Post on 02-Jul-2015
USER CENTERED SERVICE DESIGN
“Driving service innovation through design”
Marcel Zwiers@marcelzwiers
Design Thinking‘Wicked Problems’Creativity ~ DesignService Design in Practice
Design Thinking‘Wicked Problems’Creativity ~ DesignService Design in Practice
Design Thinking‘Wicked Problems’Creativity ~ DesignService Design in Practice
‘Design is about what could be, not about
what already is.’
Louis Henry Sullivan "father of skyscrapers"(September 3, 1856 – April 14, 1924) [bron: wikipedia]
Price of Steel at Bessemer Steel Rails from 1867 to 1895 ($/ton)1867- $1661870- $1071875- $691880- $681885- $291890- $321895- $32
Prudential Building, Buffalo, New York, 1894
21st century design?...
Design Thinking‘Wicked Problems’Creativity ~ DesignService Design in Practice
Musea“de collectie is datgene
waarvoor mensenkomen”
ruimtelijke context
collectie/tentoonstelling
Utrecht
middeleeuws de Domals baken
studenten
Hart van Nederland
“heeft geen icoon”
schaal
kwartier
Utrecht
museum
bezoeker
samenwerking
thematiekaanlaten sluiten bijprogrammering
bezoekcijfersdelen
geenconcurrentie
in het kwartier
Utrecht pas/ museum
paspartoe
gebouw
audiotour
vormgeving
info
interactietentoonstelling
agenda
voorbuitenlandsebezoekers,
meerdere musea bezoeken op een dagstrippenkaart
“is eenuitdaging”
samenwerkingbuiten de
musea met bijvoorbeeld
festivals
website helpt bij:
enthousiasmeren “wat staat mijte wachten”
indruk van de tentoonstellingen/
musea
PR
bekendenamen
gezamenlijk
tien collecties,een kwartier
add on/extra
faciliteiten
koffie
inkomsten
verblijfsduur
“lekkerste koffie als aanleiding”
draagt bij aanstate of mind
(musea beleving)
“gedeelde agenda”
kennis
taal
niveaus
symbiose locatie & collectie
context gebouw
leeftijd
verwachtingmanagen
de grote vande tentoonstelling
“tijd”vorm
actief
passief
voorpret
poster
recensie tv
web
inhoudelijk
achtergronden geschiedenis
“waarom dezetentoonstelling”
overzichtelijk
“mooi”
“je thuis/ op je gemak
voelen”
nieuw enverrasssend
oud envertrouwd
oud maar nieuwgepresenteerd
context info
spits meter
vorm van detentoonstelling
“like knop”
werkplaats/ activiteit
kortetermijn
langetermijn
shop
“Wat ik zou willen, is dat wijals museum, mensen eenervaring meegeven die zede rest van hun leven bijblijft.”
verdieping thuis (boek)
uitgebreidaanbod gewenst,
“gecureerd”
verlengt deervaring van het museum bezoek
rondstruinen “shoppen”
What does this all mean?What are the implications?
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Embody creative leadershipFacing a world becoming dramatically more complex, it is interesting that CEOs selected creativity as the most important leadership attribute. Creative leaders invite disruptive innovation, encourage others to drop outdated approaches and take balanced risks. They are open-minded and inventive in expanding their management and communication styles, particularly to engage with a new generation of employees, partners and customers.
Design Thinking‘Wicked Problems’Creativity ~ DesignService Design in Practice
Creativity ~ Design
From: The Design of Business by Roger Martin
Abductive Reasoning or What Could be.
Deductive Reasoning
From: The Design of Business by Roger Martin
Inductive ReasoningDeductive Reasoning
From: The Design of Business by Roger Martin
Inductive ReasoningAbductive ReasoningDeductive Reasoning
From: The Design of Business by Roger Martin
Orders of Design
Objects
Communication
Orders of design
Systems and services
Culture, Environment and Context
1ste and 2nd order
3rd order
4th order
By: Richard Buchannan
Objects
Communication
Systems and services
Culture, Environment and Context
1ste and 2nd order
3rd order
4th order
Orders of design
By: Richard Buchannan
Objects
Communication
Systems and services
Culture, Environment and Context
1ste and 2nd order
3rd order
4th order
Orders of design
By: Richard Buchannan
Objects
Communication
Systems and services
Culture, Environment and Context
1ste and 2nd order
3rd order
4th orderWhy
How
What
Orders of design
By: Richard Buchannan
Design Thinking‘Wicked Problems’Creativity ~ DesignService Design in Practice
‘Please, design usa new service...’
‘Please, design usa new service...’
Learn
(Co-) Create
Deliver
Case
(*) Rijkswaterstaat is the executive arm of the Dutch Ministry of Infrastructure and the Environment. On behalf of the Minister and State Secretary, Rijkswaterstaat is responsible for the design, construction, management and maintenance of the main infrastructure facilities in the Netherlands.
Rijkswaterstaat
How to
USER CENTERED SERVICE DESIGN
#1 design tools to empower people
#2 co-create
#3 prototype
#4 work visually
#5 be a ‘strategic maker’
~
Marcel Zwiers@marcelzwiers
www.31v.nl@31Volts
Oudegracht 83511 AM UtrechtThe Netherlands
+31 (0)30 890 3220