Service design helps improve services to make them more useful, usable, and efficient for customers and organizations. The Internet of Things connects physical objects to the internet. Service designers and IoT makers can work together to design connected devices that enhance services by making them more usable for customers and efficient for organizations. Connected objects can replace apps and cards to perform service tasks without interrupting users. Well-designed single purpose connected objects that are context-specific can fulfill tasks better than general devices.
2. “Service Design helps to innovate or improve
services to make them more useful, usable,
desirable for clients and efficient as well as
effective for organisations.
”
DEFI NITIO N
Service Design
— S T E FA N M O R I T Z , Veryday
4. “The Internet of Things (IoT) is the
interconnection of uniquely identifiable
embedded computing devices within the
existing Internet infrastructure.
”
DEFI NITIO N
Internet of Things
— W I K I P E D I A , I N T E R N E T O F T H I N G S
7. Source: Amazon
EXAMPLE
Amazon Fresh
An object made to live in the kitchen, with
specialised affordances: two buttons, a hook,
a bar code scanner and a microphone for
dictation—at the same time the service is
unchanged
13. Source: Daimler AG; Isabell Herzog & Joseph Ribbe (Key4Car, FH Potsdam)
EXAMPLE
car2go
Replacing app and card with a connected
object—a key fob
14. Source: Daimler AG; Isabell Herzog & Joseph Ribbe (Key4Car, FH Potsdam)
EXAMPLE
car2go
An object made to live on your key chain, able
to make a car reservation without interrupting
a conversation and capable of navigating you
to it, as well as opening it
15. By going beyond screens &
beeps we are able to
respect the capabilities of
human cognition.
HYPOTHESIS
16. Single purpose devices are
built for context, able to
fulfill a specific task very
well.
HYPOTHESIS
21. Less smartphone
dependency,
but objects as
messengers
Leverage
all human
capabilities
RECOMMENDATIONS
Think of connected
devices as part
of the bigger
service system
Design as specific
as possible
for contexts
& touchpoints