Post on 12-Jan-2023
Tools for Service Design
4 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and
customers.
Tools for Service Design
5 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and
customers.
Tools for Service Design
6 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and
customers.
Tools for Service Design
7 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and
customers.
Tools for Service Design
8 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and
customers.
Tools for Service Design
9 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and
customers.
Tools for Service Design
10 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and customers.
Tools for Service Design
11 Chris Ebbert
Planning and organizing: • people • infrastructure • communication • material components … of a service, in order to improve:
• its quality • interaction between service provider and customers.
Tools for Service Design
13 Chris Ebbert
Hospitals Schools Cultural Institutions Security Organizations Governments Clinical Services Insurance Companies Manufacturing Supermarkets Police Forces Restaurant Chains Customer Service Departments Hotel Chains Military Rescue Organizations …
“Wherever people do stuff.”
Tools for Service Design
14 Chris Ebbert
Inland Revenue New Zealand :
dedicated Service Design & Implementation group, focusing on government, customers and transformation design.
Tools for Service Design
16 Chris Ebbert
Service design is: • To specify and construct social practices, • Capable of capacity for action for a particular customer, • Very likely using technology.
Tools for Service Design
17 Chris Ebbert
Service design is: • To specify and construct social practices, • Capable of capacity for action for a particular customer, • Very likely using technology.
Tools for Service Design
18 Chris Ebbert
Service design is: • To specify and construct social practices, • Capable of capacity for action for a particular customer, • Very likely using technology.
Tools for Service Design
19 Chris Ebbert
Service design is: • To specify and construct social practices, • Capable of capacity for action for a particular customer, • Very likely using technology.
Tools for Service Design
20 Chris Ebbert
Service design can be:
tangible (artefacts)
and intangible (communication, environment, behaviours)
Tools for Service Design
21 Chris Ebbert
Service design can be: tangible (artefacts) and
intangible (communication, environment, behaviours)
Tools for Service Design
23 Chris Ebbert
Eiglier 1979; Normann 2000; Morelli 2002: Products are created and “exist” before being purchased and used services come to existence when they are being provided and used. We can prescribe the exact configuration of a product We can’t prescribe what exactly will happen with a service
Tools for Service Design
24 Chris Ebbert
Eiglier 1979; Normann 2000; Morelli 2002: Products are created and “exist” before being purchased and used. services come to existence when they are being provided and used. We can prescribe the exact configuration of a product We can’t prescribe what exactly will happen with a service
Tools for Service Design
25 Chris Ebbert
Eiglier 1979; Normann 2000; Morelli 2002: Products are created and “exist” before being purchased and used Services come to existence when they are being provided and used. We can prescribe the exact configuration of a product We can’t prescribe what exactly will happen with a service
Tools for Service Design
26 Chris Ebbert
Eiglier 1979; Normann 2000; Morelli 2002: Products are created and “exist” before being purchased and used services come to existence when they are being provided and used. We can prescribe the exact configuration of a product. We can’t prescribe how a service will finally be configured.
Tools for Service Design
27 Chris Ebbert
Service Design suggests behavioural patterns or “scripts”
to the actors interacting in the service.
Tools for Service Design
28 Chris Ebbert
Service Design suggests behavioural patterns or “scripts”
to the actors interacting in the service.
Tools for Service Design
29 Chris Ebbert
Service Design suggests behavioural patterns or “scripts”
to the actors interacting in the service.
Everyone affected by the service (stakeholders)
Tools for Service Design
31 Chris Ebbert
Optimizing of services for:
User-Friendliness Competitiveness
Customer Relevance
Tools for Service Design
32 Chris Ebbert
Optimizing of services for:
User-Friendliness Competitiveness
Customer Relevance
Tools for Service Design
33 Chris Ebbert
Optimizing of services for:
User-Friendliness Competitiveness
Customer Relevance
Tools for Service Design
34 Chris Ebbert
Optimizing of services for:
User-Friendliness Competitiveness
Customer Relevance
Tools for Service Design
39 Chris Ebbert
Understanding the customers: Behaviour Needs > Inarticulate/ Old Customer/ Market Motivations
Tools for Service Design
42 Chris Ebbert
How service designers gather & process information
Service Design Example:
“Pet Sitting Service for Savannah Cats”
Tools for Service Design
43 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information A B
C
Tools for Service Design
44 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“The Study of Culture” A intimate
Tools for Service Design
45 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Sharing Topics of Public Interest” B public
Tools for Service Design
46 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“The Study of Culture”
Tools for Service Design
47 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Conversations, eliciting relevant responses.”
“Does your Savannah Cat have a favourite chair?”
“Why do you have a Savannah Cat?”
Tools for Service Design
48 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Following a person around to understand.” Record everything they do.
Tools for Service Design
49 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Distilling the essence of an issue within a context.”
“What is the Savannah Cat Culture?”
Tools for Service Design
50 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Sharing Topics of Public Interest”
Tools for Service Design
51 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Conversations, eliciting relevant responses.”
“What is the Savannah Cat Owner like?”
Tools for Service Design
52 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Following a person around to understand.”
www.savannahcatchat.com www.savannahcatclubgb.com
Tools for Service Design
53 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
“Distilling the essence of an issue within a context.”
“What is the Savannah Cat Phenomenon to society?”
Tools for Service Design
54 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
Tools for Service Design
55 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches Service prototypes
How service designers gather & process information
Tools for Service Design
56 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal
Visualizations Sketches Service prototypes
How service designers gather & process information
Tools for Service Design
57 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations
Sketches/ Mindmaps Service prototypes
How service designers gather & process information
Tools for Service Design
58 Chris Ebbert
Ethnography
Interviews Shadowing
Synthesis
Journalism Interviews Shadowing Synthesis
Visual Portrayal Visualizations Sketches
Service Prototypes (Test Run/ Beta Version/ Role Play/ Video/ Storyboard)
How service designers gather & process information
Tools for Service Design
60 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Tools for Service Design
61 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Tools for Service Design
62 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
63 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
64 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
65 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play > Six Thinking Hats (de Bono) Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
66 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
67 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards > IDEO Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
68 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
69 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
70 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
71 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
72 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
73 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Lego Design Games Role Play Group Sketching Issue Cards Rough Prototyping Post-It/ Affinity Diagrams Motivation Matrix Mind Map Storytelling Character Profiles
Tools for Service Design
74 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Tools for Service Design
75 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
76 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix > “connect the dots, see the journey” Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
77 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing > animating tangibles – archaeology of the future Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
78 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas > realistic user archetypes Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
79 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map > “what can we offer?” Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
80 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
81 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
82 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
83 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map > more comprehensive type of “Blueprint” Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
84 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
85 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
86 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
87 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
88 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
“Aghou ba.” “Znob Whz” “….Bobhu?”
Tools for Service Design
89 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Service Image Touchpoints Matrix Evidencing Personas Offering Map Actors Map Blueprint Poster System Map Experience Prototype Mock Up Moodboard Tomorrow Headlines Storyboard Customer Journey Map
Tools for Service Design
90 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Tools for Service Design
91 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction > “think out loud while acting” Service Prototype Wizard of Oz Experience Prototype Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
“I want free
mayonnaise with this.”
Tools for Service Design
92 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype > “Beta Version” Wizard of Oz Experience Prototype Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
93 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz > unwitting guinea pig Experience Prototype Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
?
Tools for Service Design
94 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz Experience Prototype > “Clinic”, actual users Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
95 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz Experience Prototype Use Cases > “use it till you find the bugs” Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
96 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz Experience Prototype Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
97 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz Experience Prototype Use Cases Mock Up Heuristic Evaluation > pre-set criteria evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
98 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz Experience Prototype Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough > “imagine you are… and using it”. Usability Testing
Tools for Service Design
99 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Constructive Interaction Service Prototype Wizard of Oz Experience Prototype Use Cases Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
100 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Tools for Service Design
101 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Task Analysis Grid Role Script Blueprint Specification Service Prototype Use Cases
Tools for Service Design
102 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Task Analysis Grid Role Script Blueprint Specification Service Prototype Use Cases
Tools for Service Design
103 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Task Analysis Grid Role Script Blueprint Specification Service Prototype Use Cases
Tools for Service Design
104 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Task Analysis Grid Role Script Blueprint Specification Service Prototype Use Cases
Tools for Service Design
105 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Task Analysis Grid Role Script Blueprint Specification Service Prototype (Beta Version) Use Cases
Tools for Service Design
106 Chris Ebbert
Design Activities: Co-Designing Envisioning Testing & Prototyping Implementing
Task Analysis Grid Role Script Blueprint Specification Service Prototype Use Cases
Tools for Service Design
108 Chris Ebbert
Representations: Texts Graphs Narratives Games Models
Specifications Storytelling
Tools for Service Design
109 Chris Ebbert
Representations: Texts Graphs Narratives Games Models
Maps Mind Maps Diagrams
Tools for Service Design
110 Chris Ebbert
Representations: Texts Graphs Narratives Games Models
Service Image Moodboard Tomorrow Headlines Storyboard
Tools for Service Design
111 Chris Ebbert
Representations: Texts Graphs Narratives Games Models
Lego Design Games Role Play Group Sketching Issue Cards
Tools for Service Design
112 Chris Ebbert
Representations: Texts Graphs Narratives Games Models
Constructive Interaction Rough Prototyping Service Prototyping Wizard of Oz Experience Prototype Mock Up Heuristic Evaluation Cognitive Walkthrough Usability Testing
Tools for Service Design
114 Chris Ebbert
Shostack, 1982 “Designing of services = part of marketing/ management.” “Design products and services together.” Inventor of the “Service Blueprint”: • map sequence of events • map essential functions
Tools for Service Design
115 Chris Ebbert
Shostack, 1982 “Designing of services = part of marketing/ management.” “Design products and services together.” Inventor of the “Service Blueprint”: • map sequence of events • map essential functions
Tools for Service Design
116 Chris Ebbert
Shostack, 1982 “Designing of services = part of marketing/ management.” “Design products and services together.” Inventor of the “Service Blueprint”: • map sequence of events • map essential functions
Tools for Service Design
117 Chris Ebbert
Shostack, 1982 “Designing of services = part of marketing/ management.” “Design products and services together.” Inventor of the “Service Blueprint”: • map sequence of events • map essential functions
Tools for Service Design
118 Chris Ebbert
Shostack, 1982 “Designing of services = part of marketing/ management.” “Design products and services together.” Inventor of the “Service Blueprint”: • map sequence of events • map essential functions
Tools for Service Design
119 Chris Ebbert
Shostack, 1982 “Designing of services = part of marketing/ management.” “Design products and services together.” Inventor of the “Service Blueprint”: • map sequence of events • map essential functions
Tools for Service Design
120 Chris Ebbert
Erlhoff (Cologne International School of Design) 1991: Service Design as a design discipline 2001: Erlhoff starts Livework service design consultancy in London 2004: International Service Design Network launched by universities in Germany, Sweden, US, Italy
Tools for Service Design
121 Chris Ebbert
Erlhoff (Cologne International School of Design)
1991: Service Design as a design discipline 2001: Erlhoff starts Livework service design consultancy in London 2004: International Service Design Network launched by universities in Germany, Sweden, US, Italy
Tools for Service Design
122 Chris Ebbert
Erlhoff (Cologne International School of Design) 1991: Service Design as a design discipline
2001: Erlhoff starts Livework service design consultancy in London
2004: International Service Design Network launched by universities in Germany, Sweden, US, Italy
Tools for Service Design
123 Chris Ebbert
Erlhoff (Cologne International School of Design) 1991: Service Design as a design discipline 2001: Erlhoff starts Livework service design consultancy in London
2004: International Service Design Network launched by universities in
Germany, Sweden, Italy, US