A quick overview of service design by Nick Marsh of Engine service design. What is service design? Why is it? Where's it going next?
Delivered at HyperIsland, Stockholm, September 2007
24. 5. Service Specification Service requirements Principles Guidelines Messages Metrics Processes Business models
25. Service design is a very multidisciplinary practice We’ll look at what’s needed to be a good service designer later. Before that, why is service design emerging now ?
44. The Progression of Economic Value Source: Pine and Gilmore, ‘The Experience Economy’ Specific Different and Unique Low Market Value High Undifferentiated Generic Diversity Customer Need extract commodities make goods deliver services provide experiences
45. The Progression of Economic Value Source: Pine and Gilmore, ‘The Experience Economy’ Specific Different and Unique Low Market Value High Undifferentiated Generic Diversity Customer Need
46. We need service design, as providers and users (and ambitious designers!) But what is a good service (design)?
53. Systems Understanding that services are consumed through systems of relationships between people, things and processes, which can all be orchestrated and innovated
54. Value Understanding how to create the best value for users and providers through their interactions.
55. People Understanding the part people play in providing, using and designing services, and how to include them in the service design process .
56. Journeys Understanding that services are experienced over time and need to be seen and innovated as journeys
57. Propositions Understanding how to innovate, package and market a service and how to develop a proposition towards a vision.