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Service Design Thinking
The document discusses service design thinking, emphasizing its interdisciplinary nature and iterative processes for creating user-centered services. Key concepts include service-dominant logic, value co-creation, and the evolution of marketing towards experiential design. Various tools and principles for effective service design, such as customer journey mapping and stakeholder mapping, are outlined.
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Service Design Thinking
- 1. Service Design Thinking MarcStickdorn — fall 2012
- 2. Buzzword Bingo Service Design Thinking Service Design Tools Buzzword bingo Service Design Thinking Marc Stickdorn — fall 2012
- 3. Buzzword Bingo Service Design Thinking Service Design Tools Service-Dominant Logic Service Design Thinking Marc Stickdorn — fall 2012
- 4. Buzzword Bingo Service Design Thinking Service Design Tools Service-Dominant Logic The service beyond the product Service Design Thinking Marc Stickdorn — fall 2012
- 5. Buzzword Bingo Service Design Thinking Service Design Tools Service Dominant Logic Product OR SERVICE? Der Service hinter dem Produkt Anrufbeantworter Service Design Thinking Marc Stickdorn — fall 2012
- 6. Buzzword Bingo Service Design Thinking Service Design Tools GOODS-Dominant Logic Value-in-Exchange Service Design Thinking Marc Stickdorn — fall 2012
- 7. Buzzword Bingo Service Design Thinking Service Design Tools Service-Dominant Logic Value-in-Exchange Value-in-Use Service Design Thinking Marc Stickdorn — fall 2012
- 8. Buzzword Bingo Service Design Thinking Service Design Tools Service-Dominant Logic Value co-creation Service Design Thinking Marc Stickdorn — fall 2012
- 9. Buzzword Bingo Service Design Thinking Service Design Tools Think in services: “We don’t think of the Kindle Fire as a tablet. We think of it as a service.” — Jeffrey Bezos founder, president, CEO and chairman of the board of Amazon.com Service Design Thinking Marc Stickdorn — fall 2012
- 10. Buzzword Bingo Service Design Thinking Service Design Tools Experience Economy Service Design Thinking Marc Stickdorn — fall 2012
- 11. Buzzword Bingo Service Design Thinking Service Design Tools Experience Economy Commodity Service Design Thinking Marc Stickdorn — fall 2012
- 12. Buzzword Bingo Service Design Thinking Service Design Tools Experience Economy Commodity Goods Service Design Thinking Marc Stickdorn — fall 2012
- 13. Buzzword Bingo Service Design Thinking Service Design Tools Experience Economy Commodity Goods SERVICE Service Design Thinking Marc Stickdorn — fall 2012
- 14. Buzzword Bingo Service Design Thinking Service Design Tools Experience Economy Commodity Goods SERVICE Experience Service Design Thinking Marc Stickdorn — fall 2012
- 15. Buzzword Bingo Service Design Thinking Service Design Tools Experience Economy Commodity Goods SERVICE Experience Transformation Service Design Thinking Marc Stickdorn — fall 2012
- 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
- 17. Buzzword Bingo Service Design Thinking Service Design Tools Social Media Service Design Thinking Marc Stickdorn — fall 2012
- 18. Buzzword Bingo Service Design Thinking Service Design Tools Social Media Service Design Thinking Marc Stickdorn — fall 2012
- 19. Buzzword Bingo Service Design Thinking Service Design Tools Social Media Service Design Thinking Marc Stickdorn — fall 2012
- 20. Buzzword Bingo Service Design Thinking Service Design Tools Dave Carroll – United breaks guitars Service Design Thinking 11.500.000+ Marc Stickdorn — fall 2012
- 21. Buzzword Bingo Service Design Thinking Service Design Tools Dave Carroll – United breaks guitars Service Design Thinking 11.500.000+ Marc Stickdorn — fall 2012
- 22. Buzzword Bingo Service Design Thinking Service Design Tools marketing shifts from communications to experiences Service Design Thinking Marc Stickdorn — fall 2012
- 23. Buzzword Bingo Service Design Thinking Service Design Tools marketing shifts from communications to experiences Service Design Thinking Marc Stickdorn — fall 2012
- 24. Buzzword Bingo Service Design Thinking Service Design Tools #ServiceDesign Service Design Thinking Marc Stickdorn — fall 2012
- 25. Buzzword Bingo Service Design Thinking Service Design Tools Service Design is not new. Service Design Thinking Marc Stickdorn — fall 2012
- 26. Buzzword Bingo Service Design Thinking Service Design Tools Service Design is not new. Marketing IT Design SALES Corporate communications Infrastructure Usability Point-of-Sales Customer relationship Technical support Look and feel Customer support management Service Design Thinking Marc Stickdorn — fall 2012
- 27. Buzzword Bingo Service Design Thinking Service Design Tools Marketing IT SALES Design Service Design Thinking Marc Stickdorn — fall 2012
- 28. Buzzword Bingo Service Design Thinking Service Design Tools Service design is inter-disciplinary. Marketing Manager IT Marketer Designer SALES Developer Psychologist Design Service Design Thinking Marc Stickdorn — fall 2012
- 29. Buzzword Bingo Service Design Thinking Service Design Tools Service design is inter-disciplinary. Service Design Thinking Marc Stickdorn — fall 2012
- 30. Buzzword Bingo Service Design Thinking Service Design Tools Every discipline has its language. Service Design Thinking Marc Stickdorn — fall 2012
- 31. Buzzword Bingo Service Design Thinking Service Design Tools Service design thinking is a common language. Service Design Thinking Marc Stickdorn — fall 2012
- 32. Buzzword Bingo Service Design Thinking Service Design Tools Service design thinking is an iterative process. EXPLORATION CREATION REFLECTION IMPLEMENTATION Service Design Thinking Marc Stickdorn — fall 2012
- 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.
- 36. Buzzword Bingo Service Design Thinking Service Design Tools 5 basic Principles Service Design Thinking Marc Stickdorn — fall 2012
- 37. Buzzword Bingo Service Design Thinking Service Design Tools 1 User-centred Service Design Thinking Marc Stickdorn — fall 2012
- 38. Buzzword Bingo Service Design Thinking Service Design Tools 2 Co-Creative Service Design Thinking Marc Stickdorn — fall 2012
- 39. Buzzword Bingo Service Design Thinking Service Design Tools 3 SEQUEncing Service Design Thinking Marc Stickdorn — fall 2012
- 40. Buzzword Bingo Service Design Thinking Service Design Tools 4 EVIDENCING Service Design Thinking Marc Stickdorn — fall 2012
- 41. Buzzword Bingo Service Design Thinking Service Design Tools 5 HOLISTIC Service Design Thinking Marc Stickdorn — fall 2012
- 42. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Marc Stickdorn — fall 2012
- 43. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Marc Stickdorn — fall 2012
- 44. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Marc Stickdorn — fall 2012
- 45. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Marc Stickdorn — fall 2012
- 46. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Marc Stickdorn — fall 2012
- 47. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Marc Stickdorn — fall 2012
- 48. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Contextual Interviews Marc Stickdorn — fall 2012
- 49. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Ethnography Marc Stickdorn — fall 2012
- 50. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Mobile Ethnography Marc Stickdorn — fall 2012
- 51. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Personas Marc Stickdorn — fall 2012
- 52. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Stakeholder Mapping Marc Stickdorn — fall 2012
- 53. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Value Network Mapping Marc Stickdorn — fall 2012
- 54. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Customer Journey Mapping Marc Stickdorn — fall 2012
- 55. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Digital Service Mapping — smaply Marc Stickdorn — fall 2012
- 56. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Service Advertisments Marc Stickdorn — fall 2012
- 57. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Business Model Canvas Marc Stickdorn — fall 2012
- 58. Buzzword Bingo Service Design Thinking Service Design Tools Service Design Thinking Theatrical Tools Marc Stickdorn — fall 2012
- 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