ixda poznan #3 marcin chłodnicki: service design workshop

Poznan University of Economics

Wzorcownia usług - zakład doświadczalny

Service Design WorkshopInterface. Interaction. Experience.

dr Marcin Chłodnicki

IxDA Second Meeting


What is Service Design?

IxDA Second Meeting


Punkty widzenia na Service Design

SD+

Interface design

SD+

Customer

Experience

SD+

Sensualisation

SD+

Interaction design

IxDA Second Meeting


Punkty widzenia na service design

SD+

Interface design

IxDA Second Meeting



SD+

Interaction design

IxDA Second Meeting


Strategic Planning Assumption

By 2013, mobile phones will overtake PCs as the

most-common Web access device worldwide.

By 2015, context will be as influential to mobile

consumer services and relationships as search

engines are to the Web.

gartner.com

Undestanding design. Global trends.

IxDA Second Meeting


SD+

Customer

Experience


IxDA Second Meeting


Design concepts.Customer journeysTouchpoints Back stage and front stage:


Customer journeysTouchpoints

IxDA Second Meeting


Managerial concepts.Customers and other stake-holdersService experiences are multifacetedHolistic approach Service co-creation and sharingTime and waiting lines


Service experiences are multifaceted


Holistic approach


Service co-creation and sharing

IxDA Second Meeting


Proces projektowania

What is a role of designer in services? How does design process flow?

IxDA Second Meeting


What is a role of designer in services?

Designers are intermediators

Arne van Oosterom

DesignThinkers Amsterdam

Lecture at the Management Center Innsbruck 2009


all the stakeholders

clarity in offer as


all the stakeholders

clarity in offer as a service provider

observations

ideas generation

prototyping


Marcin ChłodnickiKatedra Usług

Thank you

ixda poznan #3 marcin chłodnicki: service design workshop

Technology