Service Design Thinking
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A presentation we (Jakob Schneider & Marc Stickdorn) use to frame why we need service design thinking and to explain the basics, process, methods and tools. If you're interested in our work, have a look at our websites: The book "This is Service Design Thinking": http://www.tisdt.com The customer journey software "smaply" http://www.smaply.com The customer experience ethnography app and software "myServiceFellow": http://www.myservicefellow.com
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Service Design Thinking
- 1. Service Design Thinking Marc Stickdorn — fall 2012
- 2. Buzzword Bingo Service Design Thinking Service Design Tools Buzzword bingo Service Design Thinking Marc Stickdorn — fall 2012
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- 16. Buzzword Bingo Service Design Thinking Service Design Tools The war of ecosystems “The battle of devices has now become a war of ecosystems, where ecosystems include not only the hardware and software of the device, but developers, applications, ecommerce, advertising, search, social applications, location-based services, unified communications and many other things. Our competitors aren’t taking our market share with devices; they are taking our market share with an entire ecosystem. This means we’re going to have to decide how we either build, catalyse or join an ecosystem.” — Stephen Elop, CEO of Nokia Service Design Thinking Marc Stickdorn — fall 2012
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- 33. Buzzword Bingo Service Design Thinking Service Design Tools Service design thinking is an iterative process. Exploration EXPLORATION EXPLORATION Creation CREATION CREATION Reflection REFLECTION REFLECTION Implementation IMPLEMENTATION IMPLEMENTATION Service Design Thinking Marc Stickdorn — fall 2012
- 34. Buzzword Bingo Service Design Thinking Service Design Tools Service design thinking is an iterative process. DISCOVER DEFINE DEVELOP DELIVER Service Design Thinking The Double diamond as described by the Marc Stickdorn — fall 2012 British Design Council
- 35. Buzzword Bingo Service Design Thinking Service Design Tools Service design thinking is an iterative process. Service Design Thinking The Squiggle by Damien Newman Marc Stickdorn — fall 2012 from Central Inc.
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- 37. Buzzword Bingo Service Design Thinking Service Design Tools 1 User-centred Service Design Thinking Marc Stickdorn — fall 2012
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- 59. Buzzword Bingo Service Design Thinking Service Design Tools FURTHER INTEREST? BOOKS AGENCIES Service-Dominant Logic: Work•Play•Experience: www.workplayexperience.com “The Service-Dominant Logic of Marketing” by Robert Lusch Stephen Vargo (2006) DesignThinkers: www.designthinkers.nl Experience Economy: Snook: www.wearesnook.com “The Experience Economy” mindsmakers: www.mindsandmakers.com by Joseph Pine II James Gilmore (1999) Process Principles: This is Service Design Thinking Online ressources by Marc Stickdorn Jakob Schneider (2010) twitter: #servicedesign www.designthinkingnetwork.com Double Diamond: British Design Council www.servicedesignbooks.org www.service-design-network.org Squiggle: Damien Newman www.servicedesigntools.org www.tisdt.com www.globalservicejam.org Service Design Thinking Marc Stickdorn — fall 2012 #TiSDT
- 60. Buzzword Bingo Service Design Thinking Service Design Tools Thanks a lot. Marc Stickdorn — @MrStickdorn — www.tisdt.com Service Design Thinking Marc Stickdorn — fall 2012