Fis service design workshop pmar_v01
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The document discusses the topics of service design. It begins by defining what service design is, noting that it is the process of improving experiences across multiple touchpoints over time. It discusses why service design is important by looking at the customer journey and touchpoints. The document provides an exercise for mapping a customer experience journey and identifying crucial touchpoints. It concludes by listing references for further reading on service design.
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We give service all over city like Tokyo, Kyoto, Osaka, Sapporo, Hiroshima, Kobe, Fukuoka, Nagoya, Yokohama, Nagasaki, Nara, Kanazawa, Sendai, Saitama, Kawasaki, Matsue, Kitakyushu, Beppu, Hakodate, Wakayama, Takayama, Tokushima, Tokyo City, Nikko, Kure, Himeji, Naha, Chiba, Okayama, Kawagoe, Kumamoto, Niigata, Nagano, Aomori, Yahata, Edo, Shizuoka, Utsunomiya, Kagoshima, Toyonaka, Machida, Funabashi, Yokosuka, Kawaguchi, Tokorozawa, Koshigaya, Matsudo, Kashiwa, Sagamihara, Suita, Takatsuki.
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Fis service design workshop pmar_v01
- 4. What is service design? Why service design? The customer journey Designing a service and its touchpoints
- 5. What is service design? Why service design? The customer journey Designing a service and its touchpoints
- 6. What is service design? Why service design? The customer journey Designing a service and its touchpoints
- 7. What is service design? Why service design? The customer journey Designing a service and its touchpoints
- 8. What is service design?
- 10. Design is… Giving form to things A process Changing behaviour Answering complex, open ended questions Solving practical problems Creating desire
- 11. Design is the process of making something Better for someone
- 17. Services help someone to do something
- 18. Helping to get your car back on the road.
- 19. Helping passengers feel safe and in comfort. Under cover Service Designers!!
- 20. Service design is the process of improving experiences that happen across multiple touch points over time.
- 39. Customer Journey | The Touchpoints
- 40. + - Understanding the customer touchpoints
- 41. Kinepolis experience flow + - search book enter travel and park queue eat watch apres drink find car pay tickets
- 43. Your customer experience journey Using the sheet provided, map out the experience that your customers have as they engage with your service (or product). Plot all of the touch points a customer comes into contact with. Look at your touch points through the eyes of your customers. Are you delivering what you promise? Be objective in your assessment of whether each touch point does what it should. Point out crucial “moments of truth” Please take 15 minutes for this exercise.
- 54. Q&A
- 55. Thank you
- 56. @PhMartens
Editor's Notes
- #5: What we are doing today:What is service design?
- #6: Why service design? Why is it important?
- #7: The customerjourney?
- #8: How to design a and itstouchpoints
- #15: carmaintenance
- #16: carmaintenance
- #19: carmaintenance
- #20: Securitygateofficers are in factunder cover service designers
- #21: Service designis the process of improving experiences that happen across multiple touch points over time.
- #23: Theodore LevittService design is notonlyaboutdesigning the optimal UX, butaboutunderstandingunderlying (LATENT) customerneeds and finding the best solutionforthoseneeds.
- #24: Gross Domestic Product (Bruto binnenlands Product)
- #32: A service ecology is a system of actors and the relationships between them that form a service.
- #47: MarcStikdorn
- #53: International Service Design Network
- #54: Servicedesigning.org:networkfor service designers
- #57: Voor meer info: www.flandersinshape.be