How can Service Design!help you

30 SET 2014Silvia Calvet @silviacalvet Swapsee Service Design Workshop

Why Companies exist?

What a customer is?

Departments, teams, plans… vs Customer

https://www.flickr.com/photos/vonderauvisuals/7215463246/

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.

So… How can SD help

Design Methodology

Methodology were People is centralYou look for the: •User of the service point of view •Service Provider point of view

Qualitative insights“Satisfaction or ‘Statisfaction’?” !

!

Empathize

http://www.thinkcx.co.uk/latest-thinking/satisfaction-statisfaction/

Holistic ApproachChannels Touchpoints Time!

Is Solution oriented

DIYWhat do you Need:!

•Process Facilitator (neutral)!•Project Leader!•DT techniques!•Design Skills!•Time!•Management

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

InvolvementUsers Customers Partners Employees

Common LanguageInterdisciplinary Visualization Understanding Agreeing Stories

Think out of the box

Is SD understood?Or attitudes

…Challenges

You

…Challenges

It’s a process, not a workshop!

Thanks!Silvia Calvet, Creative Strategist & Organizational Facilitator!!

Get in touch to talk about: #Innovation #Organizational change #Re-Connect Business and Employees #Customer Focus

@silviacalvethttp://about.me/silviacalvet/