SDOA – Service Design and Organizational Activation. Enhanced lecture course Gatech 2012, Industrial Design. This presentation is part of the "breadth" part of the lecture series - designed to give service design students an understanding of business-relevant tools and concepts.

1. From Object
to User,
to Service,
to Networks
www.florianvollmer.com
@florianvollmer

2. Form: Empathy:
Object User
Value: Interconnectedness:
Service Networks

3. Form: Empathy:
Object User
[connection]
Value: Interconnectedness:
Service Networks

4. Form: Empathy:
Object User
Value: Interconnectedness:
Service Networks

5. Form:
Object
Creating Sales by creating
Desire

9. © Florian Vollmer, 2012 – www.florianvollmer.com

10. Best Best Best Best
Better Better Better Better
Good Good Good Good

11. Best
Planned
Better Obsolescence Better

12. Form:
Object
Creating Value by Focusing on
Meaning

13. What is
Meaning?
Personal
Shared
Organizational

14. 1. Accomplishment
2. Beauty
3. Creation
4. Community
5. Duty
6. Enlightenment
7. Freedom
8. Harmony
9. Justice
Meaning & Experience 10. Oneness
11. Redemption
12. Security
13. Truth
14. Validation
15. Wonder [from makingmeaning.org]

15. Concept of
Lifespace
Objects as carriers of meaning
Interrelation of projects
New context

16. Desire for
Stories
Carriers of Uniqueness
Objects are Repeatable, Stories are not

18. Responsible
Design
Design is the fundamental soul of a man-made creation that
ends up expressing itself in successive outer layers of the
product or service.
- Steve Jobs

19. Form: Empathy:
Object User
Value: Interconnectedness:
Service Networks

20. Focus on
Complexity & Simplicity
2011: 500,000
2010: 200,000
2009: 40,000
2008: 1

21. Foundation of responsible
Innovation
The best way to predict the future is to create it.
- Peter Drucker

22. Tools to enter somebody else’s mind
Ethnography
Field Observation
Personal Interviews
Questionnaires

23. Tools to communicate somebody else’s mind
Personas

24. Form: Empathy:
Object User
Value: Interconnectedness:
Service Networks

25. A new formula
H2H

26. A new formula
H2H

27. A new complexity
Service Environments
4000 flights
716 planes
80,000 employees

30. Form: Empathy:
Object User
Value: Interconnectedness:
Service Networks

32. Main Object Accessory
© Florian Vollmer, 2012 – www.florianvollmer.com

33. Main Object Accessory
© Florian Vollmer, 2012 – www.florianvollmer.com

35. GeoFencing & Name

36. Service
Design
Engineering
© Florian Vollmer, 2012 – www.florianvollmer.com

37. © Florian Vollmer, 2012 – www.florianvollmer.com

38. © Florian Vollmer, 2012 – www.florianvollmer.com

39. Data Access
Location-Aware
Context-Aware Function-Aware
Preference-Aware Socially-Aware
© Florian Vollmer, 2012 – www.florianvollmer.com

40. Service
Design
Engineering
© Florian Vollmer, 2012 – www.florianvollmer.com

41. Service Design
Service
Design
Engineering
© Florian Vollmer, 2012 – www.florianvollmer.com

42. A life of self-development and
Disruptive Moments
I didn't see it then, but it turned out that getting fired from
Apple was the best thing that could have ever happened to
me. The heaviness of being successful was replaced by the
lightness of being a beginner again, less sure about everything.
It freed me to enter one of the most creative periods of my life.
- Steve Jobs

43. From Object
to User,
to Service,
to Networks
www.florianvollmer.com
@florianvollmer

44. Exploration
The Object Network and it’s
objects, functions, actors
Option 1: Pager at a restaurant
Option 2: Bar code scanner at a warehouse
Option 3: NFC payment system
Option 4: Smart meter
Option 5: Information kiosk at retailer (fashion)
Example: Check-in kiosk at Airport

45. Exploration
The Object Network and it’s
objects, functions, actors
Step 1: Document
Step 2: Rotate
Step 3: Innovate using “what if”