service design in de praktijk
DESCRIPTION
A view on the practical use of service design methods in the context of an ux designer at a full service internet agency. Presented @ Service Design Thinks NL #7 - 30 aug 2011 19:00 - info.nl, Amsterdam. (In Dutch)TRANSCRIPT
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Service design in de praktijk
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Service design vs.
realiteit (online) werkveld
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Waar kom ik vandaan?
15 jaar bezig met (online) dienstverlening.
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online presence
distributed apps
online ecosystem
Virtuele Warmtecontext relevante dialoog
Exploding Websitedaar zijn waar de klant is
Realtime Companymarketing is een service experience
duurzaamonderscheid
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technologie .
eisen
organisatiedoelstellingen
gebruikers
wensen
online dienstverlening
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Geprikkeldworden
Lid worden Paspartoe ontvangen
Eerste keer reserveren
Eerste keer rijden
Mijn Greenwheels Rijden Beloond
worden
Technologie
Wat zijn hierbij de touchpoints?
Website Mobiel Paspartoe Service-processen
Auto
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Is dit service design?
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Does it matter?
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Meerwaarde design (denken) binnen een complexe business omgeving bewijzen
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Inzetten om de kwaliteit van de dienstverlening te verbeteren
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Ongeacht de klantvraag
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Reclame levert amper share of heart
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Innovatie gebeurt niet ineens
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Constructieve dialoog, gestructureerd inzicht verschaffen,
tastbaar maken van conclusies..
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Praktisch…!
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Waarom?
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Roadmap
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Iteratief
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Bewijs door ROI!
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Let’s rumble!