This is Service Design Thinking @ UXCamp CPH 4-2014

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<ul><li><p>Service Design Thinking</p><p>UX Camp Kbenhavn</p><p>Jakob Schneider</p><p>2014</p></li><li><p>UX Camp CPH</p><p>Co-Editor / Co-Author Visual Designer</p><p>Creative Director Partner</p><p>Co-Founder Lead Designer</p><p>Co-Founder Lead Designer</p><p>Jakob Schneider</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>DESIGN THINKINGSERVICE DESIGN</p><p>CUSTOMER EXPERIENCESERVICE MARKETING</p><p>NEW MARKETINGHUMAN-CENTERED DESIGN</p><p>SERVICE DESIGN THINKING</p><p>BUZZWORD BINGO</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service design thinking is an iterative process.</p><p>REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>DISCOVER DEFINE DEVELOP DELIVER</p><p>The Double diamond as described by the </p><p>British Design Council</p><p>Service design thinking is an iterative process.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service design thinking is an iterative process.</p><p> The Squiggle by Damien Newman </p><p>from Central Inc.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>DESIGN RESEARCH</p><p>EARLY PROTOTYPING</p><p>ITERATIVE PROCESS</p><p>BUZZWORD BINGO</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>A CUSTOMER JOURNEYFROM THE PERSONA PERSPECTIVE</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>A CUSTOMER JOURNEYFROM THE PERSONA PERSPECTIVE</p><p> or as some might call it: slipping in your customers shoes.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>PERSONAJake</p><p>30Male German</p><p>Dont believe the hype!</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>PERSONA</p><p>Dont believe the hype!</p><p>User/customer stereotypes based on research</p><p>Jake</p><p>30Male German</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>1</p><p>1 Reading a travel magazine</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>2 Going to a travel agency</p><p>1 2</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>3 Reading online reviews</p><p>1 2 3</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>4 Booking online</p><p>1 2 3 4</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>2 3 4</p><p>JAKE</p><p>5 Dreaming of holidays while at work</p><p>5</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>3 4</p><p>JAKE</p><p>6 Packing bags</p><p>5 6</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>4</p><p>JAKE</p><p>7</p><p>5 6 7</p><p>Check-in process with long line</p><p>P R E - S E R V I C E P E R I O D</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>8 Checking in, baggage drop-off</p><p>5 6 7 8</p><p>P R E - S E R V I C E P E R I O D S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>9 Passing security check</p><p>6 7 8 9</p><p>P R E - S E R V I C E P E R I O D S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>10 Boarding</p><p>7 8 9 10</p><p>P R E - S E R V I C E P E R I O D S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>11 In-flight experience</p><p>8 9 10 11</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>12 Arrival at destination</p><p>9 10 11 12</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>13 Transfer to accomodation</p><p>10 11 12 13</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>14 Staying at the hotel</p><p>11 12 13 14</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>15 Attending a diving school </p><p>12 13 14 15</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>16 Dinging at local restaurant</p><p>13 14 15 16</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>17 Flying back home</p><p>14 15 16 17</p><p>S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>JAKE</p><p>18 Posting online reviews</p><p>15 16 17 18</p><p>S E R V I C E P O S T - S E R V I C E</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>4 51 2 3</p><p>9 106 7 8</p><p>14 1511 12 13</p><p>16 17 18</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>P R E - S E R V I C E P E R I O D S E R V I C E P E R I O D</p><p>post-service period</p><p>THE CUSTOMER JOURNEY OF</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>INTRODUCINGKLAUS</p><p>Cool!</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>16 17 18</p><p>JAKE</p><p>P R E - S E R V I C E P E R I O D</p><p>S E R V I C E P E R I O D P O S T - S E R V I C E</p><p>21</p><p>KLAUS</p><p>3</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>16 17 18</p><p>JAKE</p><p>P R E - S E R V I C E P E R I O D</p><p>S E R V I C E P E R I O D P O S T - S E R V I C E</p><p>21</p><p>KLAUS</p><p>3</p><p>social mediaService Design ThinkingJakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>POSITIVE social media</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>POSITIVE social media</p><p>Joshie, the giraffe</p><p>Images: www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>POSITIVE social media</p><p>Joshie, the giraffe</p><p>Images: www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>POSITIVE social media</p><p>Images: www.huffingtonpost.com/chris-hurn/stuffed-giraffe-shows-wha_b_1524038.html</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>NEGATIVE social media</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH13.000.000+</p><p>Dave Carroll United breaks guitars</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Dave Carroll United breaks guitars</p><p>13.000.000+Service Design ThinkingJakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>CUSTOMER SATISFACTION</p><p>EXPECTATIONS VS. EXPERIENCES</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>EMOTIONAL JOURNEY</p><p>1 2 3 4 5 6 7 8 9 10</p><p>P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E</p><p>JAKE</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>EMOTIONAL JOURNEY</p><p>1 2 3 4 5 6 7 8 9 10</p><p>P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E</p><p>JAKEKLAUS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>EMOTIONAL JOURNEY</p><p>1 2 3 4 5 6 7 8 9 10</p><p>P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E</p><p>JAKEKLAUSLAURA</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>MARKETING SHIFTS FROM ADVERTISEMENTS TO EXPERIENCES</p><p>This is where UX comes in, right?</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>#servicedesign</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>SERVICE-DOMINANT LOGIC</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>SERVICE-DOMINANT LOGIC</p><p>Product or service?</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>SERVICE DOMINANT LOGIC</p><p>Der Service hinter dem Produkt AnrufbeantworterTHE SERVICE BEHIND THE PRODUCT</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Value-in-Exchange</p><p>GOODS-DOMINANT LOGIC</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Value-in-Exchange Value-in-Use</p><p>SERVICE-DOMINANT LOGIC</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Value co-creation</p><p>SERVICE-DOMINANT LOGIC</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>A D V E R T I S E M E N T S</p><p>ADVERTISEMENTS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>MOMENT OF SALE</p><p>A D V E R T I S E M E N T S S A L E S</p><p>moment of sale</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>MOMENT OF SALEUSING A DIGITAL SERVICE</p><p>A D V E R T I S E M E N T S S A L E S</p><p>moment of sale</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>AFTER SALES</p><p>A D V E R T I S E M E N T S A F T E R S A L E SS A L E S</p><p>after sales (service)</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>AFTER SALES</p><p>A D V E R T I S E M E N T S A F T E R S A L E SS A L E S</p><p>after sales (service)</p><p>USING A DIGITAL SERVICE</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>HOW SERVICE-DOMINENT LOGIC CHANGES THE CUSTOMER JOURNEY</p><p>P R E - S E R V I C E</p><p>A D V E R T I S E M E N T S</p><p>P O S T - S E R V I C ES E R V I C E</p><p>S A L E A F T E R</p><p>moment of sale after sales</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p> We dont think of the Kindle Fire as a tablet. We think of it as a service. Jeffrey Bezos </p><p>Founder and CEO of Amazon.com</p><p>THINK IN SERVICES</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p> 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.</p><p>Our competitors arent taking our market share with devices; they are taking our market share with an entire ecosystem. This means were going to have to decide how we either build, catalyse or join an ecosystem.</p><p> Stephen Elop, CEO of Nokia</p><p>THINK IN SERVICE ECOSYSTEMS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>CA B</p><p>UX Camp CPH</p><p>JAKE</p><p>KLAUS</p><p>A SERVICE ECOSYSTEM</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>CA B</p><p>UX Camp CPH</p><p>JAKE</p><p>KLAUSAIRLIN</p><p>HOTEL</p><p>AGENCTRANS</p><p>REST</p><p>REV</p><p>DIVING</p><p>A SERVICE ECOSYSTEM</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>HOTEL</p><p>KLAUS</p><p>AGENC</p><p>A SERVICE ECOSYSTEM</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>KLAUS</p><p>AGENC</p><p>HOTEL</p><p>EMPLOYEES</p><p>SHAREHOLDERS SUPPLIERS</p><p>AUTHORITIES</p><p>COMMUNITY</p><p>MAINTENANCE</p><p>ROOM SERVICE</p><p>LAUNDRY</p><p>MARKETING</p><p>SALES</p><p>KITCHEN</p><p>ETC </p><p>A SERVICE ECOSYSTEM</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>CA B</p><p>UX Camp CPH</p><p>JAKE</p><p>KLAUSAIRLIN</p><p>HOTEL</p><p>AGENCTRANS</p><p>REST</p><p>REV</p><p>DIVING</p><p>A SERVICE ECOSYSTEM</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>CA B</p><p>UX Camp CPH</p><p>JAKE</p><p>KLAUSAIRLIN</p><p>HOTEL</p><p>AGENCTRANS</p><p>REST</p><p>REV</p><p>DIVING</p><p>A SERVICE ECOSYSTEM</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>#servicedesign</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Corporate communications Infrastructure Usability</p><p>Look and feelTechnical supportCustomer relationship management </p><p>Customer support</p><p>Point-of-Sales</p><p>MARKETING IT DESIGN/UX SALES</p><p>Service Design is not new.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>IT</p><p>SALES</p><p>DESIGN</p><p>MARKETING</p><p>... and maybe some of this UX thingy,</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service design is inter-disciplinary.</p><p>IT MARKETERMANAGER</p><p>SALES DEVELOPERPSYCHOLOGIST</p><p>DESIGN</p><p>DESIGNER</p><p>MARKETING</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service design is inter-disciplinary.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Every discipline has its language.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service design thinking is a common language.</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service design thinking is an iterative process.</p><p>REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>SERVICE DESIGN </p><p>THINKINGDOINGService Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>TOOLS</p><p>Exploration Creation/Reflection ImplementationREFLECTION IMPLEMENTATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONEXPLORATION CREATION</p><p>JUST SOME OF ALL THESE</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>SELF-EXPLORATION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>OBSERVATION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>CONTEXTUAL INTERVIEWS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>MOBILE ETHNOGRAPHY</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>PERSONAS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>CUSTOMER JOURNEY MAPS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>STAKEHOLDER MAPS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>VALUE NETWORK MAPS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>SERVICE PROTOTYPES</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>SERVICE ADVERTISEMENTS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>BUSINESS MODEL INNOVATION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPHExploration Creation/Reflection Implementation</p><p>THEATRICAL TOOLS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>#servicedesign</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>5 BASIC PRINCIPLES</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>1 USER-CENTRED</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>2 CO-CREATIVE</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>3 SEQUENCING</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>4 EVIDENCING</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>5 HOLISTIC</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>#servicedesign</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>#servicedesign (or whatever you call what were doing) management</p><p>THE CONTINUOUS IMPROVEMENT OF CUSTOMER EXPERIENCE</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>SERVICE DESIGN MANAGEMENT</p><p>CX ANALYSIS</p><p>IMPLEMENTATIONIDENTIFICATION </p><p>OF CRITICAL TOUCHPOINTS</p><p>CREATIONREFLECTION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>IMPLEMENTATIONIDENTIFICATION </p><p>OF CRITICAL TOUCHPOINTS</p><p>CREATIONREFLECTION</p><p>SERVICE DESIGN MANAGEMENT</p><p>CX ANALYSIS</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>IMPLEMENTATION</p><p>CREATIONREFLECTION</p><p>CX ANALYSIS</p><p>IDENTIFICATION OF CRITICAL </p><p>TOUCHPOINTS</p><p>SERVICE DESIGN MANAGEMENT</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>THE TOUCHPOINT PORTFOLIO</p><p>IMPACT ON CUSTOMER </p><p>SATISFACTION</p><p>COST A LOTCHEAPService Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>THE TOUCHPOINT PORTFOLIO</p><p>IMPACT ON CUSTOMER </p><p>SATISFACTION</p><p>COST A LOTCHEAPService Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>THE TOUCHPOINT PORTFOLIO</p><p>IMPACT ON CUSTOMER </p><p>SATISFACTION</p><p>COST A LOTCHEAP</p><p>START HERE!</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>CX ANALYSIS</p><p>IMPLEMENTATIONIDENTIFICATION </p><p>OF CRITICAL TOUCHPOINTS</p><p>SERVICE DESIGN MANAGEMENT</p><p>CREATIONREFLECTION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Understanding the impact of new or modified touchpoints on the customer experience, the service ecosystem, </p><p>and the organisation, and employee experience </p><p>PROTOTYPING</p><p>CREATIONREFLECTION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>SERVICE DESIGN MANAGEMENT</p><p>CX ANALYSIS</p><p>IMPLEMENTATIONIDENTIFICATION </p><p>OF CRITICAL TOUCHPOINTS</p><p>CREATIONREFLECTION</p><p>Service Design Thinking</p><p>Jakob Schneider 2014</p></li><li><p>UX Camp CPH</p><p>TAKE-AWAYSDont mind buzzwords.</p><p