Introduction to service design for Translink - The South Coast British Columbia Transportation Authority. Workshop presentation at summer 2012. http://cathycracks.com/introduction-to-service-design-for-translink/ Summary: - What is service design? - Different ways of growing existing services and developing new ones. - Translink future services inspirations. Prepared by Cathy Wang & Bert Bräutigam

1. SERVICE
DESIGN
AN INTRODUCTION TO SERVICE DESIGN
For Translink
Prepared by Cathy Wang & Bert Bräutigam
July 10 t h 2012

2. INTRODUCTION

3. The South Coast British Columbia Transportation Authority -
provides transportation in bus, skytrain, seabus, and west
coast express throughout Vancouver lower mainland.

4. WORKSHOP
SUMMARY
• What is service design?
• Different ways of growing existing services and developing
new ones.
• Translink future services inspirations.

5. SERVICE
DESIGN

7. SERVICE DESIGN IN
PRACTICE

8. DESIGN
THINKING
Business goals Technology
Customer needs Innovation

9. CROSS-PLATFORM
http://bobsled.com/#!/home

10. SERVICE DELIVERY
http://holzheid.com/HomeEnergyManager.html

11. BUSINESS VALUES
http://www.apple.com/ipad/business/profiles/bbva/

12. BIG DATA AND
PREDICTION
From physical interaction to
day-to-day online activities
http://www.forbes.com/sites/kashmirhill/2012/02/16/how-target-figured-
out-a-teen-girl-was-pregnant-before-her-father-did/

13. TARGETED AUDIENCE
http://www.psfk.com/2012/02/facial-recognition-billboard.html

14. INTERCONNECTIVITY
http://www.ipavement.com/

15. CASE
STUDIES
Transportation specific examples

16. TARGETED
AUDIENCES
Thalys, the high-speed train that connects Paris, Brussels, Amsterdam and
Cologne, is targeting business travellers with a new seating option in first class.
Starting next month, the rail company will offer a meeting room for four people
located at the front of the train.

17. GAMIFICATION
Chromaroma is a game that “shows you your movements and location
as you swipe your Oyster Card in and out of the Tube.

18. TOP-DOWN
INTEGRATION
In Murcia. citizens could register to get a lifelong ticket for city travel on
the tram in exchange for their car,

19. LEVERAGE
TECHNOLOGY
France’s public transport authority, STIF, have announced plans to
integrate the Navigo card with NFC-compatible smartphones, meaning
commuters will soon be able to swipe their smartphone over special
readers

20. WHAT DOES
THIS MEAN?

21. REAL TIME
SERVICES

22. LOCAL BUSINESS
& EXPLORATION

23. GREEN
& EMPOWERMENT

24. THANK YOU
me@cathycracks.com