This is the talk Marc and Jakob gave at the #sdgc15 – Service Design Global Conference in New York, 03 October 2015.
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Marc Stickdorn & Jakob Schneider – Mobile ethnography and ExperienceFellow, a service design start-up
1. Marc Stickdorn | ExperienceFellow | @MrStickdorn
Jakob Schneider | ExperienceFellow | @jakoblies
Mobile Ethnography
ExperienceFellow:
a service design start-up
October 3rd, New York City
2. 78.4 % ARE SATISFIED
WITH YOUR PRODUCT.
YEAH, NUMBERS.
NOW WHAT?
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
7. Big Data
Customer segmentation
A/B testing Heatmaps
Conversion analysis
Surveys Tracking
… AND MANY MORE
QUALITATIVE
QUANTITATIVE
… AND MANY MORE
Contextual interviews
Participant observation
Non-participant observation
Self-documentation
WorkalongCultural probes
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
8. Big Data
Customer segmentation
A/B testing Heatmaps
Conversion analysis
Surveys Tracking
QUALITATIVE
QUANTITATIVE
Contextual interviews
Participant observation
Non-participant observation
Self-documentation
WorkalongCultural probes
Mobile EthnographyWELCOME THE
NEW CREW MEMBER
since 2008
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
16. High-resolution PDF export for large format prints
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
17. www.experiencefellow.com
DISCOUNT VOUCHER
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CODE
SDGC2015
VALID UNTIL
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Just sign up on our website and use this code.
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Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
19. LEAN UX
LEAN STARTUP
DESIGN THINKING
SERVICE DESIGN
AGILE DEVELOPMENT
… AND MANY MORE
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
22. WE USE SERVICE DESIGN
TO BUILD
SERVICE DESIGN TOOLS
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
23. WE USE SERVICE DESIGN
TO BUILD
SERVICE DESIGN TOOLS
SINCE 2008, OH YEAH.
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
25. PRACTICING SERVICE DESIGN
HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
26. PRACTICING SERVICE DESIGN
HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP
#WIN#FAIL
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
27. PRACTICING SERVICE DESIGN
Development 12 hours
Testing 20 hours
Discussion 26 hours
Insights 04
Iterations 02
Development 20 mins
Testing 20 mins
Discussion 02 hours
Insights 31
Iterations 27
HIGH FIDELITY MOCKUP LOW FIDELITY MOCKUP
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
28. Photo Credit: Shutterstock / CTR Photos
WISELY
THE FORCE
YOU MUST USE.
PRACTICING SERVICE DESIGN
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
29. Troll face from Whynne via Reddit
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
30. #TROLL
IF WE ALL KNOW HOW TO
DESIGN KICK-ASS SERVICES …
WHY DON’T WE SEE MORE
START-UPS EVOLVING FROM
THE SERVICE DESIGN
COMMUNITY?
Troll face from Whynne via Reddit
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn
31. Marc Stickdorn
Jakob Schneider
@MrStickdorn
@jakobliesTHANK YOU!
OUT 2016
Marc Stickdorn
Markus Edgar Hormeß
Adam Lawrence
Jakob Schneider
Marc Stickdorn
Markus Edgar Hormeß
Adam Lawrence
Jakob Schneider
Mobile Ethnography
@jakobliesExperienceFellow:a service design start-up @MrStickdorn