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SERVICE DESIGN服务设计

服務設計

サービスデザイン 서비스 디자인Thiết kế dịch vụSerbisyo ng DisenyoDiseño del Servicioการออกแบบ บริการتصمیم الخدمة

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DEFINITION

Service Design is crafting a service ecosystem that makes everybody involved in the interaction of that service have a positive interaction.

Being service designer is like being a writer, writing a beautiful storyline that is favourable to all the characters in the movie. In that movie everybody wins.

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Goods Dominant logic- Less connection with users- Only return when product breaks

Service Dominant logic- More touchpoints with customers- Faster feedbacks- Long term relation with customers

WHY - PRODUCT vs SERVICE

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WHY

- Building better services- Solve problems- Faster iterations- Matching expectations and experience- More feedbacks

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PROCESS

Customer Journey { - Exploration- Creation / Reflection- Implementation

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PROCESS

Documentation {- Persona ( Data driven or Ad Hoc )- Interviews with customers and stakeholders- Customer Journey Maps- Stakeholder Maps- Value Network Maps- Service Blueprint- Implementation Plan- Business Model

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PROCESS

Prototype { - Storyboards- Act out- Physical models- Scenarios

Prototype > Assess > Improve > Repeat

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GLOBAL SERVICE JAM VANCOUVER 2015

● Service Design Hackathon● 300+ Projects● 95 Participating countries● 48 Hours● Vancouver Service Jam hosted at Emily Carr University

#GSJam on Twitter and Instagram

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STAGE 1 BRAINSTORMING

- Finding a problem- Collaboration across organisation- Working with customers- Judgement free ideation- Building on ideas- Encourage crazy ideas

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STAGE 2USER RESEARCH

- Interviewing people- Building / Drawing solutions- Documenting the findings

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STAGE 3BUILD–RAWING

- Customer Journey- Interaction Designs

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STAGE 4ACTING OUT

- Real scenario- Touchpoints

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THE MARSHMALLOW CHALLENGE at GLOBAL SERVICE JAM VANCOUVER 2015

- If you are wondering, my team won- Tallest out of five groups- I wasn’t even there.

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VANCOUVER SERVICE JAMMERS 2015

Check out my team project

bit.ly/Mood-food-Vancouver

Check out rest of VancouverService Jam projects

bit.ly/gsjam-vancouver-2015

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THANK YOU謝謝

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