OCT 2011 PARIS, JUNE 2012 SEOUL, OCT 2012 COLOGNE, JUNE 2012
AMSTERDAM, MAY 2008
TOKYO, MAY 2013 SAO PAULO, AUG 2013 CARDIFF, NOV 2013
Seoul, DC 2013
Sonntag, 9. November 14