22. BIG IDEA
Printing press
!
!
!
Graphic Design
Industrial age
!
!
!
Industrial Design
!
Computer age
Mobile age
!
!
Interaction
design
Coordinating all
these resulting
channels
!
Service design
36. BIG IDEAPeople
Employees and
other customers
encountered while the
service is produced.
Place
The physical space or
the virtual environment
through which the
service is delivered.
Prop
The objects and
collateral used to
produce the
service encounter.
Forms, products,
signage, etc.
Partner
Other businesses or
entities that help to
produce or enhance
the service encounter.
Process
Workflows and rituals
that are used to
produce the service
encounter. Relates the
people, place, props,
and partners.
The 5 P’s…
37. BIG IDEA
Which take place over time…
Service Cycle
Entise
Enter
Experience
Exit
Extend
Use
Retain
Orient
Attr
act
Entice
38. BIG IDEA
Which take place over time…
Service Cycle
Entise
Enter
Experience
Exit
Extend
Use
Retain
Orient
Attr
act
Entice
42. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Holistic
IN HOUSE
ENTITIES
SECONDARY
PARTNERS
DIRECT
PARTNERS
$
$
$
SELL
PAYFORENERGYSELLEXCESSENERG
Y
CERTIFIES ENERGY PRODUCTS
SELL
SELL
FUNDING&INCENTIVES
PROVIDE ECO MORTGAGE SECURITIES
CLIENTS &
CERTIFICATION
COM
M
ISSION
&
PRICING
PROVIDE SATELLITE DATA
PROVIDES
DATA
&
CERTIFICATION
OF
PRODUCTS
SELL
SELL
SELL
SELL
TECH DATA
REGULATE ENERGY MIX/CARBON ALLOWANCES
REGULATE ENERGY MIX/CARBON ALLOWANCES
SELLENERGY
SUBSIDIZESCONSUMERCOST
DETERMINE
DETERMINEABOUTOFECOLOANS
CONTRACT
CONTRACT
REGULATEDEMAND
REGULATEDEMAND
DETERMINE POLICY
DETERMINE POLICY
PROVI
DE
ENERGY BILL DATA
$
$
$
$
$
$
!
$
Cash Sources
Threats to Peek
$
COMMISSIONSTOBUILD
COMMISSIONS TO BUILD
INSTALL AND SUPPORT
Peek
Renewable
Energy
Certificates
Personal
PV System
Installation
Energy
Brokerage
Department of
Energy
Fannie &
Freddie May
Local Utilities
!
Renewable
Electricity
Providers
Renewable
energy
certificate
providers
Carbon Offset
providers
Green-E
!
ISOs
Mint.com
Smart Grid
Policy
Federal
Government
!
State
Government
!
Local Utilities
Home Owners
with renewable
Power
Resources
Green-E
OEM for
Controller
Boxes
Solar Panel
OEMS
!
Solar Panel
Dealer/
Installers
EEM Auditors
Contractors for
Home Efficiency Local Utilities
Credit Bureaus
Smart Grid
Policy
!
Local and State
Government
!
Congress
Bing Maps
OEM for
Controller
Boxes & in
Home Energy
Monitoring
touchpoints
peek
51. Service Blueprinting
A good tool for exploring the operations of your service. Think of
it like an architectural blueprints, it tells you how to build it.
67. • With your group (still not final
group) generate some service
areas to explore based on
theme. For example, a service
for addressing community
elder care.
• The prompt: “What if we used
____ to address ____”
• Remember to think outside
the… box?
• Select 2 ideas to share with
the whole SF Jam.
Idea brainstorm
Service categories
• Government
• Community
• Business to business
• Sharing platforms
• Rental
• Transportation
• Healthcare
• Legal
• Food services
• Entertainment
• Financial services
70. Overview of what’s needs to
happen before heading home
• Get to know your team
• Create your focus statement
• Make a team page on the planet jam site
• Post your focus statement to your project page
71. Get to know your team
• Find a work area. Marked with the jam jars.
• Exchange contact info
• As a team, each member states their reason for
attending the jam, what they hope to get out of it,
something they can offer the group, and something
the group could help them with.
• Name your team
72. Focus statement
• What sector are you working in?
• What are you focusing on for the Jam? (for
example: we want to explore improving the service
experience for package delivery)
• We’re not looking for solutions. Just a direction to
head in Saturday morning.
73. The Jam is on!
Meet back up here at 8:45pm to share your focus statement.
77. Before you leave
• Tomorrow your on your own for meals. Fit them into
your workflow.
• Bring tools
• Camera
• Legos or simular
• Notebook
• Laptop
• Bring a random toy or prop for you and other
jammers to use.
• Doors open at 9am. Coffee and snacks will
be provided