theatrical politics of service design
DESCRIPTION
The need for theater-based service design to negotiate the politics of service design in relation to service providers perspectiveTRANSCRIPT
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servicedesign
beingrigorousabouttowhomitisrelevant
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“HowcanIhelpyou?”
=
Whataretheexpectationsandlimitsofmyrolehere?
Howcanthisorganizationhelpyou?
Iamhavingsuchabadday!
Icanonlyhelpyouifyouhelpmebytellingmeclearlywhatyoureallywant.
Howmucharetheypayingmetobenicetosomeoneasawfulasyou?!
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“HowcanIhelpyou?”
=
servicedesignisunavoidablypolitical
insofarasitisinessencegettingpeopletoperformtheroleof_beingfriendlyto_astranger
=(servicingtheneedsof)
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“HowcanIhelpyou?”
=
servicedesignistheatricallypolitical
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servicedesign
serviceengineeringservqualmanagement
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servicedesign
serviceengineeringservqualmanagement
newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand
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servicedesign
serviceengineeringservqualmanagement
newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand
user‐centereddesignresearch‐leddesign
8
servicedesign
serviceengineeringservqualmanagement
newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand
user‐centereddesignresearch‐leddesign
newwaysoflivingsocialdesignco‐creation
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servicedesign
serviceengineeringservqualmanagement
user‐centereddesignresearch‐leddesign
political
economicnewwaysofconsuming
ROIMargins/MarketShareCustomerLoyalty/Brand
newwaysoflivingsocialdesignco‐creation
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Friday’sNewYorkTimes
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servicedesign
serviceengineeringservqualmanagement
user‐centereddesignresearch‐leddesign
political
economic
newwaysofworkingserviceproviders
employees
newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand
newwaysoflivingsocialdesignco‐creation
12
servicedesign
serviceengineeringservqualmanagement
user‐centereddesignresearch‐leddesign
political
economic
newwaysofworkingserviceproviders
employees
newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand
newwaysoflivingsocialdesignco‐creation
economicpolitics
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servicedesign
serviceengineeringservqualmanagement
user‐centereddesignresearch‐leddesign
?newwaysofworkingserviceproviders
employees
newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand
newwaysoflivingsocialdesignco‐creation
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attheleasthaving(empathywith)
employeeserviceprovidersaspartofservicedesigning
?
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attheleasthaving(empathywith)
employeeserviceprovidersaspartofservicedesigning
?
[andprecisely(orpolitically)notmerelymanagerial
representativesofemployees(i.e.,theclientscommissioning
theservicedesign)]
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managerialservqual
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employees?
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towhatend(beyondfunctionality)?
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canadesigner/clientquicklylearntoperformandimprovisewithinanunembarrassingservicerole?awkwardness
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SCAPES TRAINING
servicescapes(sets,props,costumes)cuingserviceproviderrolesaswellascustomerco‐productionroles
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SCAPES TRAINING
designingtrainingiterative(learningfrom‘intheVield’serviceprovidersinordertore‐teachthedesign)
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?