Hoorcollege Service Design and Experience Design, CMD Rotterdam, 10 mei 2011

1. Experience Design | Service Design, jaar 3, Zomer, 10 mei 2011 Experience Design en Service Design Peter van Waart

3. new marketing? Service Design is … experience design? service innovation?! design thinking?

4. Product design Product experience Van product design naar experience design Experience design

5. Customer experience en service design the service provider the customer

6. front-stage back-stage visible unvisible Lagen

7. Silo’s

8. Stakeholders vriend ouders klasgenoten aandeelhouders toeleveranciers retailers

10. Betrek echte mensen

11. Service Design according Van Waart … on the back of a napkin

12. Customer Experience en Experience Design

14. Kenmerken van experience volgens Brakus, Schmitt, Zarantonello, 2009 Brakus, Schmitt, Zarantonello. Journal of Marketing. Vol. 73 (May 2009), 52–68

16. Emotional design Donald Norman’s teapots

18. Meaningful brand experience

19. De 3 van (Meaningful Experience) Design 3 2 1

20. Gebeurtenis, ervaring en herinnering illustration: Anita Wheeler, Designing Brand Identity , 2006. The experience of a hotel stay is more than just sleeping at night. Also the phases before and after are part of the experience. During the experience, you interact with the product, service or brand through touchpoints . What you will remember is your emotional experience .

21. Experience strekt zich uit over tijd 15 april 5 maart 3 januari 16 april mei en later

22. Experience strekt zich uit over ruimte

23. Illustration: Sylvia Delissen. How to plug the gap between promise and proof . Graduation project, 2009. Experience beïnvloed door touchpoints