View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Medlemsorganisationens muligheder ved digitalt

servicedesign

Groupcare 6. oktober 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Hej Jeg hedder Morten

MORTEN GADE Partner, Kontrapunkt A/S

mga@kontrapunkt.com 52 14 59 70

@mortengade

www.mortengade.dk www.kontrapunkt.com

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 3 3

Kontrapunkt er det førende skandinaviske designbureau.

Vi udvikler brands og designer 360° brandoplevelser gennem visuelle identiteter, kommunikation, services, produkter, adfærd og omgivelser.

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 4

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 5

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 6

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

7

DIG

Efter Osterwalder & Pigneur: Value Proposition Design

Motivatorer

Barrierer Brugerens opgave Din service

Gør det lettere

Skaber incitament

DIN BRUGER

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Et globalt marked betyder, at brugernes forventninger

er øget dramatisk de seneste år.

8 MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 9

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 10

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 11

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 12

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 13

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 14

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

KONTRAPUNKT© 2013 15

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

En service er et værktøj, der gør en opgave nemmere for din målgruppe.

De bedste services skaber også større ændringer.

16 MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

eTilbudsavis er en service, der gør det let for dig at finde den laveste pris på en kasse øl.

eTilbudsavis er en af Danmarks mest populære digital services, installeret på over 1 million devices.

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MobilePay gør det let at give penge til andre.

MobilePayændrer måden, vi sender penge til hinanden. Det ændrer måden vi bruger DBA, loppemarkeder, butikker og meget mere.

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Airbnb gør det let at bo til leje privat.

Airbnb har ændret måden, vi bor på, når vi er ude at rejse.

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

I en organisation er en digital service en teknologiunderstøttet interaktion med et medlem.

20 MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Kontrapunkt ©

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Hvad kendetegner den vellykkede service?

25 MORTEN GADE / KONTRAPUNKT 2015

1) Opfylder et reelt & erkendt brugerbehov – bedre!

2) Realiserer organisationens ideelle mål

3) Gør gavn af accepteret teknologi

4) Er synkroniseret med organisationens arbejdsgange

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 26

Fragmenteret?

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 27

Formuler det løfte, der kan definere alt andet

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 28

(formålsparagraffen?)

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 29

Brandløfte

Services

Produkter Kommunikation Omgivelser

Visuelt udtryk Adfærd

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 30

Image Selvbillede

Ønsket image

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 31

Byg en sandkasse

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Frontstage & backstage

32 MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Kontrapunkt ©

I frontstage interagerer brugeren direkte med serviceudbyderen

Hvert kontaktpunkt kalder vi et touchpoint.

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015

I backstage udfører serviceudbyderen de nødvendige opgaver for at støtte frontstage –

dette er usynligt for brugeren.

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 35

”Almindelige” kunder og medlemmer er utaknemmelige. De er ligeglade med backstage.

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 36

Men man kan levere bedre service eller spare ressourcer ved at bearbejde

både frontstage og backstage

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Kontrapunkt ©

Brugerhandlinger

Kontraktflader/touchpoints

Medarbejder-handlinger

Backstage-personale

Støtte-processer

TID

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Kontrapunkt ©

Kunde bestiller

burger

Kunde venter

Kunde beder om

vand

Kunde modtager

ordre

Menu Samtale Burger

Tjener tager noter

Tjener spørger til

kunde

Tjener leverer burger

Tjener indtaster bestilling

Kok modtager bestilling,

laver burger

Kov leverer

burger til tjener

Ordre-system

Ingre-dienser

Brugeroplevelse

Kontraktflader/touchpoints

Medarbejder-handlinger

Backstage-personale

Støtte-processer

TID

EKSEMPEL

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Kontrapunkt ©

Kunde bestiller

burger

Kunde venter

Kunde beder om

vand

Kunde modtager

ordre

Menu Samtale Burger

Tjener tager

noter – på iPad

Tjener spørger til

kunde

Tjener leverer burger

Kok modtager bestilling, laver mad

Kov leverer

burger til tjener

Ordre-system, app, ingre-dienser

Brugeroplevelse

Kontraktflader/touchpoints

Medarbejder-handlinger

Backstage-personale

Støtte-processer

TID

EKSEMPEL / ITERATION

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 40

Som medlemsorganisation flyder frontstage og backstage sammen

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

41

Valgt

Medlem Frivillig

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Men det kan lade sig gøre!

42 MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 43

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

MORTEN GADE / KONTRAPUNKT 2015 44

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

”Det har jeg aldrig prøvet før, så det klarer jeg helt sikkert!”

PIPPI

45 MORTEN GADE / KONTRAPUNKT 2015

View > Header & Footer

The Kontrapunkt logo should be covered up with a white ‘block’ if it gets in the way, or distracts from the content of the slide.

CONTENT LIMIT CONTENT LIMIT

MAXIMUM CONTENT WIDTH RECOMMENDED CONTENT

Kontrapunkt PowerPoint Template / Release date: 2004-09-16 TIP / Use View > Guides (Apple-G) to toggle guides on/off

Tak MORTEN GADE

Partner, Kontrapunkt A/S

mga@kontrapunkt.com 52 14 59 70

@mortengade

www.mortengade.dk www.kontrapunkt.com