This is a brief documentary of the Executive Summer School "This is Service Design Doing" (Berlin, 23-26 July 2013). In 4-day, participants learned how to apply Service Design Thinking to the rapid innovation of customer experiences in multi-channel product-service ecosystems.
All schools are facilitated by Marc Stickdorn (co-author of the book ‘This is Service Design Thinking’), Markus Hormess (Service Innovation Expert and co-initiator of the world’s largest service design event ‘Global Service Jam’), and Adam Lawrence (Service Design & Customer Experience Expert and co-initiator of the world’s largest service design event ‘Global Service Jam).
Service design: opportunity or threat for mainstream disciplines? We’re increasingly hearing about service design. But do we know what it means? And what does a service designer design? For October’s breakfast we invited two designers working in this relatively new field to tell us more. Joe Smith (lead designer at FutureGov) and Gavin Maguire (senior service designer with Engine) explained how they apply principles of user-centred design, whether based on observation, discussion or (another newish development) co-creation, to improve people’s lives. Service designers are interested in the truth of our everyday experiences, using their research to create better systems for service delivery, including hardware and user-interface design, information architecture, customer communications and staff training programmes.
As part of the Interaction Design Programme CIID ran a 4 week service design course in Collaboration with Copenhagen Airport (CPH). The idea was to envision new experiences for the different kinds of people who use the airport.
Visiting faculty from leading service design and innovation companies - Live Work and IDEO - were invited to teach the course.
This film highlights the evolution of the thinking and design processes that took place throughout the course.