Post on 27-Jan-2015
description
Poznan University of Economics
Wzorcownia usług - zakład doświadczalny
Service Design WorkshopInterface. Interaction. Experience.
dr Marcin Chłodnicki
IxDA Second Meeting
Poznan University of Economics
What is Service Design?
Poznan University of Economics
Poznan University of Economics
IxDA Second Meeting
Poznan University of Economics
Punkty widzenia na Service Design
SD+
Interface design
SD+
Customer
Experience
SD+
Sensualisation
SD+
Interaction design
IxDA Second Meeting
Poznan University of Economics
Punkty widzenia na service design
SD+
Interface design
IxDA Second Meeting
Poznan University of Economics
Punkty widzenia na service design
SD+
Interaction design
IxDA Second Meeting
Poznan University of Economics
Strategic Planning Assumption
By 2013, mobile phones will overtake PCs as the
most-common Web access device worldwide.
By 2015, context will be as influential to mobile
consumer services and relationships as search
engines are to the Web.
gartner.com
Undestanding design. Global trends.
IxDA Second Meeting
Poznan University of Economics
SD+
Customer
Experience
Punkty widzenia na service design
IxDA Second Meeting
Poznan University of Economics
SD+
Customer
Experience
Punkty widzenia na service design
IxDA Second Meeting
Poznan University of Economics
Design concepts.Customer journeysTouchpoints Back stage and front stage:
Poznan University of Economics
Customer journeysTouchpoints
IxDA Second Meeting
Poznan University of Economics
Managerial concepts.Customers and other stake-holdersService experiences are multifacetedHolistic approach Service co-creation and sharingTime and waiting lines
Poznan University of Economics
Service experiences are multifaceted
Poznan University of Economics
Holistic approach
Poznan University of Economics
Service co-creation and sharing
IxDA Second Meeting
Poznan University of Economics
Proces projektowania
What is a role of designer in services? How does design process flow?
IxDA Second Meeting
Poznan University of Economics
What is a role of designer in services?
Designers are intermediators
Arne van Oosterom
DesignThinkers Amsterdam
Lecture at the Management Center Innsbruck 2009
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
all the stakeholders
clarity in offer as
Poznan University of Economics
all the stakeholders
clarity in offer as a service provider
observations
ideas generation
prototyping
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
Poznan University of Economics
Marcin ChłodnickiKatedra Usług
Thank you