1. Photo by tobiastoft - Creative Commons Attribution License https://www.flickr.com/photos/30656616@N02 Service Design 101 Global Service Jam 2015 Los Angeles

2. Photo by ell brown - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/39415781@N06Created with Haiku Deck Dima Todorova-Lilavois Interaction Design Lead @ Fjord Proud Service Design Jammer, 2013

3. Photo by ell brown - Creative Commons Attribution-ShareAlike License https://www.flickr.com/photos/39415781@N06Created with Haiku Deck We are hiring in the LA Studio! Junior Interaction Designers

4. Let’s get started …

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

6. Photo by Blue Mountains Local Studies - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/26602074@N06Created with Haiku Deck What are services? www.timothybird.co.uk Outcome Intangible

7. 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.

8. Photo by Blue Mountains Local Studies - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/26602074@N06Created with Haiku Deck What are services? www.timothybird.co.uk Value exchange Interactions/ touchpoints

9. Services are always co-created. Service Employee Service User

10. Photo by lodev - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/51727341@N00Created with Haiku Deck Backstage Frontstage Credit: Noun project, Flaticon

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

12. The blurry line — service or product? http://www.fastcodesign.com/1670034/great-brands-are-about-fusing-product-and-service-how-do-you-do-it

13. What is service design?

14. 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

15. 2. a method for designing experiences that reach people through many different touchpoints and that happen overtime. From http://liveworkstudio.com

16. 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 (2012-12-20). This is Service Design Thinking: Basics-Tools-Cases

17. Service Design Principles

18. 1/ user centered Establish a common language! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

19. 2/ co-creative Everyone can be creative! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

20. 3/ sequencing Imagine service as a movie! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

21. 4/ evidencing Make the intangible tangible! Stickdorn, Mark. This is Service Design Thinking: Basics-Tools-Cases

22. 5/ holistic. Keep the big picture!

23. The double diamond process model http://www.thecreativeindustries.co.uk/uk-creative-overview/news-and-views/view-what-is-design-and-why-it-matters

24. But, in reality it is more like this … http://v2.centralstory.com/about/squiggle/

25. The Tools Discovery Define Design http://www.servicedesigntools.org/repository

26. Where can I learn more? Videos What is service design? https://www.youtube.com/watch?v=it_bBXonabAhttps://www.youtube.com/watch?v=it_bBXonabA Service Design in Emergency Waiting Room https://www.youtube.com/watch?v=3e2urSZUorchttps://www.youtube.com/watch?v=3e2urSZUorc Fun Theory https://www.youtube.com/watch?v=qOuJNXjhcU8https://www.youtube.com/watch?v=qOuJNXjhcU8 Design Thinking https://www.youtube.com/watch?v=a7sEoEvT8l8https://www.youtube.com/watch?v=a7sEoEvT8l8 Design Thinking https://www.youtube.com/watch?v=3sOeSkTUTA0https://www.youtube.com/watch?v=3sOeSkTUTA0 Websites http://www.service-design-network.org/ http://www.servicedesigntools.org/repository http://liveworkstudio.com/themes/service-design/ https://www.fjordnet.com/conversations/fjord-launches-annual-trends-report-2015/ 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

27. Less talking, more doing. Let’s Jam!