A selection of benefits (and some challenges) on how Service Design can help your company. So you know about service design, but... would it work for your company?

1. How can
Service Design!
help you
30 SET 2014 Silvia Calvet
@silviacalvet Swapsee Service Design Workshop

3. Why Companies exist?

4. What a customer is?

5. https://www.flickr.com/photos/vonderauvisuals/7215463246/
Departments, teams, plans… vs
Customer

6. What is Service Design
• Service design is the activity of planning and organizing people,
infrastructure, communication and material components of a service
in order to improve its quality and the interaction between service
provider and customers. The purpose of service design
methodologies is to design according to the needs of
customers or participants, so that the service is user-friendly,
competitive and relevant to the customers.

7. So… How can SD help

8. Design Methodology

9. Methodology were People is
central
You look for the:
•User of the service point of view
•Service Provider point of view

10. Qualitative insights
“Satisfaction or ‘Statisfaction’?”
!
http://www.thinkcx.co.uk/latest-thinking/satisfaction-statisfaction/
!
Empathize

11. Holistic Approach
Channels
Touchpoints
Time!

12. Is Solution oriented

13. DIY
What do you Need:!
•Process Facilitator (neutral)!
•Project Leader!
•DT techniques!
•Design Skills!
•Time!
•Management

14. Co-
“You Can’t Collaborate Unless You Agree on the Problem"
http://blogs.hbr.org/2014/09/you-cant-collaborate-unless-you-agree-on-the-problem/
Start at the beginning:!
Context & Objectives!
Goals

15. Involvement
Users
Customers
Partners
Employees

16. Common Language
Interdisciplinary
Visualization
Understanding
Agreeing
Stories

17. Think out of the box

18. …Challenges
Is SD understood?
Or attitudes

19. …Challenges
You

20. It’s a process, not a workshop!

21. Thanks!
Silvia Calvet, Creative Strategist & Organizational Facilitator!
!
Get in touch to talk about:
#Innovation #Organizational change
#Re-Connect Business and Employees
#Customer Focus
@silviacalvet
http://about.me/silviacalvet/