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2015 Marc Stickdorn This is service design thinking. 30 June 2015 Summer Design Summit * 2015

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  1. 1. 2015 Marc Stickdorn This is service design thinking. 30 June 2015Summer Design Summit * 2015
  2. 2. DISCOVER DEFINE DEVELOP DELIVER The Double Diamond as described by the British Design Council Service design thinking is an iterative process. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  3. 3. A CUSTOMER JOURNEY FROM THE PERSONA PERSPECTIVE Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  4. 4. A CUSTOMER JOURNEY FROM THE PERSONA PERSPECTIVE or as some might call it: slipping into your customers shoes. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  5. 5. PERSONA Jake 30 Male German Dont believe the hype! Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  6. 6. PERSONA Dont believe the hype! User/customer stereotypes based on research Jake 30 Male German Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  7. 7. The story of Jake and his old TV set A TV set is a product, right? Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  8. 8. JAKE 1 That old TV set breaks down 1 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  9. 9. JAKE 2 Reading advertisements in print media 1 2 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  10. 10. JAKE 3 Looking for offers online 2 31 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  11. 11. JAKE 4 Reading online reviews 42 31 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  12. 12. 42 3 JAKE 5 Collecting information in store 5 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  13. 13. 43 5 JAKE 6 Comparing prices on mobile device 6 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  14. 14. 4 5 6 JAKE 7 Buying new TV set in store 7 P R E - S E R V I C E P E R I O D S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  15. 15. 5 6 7 JAKE 8 Transportation home 8 P R E - S E R V I C E P E R I O D S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  16. 16. 6 7 8 JAKE 9 Setting up the new TV set 9 P R E - S E R V I C E P E R I O D S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  17. 17. 7 8 9 JAKE 10 Using TV set for the first time 10 S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  18. 18. 8 9 10 JAKE 11 Writing a review online 11 S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  19. 19. 9 10 JAKE 12 Using TV set after a month S E R V I C E 11 12 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  20. 20. 10 11 12 JAKE 13 Using TV set after a year S E R V I C E 13 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  21. 21. 11 12 13 JAKE 14 Recommending friends S E R V I C E 14 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  22. 22. 42 3 5 11 12 13 14 6 7 8 9 10 1 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  23. 23. THE CUSTOMER JOURNEY OF Old thinking: Moment of sale = service P R E - S E R V I C E P E R I O D P O S T - S E R V I C E P E R I O D service period Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  24. 24. THE CUSTOMER JOURNEY OF New thinking: End-to-end experience P R E - S E R V I C E P E R I O D S E R V I C E P E R I O D P R E - S E R V I C E P E R I O D P O S T - S E R V I C E P E R I O D Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  25. 25. And this is just a high-level perspective Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  26. 26. Each touchpoint can be separated into smaller steps 9 UNPACKINGARRANGING GETTING RID OF OLD STUFF SETTING UP CHANNELS TIDY UP LIVING ROOM CONNECT TO WIFI SOFTWARE UPDATE SET UP CABLES Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  27. 27. A SWIMLANE DIAGRAM FOR Understanding channels Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  28. 28. A SWIMLANE DIAGRAM FOR Understanding channels Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  29. 29. INTRODUCING KLAUS Cool! Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  30. 30. A SWIMLANE DIAGRAM FOR & Understanding channels Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  31. 31. 16 17 18 JAKE 21 KLAUS 3 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  32. 32. 16 17 18 JAKE 21 KLAUS 3 social media Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  33. 33. POSITIVE social media Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  34. 34. POSITIVE social media Joshie, the giraffe Images: www.huffingtonpost.com/chris-hurn/ stuffed-giraffe-shows-wha_b_1524038.htmlMarc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  35. 35. POSITIVE social media Joshie, the giraffe Images: www.huffingtonpost.com/chris-hurn/ stuffed-giraffe-shows-wha_b_1524038.htmlMarc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  36. 36. POSITIVE social media Images: www.huffingtonpost.com/chris-hurn/ stuffed-giraffe-shows-wha_b_1524038.htmlMarc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  37. 37. NEGATIVE social media Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  38. 38. Dave Carroll United breaks guitars 14.000.000+ Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  39. 39. Dave Carroll United breaks guitars 14.000.000+ Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  40. 40. CUSTOMER SATISFACTION EXPECTATIONS VS. EXPERIENCES Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  41. 41. CUSTOMER SATISFACTION 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Expectations Experiences Satisfaction Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  42. 42. CUSTOMER SATISFACTION 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Expectations Experiences Satisfaction Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  43. 43. CUSTOMER SATISFACTION Expectations Experiences Satisfaction 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  44. 44. CUSTOMER SATISFACTION Expectations Experiences Satisfaction 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  45. 45. CUSTOMER SATISFACTION Expectations Experiences Satisfaction 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  46. 46. CUSTOMER SATISFACTION Expectations Experiences Satisfaction 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  47. 47. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E JAKEMarc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  48. 48. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E JAKEKLAUSMarc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  49. 49. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E JAKEKLAUSLAURAMarc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  50. 50. EMOTIONAL JOURNEY 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E JAKEKLAUSLAURA When do you measure customer satisfaction? Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  51. 51. 1 2 3 4 5 6 7 8 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E JAKEKLAUSLAURA EMOTIONAL JOURNEY 89,7% of our customers rate our service:very good. 9 Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  52. 52. MARKETING SHIFTS FROM ADVERTISEMENTS TO EXPERIENCES Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  53. 53. #servicedesign Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  54. 54. MANY COMPANIES DESIGN AND BUSINESS SCHOOLS MBA PROGRAMS HIGH SCHOOLS WHO LEARNS SERVICE DESIGN? Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  55. 55. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  56. 56. #servicedesign Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  57. 57. PRODUCT OR SERVICE? Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  58. 58. THE SERVICE BEHIND THE PRODUCT Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  59. 59. Value-in-Exchange GOODS-DOMINANT LOGIC Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  60. 60. A D V E R T I S E M E N T S ADVERTISEMENTS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  61. 61. MOMENT OF SALE A D V E R T I S E M E N T S S A L E S moment of sale Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  62. 62. AFTER SALES A D V E R T I S E M E N T S A F T E R S A L E SS A L E S after sales (service) Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  63. 63. Value-in-Exchange Value-in-Use SERVICE-DOMINANT LOGIC Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  64. 64. HOW SERVICE-DOMINENT LOGIC CHANGES THE CUSTOMER JOURNEY P R E - S E R V I C E A D V E R T I S E M E N T S P O S T - S E R V I C ES E R V I C E S A L E A F T E R Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  65. 65. HOW SERVICE-DOMINENT LOGIC CHANGES THE CUSTOMER JOURNEY P R E - S E R V I C E A D V E R T I S E M E N T S P O S T - S E R V I C ES E R V I C E S A L E A F T E R moment of sale after sales Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  66. 66. Value co-creation SERVICE-DOMINANT LOGIC Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  67. 67. We dont think of the Kindle Fire as a tablet. We think of it as a service. Jeffrey Bezos, September 2011 Founder and CEO of Amazon.com THINK IN SERVICES Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  68. 68. The battle of devices has now become a war of ecosystems, where ecosystems include not only the hardware and software of the device, but developers, applications, ecommerce, advertising, search, social applications, location-based services, unified communications and many other things. Our competitors arent taking our market share with devices; they are taking our market share with an entire ecosystem. This means were going to have to decide how we either build, catalyse or join an ecosystem. Stephen Elop, February 2011 CEO of Nokia THINK IN SERVICE ECOSYSTEMS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  69. 69. CA B A SERVICE ECOSYSTEM Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  70. 70. CA B A SERVICE ECOSYSTEM JAKE KLAUS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  71. 71. CA B REV A SERVICE ECOSYSTEM WIFI TRANS JAKE PAYTV KLAUS POST SHOP PRICE Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  72. 72. KLAUS EMPLOYEES PARKING LOT ONLINE SHOP LOGISTICS MAINTENANCE A SERVICE ECOSYSTEM TRA JAKE SHOP Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  73. 73. KLAUS EMPLOYEES PARKING LOT ONLINE SHOP SHAREHOLDERS LOGISTICS SUPPLIERS AUTHORITIES COMMUNITY MAINTENANCE MARKETING SALES ETC A SERVICE ECOSYSTEM TRA JAKE SHOP Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  74. 74. CA B REV A SERVICE ECOSYSTEM WIFI TRANS JAKE PAYTV KLAUS POST SHOP PRICE Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  75. 75. #servicedesign Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  76. 76. Service Design is not new. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  77. 77. Corporate communications Infrastructure Usability Look and feelTechnical supportCustomer relationship management Customer support Point-of-Sales MARKETING IT DESIGN/UX SALES Service Design is not new. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  78. 78. IT SALES DESIGN MARKETING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  79. 79. IT SALES DESIGN MARKETING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  80. 80. Service design is inter-disciplinary. IT MARKETER MANAGER SALES DEVELOPER PSYCHOLOGIST DESIGN DESIGNER MARKETING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  81. 81. Service design is inter-disciplinary. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  82. 82. Every discipline has its language. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  83. 83. Service design thinking is a common language. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  84. 84. Service design thinking is an iterative process. REFLECTION IMPLEMENTATIONEXPLORATION CREATIONEXPLORATION CREATION REFLECTION IMPLEMENTATIONREFLECTION IMPLEMENTATIONEXPLORATION CREATION Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  85. 85. Service design thinking is an iterative process. The Squiggle by Damien Newman from Central Inc.Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  86. 86. SERVICE DESIGN THINKING DOING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  87. 87. Exploration Creation/Reflection Implementation SELF-EXPLORATION Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  88. 88. OBSERVATION Exploration Creation/Reflection Implementation Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  89. 89. CONTEXTUAL INTERVIEWS Exploration Creation/Reflection Implementation Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  90. 90. MOBILE ETHNOGRAPHY Exploration Creation/Reflection Implementation Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  91. 91. Exploration Creation/Reflection Implementation PERSONAS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  92. 92. Exploration Creation/Reflection Implementation STAKEHOLDER MAPS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  93. 93. Exploration Creation/Reflection Implementation VALUE NETWORK MAPS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  94. 94. Exploration Creation/Reflection Implementation CUSTOMER JOURNEY MAPS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  95. 95. Exploration Creation/Reflection Implementation SERVICE ADVERTISEMENTS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  96. 96. Exploration Creation/Reflection Implementation BUSINESS MODEL INNOVATION Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  97. 97. Exploration Creation/Reflection Implementation SERVICE PROTOTYPES Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  98. 98. Exploration Creation/Reflection Implementation THEATRICAL TOOLS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  99. 99. 5 BASIC PRINCIPLES Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  100. 100. 1 USER-CENTRED Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  101. 101. 2 CO-CREATIVE Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  102. 102. 3 SEQUENCING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  103. 103. 4 EVIDENCING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  104. 104. 5 HOLISTIC Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  105. 105. #servicedesign (or whatever you call what were doing) management THE CONTINUOUS IMPROVEMENT OF CUSTOMER EXPERIENCE Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  106. 106. SERVICE DESIGN MANAGEMENT CX ANALYSIS IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  107. 107. IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING SERVICE DESIGN MANAGEMENT CX ANALYSIS Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  108. 108. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  109. 109. IMPLEMENTATION IDEATIONPROTOTYPING CX ANALYSIS IDENTIFICATION OF CRITICAL TOUCHPOINTS SERVICE DESIGN MANAGEMENT Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  110. 110. 1 2 3 4 5 6 7 8 9 10 P R E - S E R V I C E S E R V I C E P O S T - S E R V I C E START HERE! Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  111. 111. CX ANALYSIS IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS SERVICE DESIGN MANAGEMENT IDEATIONPROTOTYPING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  112. 112. THE CONCEPTS PORTFOLIO IMPACT ON CUSTOMER SATISFACTION COST A LOTCHEAP Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  113. 113. THE CONCEPTS PORTFOLIO IMPACT ON CUSTOMER SATISFACTION COST A LOTCHEAP Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  114. 114. THE CONCEPTS PORTFOLIO IMPACT ON CUSTOMER SATISFACTION COST A LOTCHEAP START HERE! Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  115. 115. A picture says more than thousand words. A prototype says more than thousand concepts. PROTOTYPING IDEATIONPROTOTYPING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  116. 116. SERVICE DESIGN MANAGEMENT CX ANALYSIS IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  117. 117. SERVICE DESIGN MANAGEMENT CX ANALYSIS IMPLEMENTATION IDENTIFICATION OF CRITICAL TOUCHPOINTS IDEATIONPROTOTYPING Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  118. 118. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  119. 119. Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  120. 120. FURTHER INTEREST? BOOKS ProcessPrinciples: This is Service Design Thinking by Marc StickdornJakob Schneider (2010) Service-Dominant Logic: The Service-Dominant Logic of Marketing by Robert LuschStephen Vargo (2006) Experience Economy: The Experience Economy by Joseph Pine IIJames Gilmore (1999) Service Design: Service Design From Insight to Implementation by Andy Polaine, Lavrans LvlieBen Reason (2013) ONLINE RESSOURCES twitter: #servicedesign www.designthinkingnetwork.com www.servicedesignbooks.org www.service-design-network.org www.servicedesigntools.org www.tisdt.com www.globalservicejam.org www.smaply.com www.mrthinkr.com www.experiencefellow.com Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015
  121. 121. Marc Stickdorn @MrStickdorn [email protected] www.tisdt.com www.smaply.com www.mrthnkr.com www.experiencefellow.com www.thisisservicedesigndoing.com Slides designed by Jakob Schneider @jakoblies [email protected] THANK YOU. and have a great day! Marc StickdornSummer Design Summit * 2015 This is Service Design Thinking. 30 June 2015

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