Photo by tobiastoft - Creative Commons Attribution License Service Design 101 Global Service Jam 2015 Los Angeles

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What are services? Services are intangible economic goods — they lead to outcomes as opposed to physical things customers own.

Photo by Blue Mountains Local Studies - Creative Commons Attribution-NonCommercial-ShareAlike License with Haiku Deck What are services? Outcome Intangible

What are services? Services are intangible economic goods — they lead to outcomes as opposed to physical things customers own. Outcomes are generated by value exchanges that occur through mediums called touchpoints.

Photo by Blue Mountains Local Studies - Creative Commons Attribution-NonCommercial-ShareAlike License with Haiku Deck What are services? Value exchange Interactions/ touchpoints

Services are always co-created. Service Employee Service User

Photo by lodev - Creative Commons Attribution-NonCommercial-ShareAlike License with Haiku Deck Backstage Frontstage Credit: Noun project, Flaticon

In a service, exchanges occur through mediums called touchpoints which take place over time. Pre-serviceServicePost Service 12345

The blurry line — service or product?

What is service design?

1. the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. — Service Design Network

2. a method for designing experiences that reach people through many different touchpoints and that happen overtime. From

3. When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. 31 VOLTS SERVICE DESIGN, 2008 Stickdorn, Mark ( ). This is Service Design Thinking: Basics-Tools-Cases

Service Design Principles

1/ user centered Establish a common language! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

2/ co-creative Everyone can be creative! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

3/ sequencing Imagine service as a movie! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

4/ evidencing Make the intangible tangible! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

5/ holistic. Keep the big picture!

The double diamond process model

But, in reality it is more like this …

The Tools Discovery Define Design

Where can I learn more? Videos What is service design? Service Design in Emergency Waiting Room Fun Theory Design Thinking Design Thinking Websites Books This is Service Design Thinking: Basics-Tools-Cases by Mark Stickdorn Service Design: From Insight to Implementation by Andy Polaine and Lavrans Løvlie The Service Innovation Handbook: Action-oriented Creative Thinking Toolkit for Service Organizations By Lucy Kimbell Twitter #servicedesign

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