1. Service Design Workshop
Interface. Interaction. Experience.
Wzorcownia usług
- zakład doświadczalny
dr Marcin Chłodnicki
Poznan University of Economics

2. IxDA Second Meeting
What is Service Design?
Poznan University of Economics

3. Poznan University of Economics

4. Poznan University of Economics

5. Punkty
IxDA Second Meeting
widzenia SD+ SD+
Interface design Interaction design
na Service
Design
SD+ SD+
Customer Sensualisation
Experience
Poznan University of Economics

6. Punkty
IxDA Second Meeting
widzenia SD+
na service Interface design
design
Poznan University of Economics

7. Punkty
IxDA Second Meeting
widzenia SD+
na service Interaction design
design
Poznan University of Economics

8. IxDA Second Meeting
Undestanding design. Global trends.
Strategic Planning Assumption
By 2013, mobile phones will overtake PCs as the
most-common Web access device worldwide.
By 2015, context will be as influential to mobile
consumer services and relationships as search
engines are to the Web.
gartner.com
Poznan University of Economics

9. Punkty
IxDA Second Meeting
widzenia SD+
na service
Customer
design
Experience
Poznan University of Economics

10. Punkty
IxDA Second Meeting
widzenia SD+
na service
Customer
design
Experience
Poznan University of Economics

11. IxDA Second Meeting
Design concepts.
Customer journeys
Touchpoints
Back stage and front stage:
Poznan University of Economics

12. Customer journeys
Touchpoints
Poznan University of Economics

13. IxDA Second Meeting
Managerial concepts.
Customers and other stake-holders
Service experiences are multifaceted
Holistic approach
Service co-creation and sharing
Time and waiting lines
Poznan University of Economics

14. Service experiences
are multifaceted
Poznan University of Economics

15. Holistic
approach
Poznan University of Economics

16. Service co-creation and sharing
Poznan University of Economics

17. IxDA Second Meeting
Proces projektowania
What is a role of designer in services?
How does design process flow?
Poznan University of Economics

18. What is a role of designer in services?
IxDA Second Meeting
Designers are
intermediators
Arne van Oosterom
DesignThinkers Amsterdam
Lecture at the Management Center Innsbruck 2009 Poznan University of Economics

19. Poznan University of Economics

20. Poznan University of Economics

21. all the stakeholders
clarity in offer as
Poznan University of Economics

22. all the stakeholders
clarity in offer as
a service provider
observations
ideas generation
prototyping
Poznan University of Economics

23. Poznan University of Economics

24. Poznan University of Economics

25. Poznan University of Economics

26. Poznan University of Economics

27. Poznan University of Economics

28. Poznan University of Economics

29. Poznan University of Economics

30. Thank you
Marcin Chłodnicki
Katedra Usług
Poznan University of Economics