ixda poznan #3 marcin chłodnicki: service design workshop
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TRANSCRIPT
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Poznan University of Economics
Wzorcownia usług - zakład doświadczalny
Service Design WorkshopInterface. Interaction. Experience.
dr Marcin Chłodnicki
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IxDA Second Meeting
Poznan University of Economics
What is Service Design?
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Poznan University of Economics
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Poznan University of Economics
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IxDA Second Meeting
Poznan University of Economics
Punkty widzenia na Service Design
SD+
Interface design
SD+
Customer
Experience
SD+
Sensualisation
SD+
Interaction design
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IxDA Second Meeting
Poznan University of Economics
Punkty widzenia na service design
SD+
Interface design
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IxDA Second Meeting
Poznan University of Economics
Punkty widzenia na service design
SD+
Interaction design
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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.
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IxDA Second Meeting
Poznan University of Economics
SD+
Customer
Experience
Punkty widzenia na service design
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IxDA Second Meeting
Poznan University of Economics
SD+
Customer
Experience
Punkty widzenia na service design
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IxDA Second Meeting
Poznan University of Economics
Design concepts.Customer journeysTouchpoints Back stage and front stage:
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Poznan University of Economics
Customer journeysTouchpoints
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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
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Poznan University of Economics
Service experiences are multifaceted
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Poznan University of Economics
Holistic approach
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Poznan University of Economics
Service co-creation and sharing
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IxDA Second Meeting
Poznan University of Economics
Proces projektowania
What is a role of designer in services? How does design process flow?
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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
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
all the stakeholders
clarity in offer as
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Poznan University of Economics
all the stakeholders
clarity in offer as a service provider
observations
ideas generation
prototyping
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
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Poznan University of Economics
Marcin ChłodnickiKatedra Usług
Thank you