Service DesignHoges1048554ool Ro1048567erdam - CMD

15 december 2008

h1048567pclaimidcommarcfonteijn h1048567p

wwwlinkedincominmarcfonteijn h1048567p

wwwxingcomprofileMarc_Fonteijn h1048567p

marcfonteijnjaikucom h1048567pwwwfli1048553rcomphotosmarcfonteijn h1048567pmarcfonteijnhyvesnl

h1048567pwwwlijitcomusersmarcfonteijn h1048567p

twi1048567ercommarcfonteijn h1048567pdelicious

marcfonteijn h1048567pwwwlastfmusermarca1048552ing

h1048567pwwwyoutubecomprofileuser=marcfonteijn h1048567pdiggcomusersmarcfonteijn

(incomplete)

h1048567pclaimidcommarcfonteijn h1048567p

wwwlinkedincominmarcfonteijn h1048567p

wwwxingcomprofileMarc_Fonteijn h1048567p

marcfonteijnjaikucom h1048567pwwwfli1048553rcomphotosmarcfonteijn h1048567pmarcfonteijnhyvesnl

h1048567pwwwlijitcomusersmarcfonteijn h1048567p

twi1048567ercommarcfonteijn h1048567pdelicious

marcfonteijn h1048567pwwwlastfmusermarca1048552ing

h1048567pwwwyoutubecomprofileuser=marcfonteijn h1048567pdiggcomusersmarcfonteijn

(incomplete)

And since a few weeks Irsquom also a cartoon

Who knows mobile monday

h1048567pwwwfli1048553rcomphotosmomoams3007308303400 peoplerode hoed amsterdam

next momo is on feb 2nd

Who knows mobile monday

h1048567pwwwfli1048553rcomphotosmomoams3007308303400 peoplerode hoed amsterdam

next momo is on feb 2nd

h1048567pwwwfli1048553rcomphotosmomoams3007308303400 peoplerode hoed amsterdam

next momo is on feb 2nd

31VOLTS

Irsquom the co-founder of 31Volts a SD studio based in Utrecht Yes we are a Design studioThe big difference from the design studio like you probably know is that we design intangible stuff -- eg services I will tell you more on what we exactly do at 31Volts later on

Design Thinking

Design thinking is a process for practical creative resolution of problems or issues that looks for an improved future result[1] Unlike analytical thinking design thinking is a creative process based around the building up of ideas There are no judgments in design thinking This eliminates the fear of failure and encourages maximum input and participation Outside the box thinking is encouraged in this process since this can often lead to creative solutions

Sharing

You gain more by sharing -- everything --Sharing provides feedback new ideas energy empathy (people will like you)

Yes there are things you shouldnrsquot share (like yoursquore pinnumber)

Simplicity

We believe things should be as simple possible but not simpler (einstein)It is very very hard to obtain simplicityWhen yoursquove achieved it it looks so easy and natural

h1048567pwwwfli1048553rcomphotoslwr376714352At 31Volts work with people who are t-shaped or t-bone shape as you likeWe believe that itrsquos not enough to be just an expert in 1 field Eg graphic design computer science or ergonomics Itrsquos also not enough to just be creativeYou have to have social mindset project management self learning You have to be curious You have to be an Design Thinker You have to believe that everything starts with people

Design Thinking

Design thinking is a process for practical creative resolution of problems or issues that looks for an improved future result[1] Unlike analytical thinking design thinking is a creative process based around the building up of ideas There are no judgments in design thinking This eliminates the fear of failure and encourages maximum input and participation Outside the box thinking is encouraged in this process since this can often lead to creative solutions

Sharing

You gain more by sharing -- everything --Sharing provides feedback new ideas energy empathy (people will like you)

Yes there are things you shouldnrsquot share (like yoursquore pinnumber)

Simplicity

We believe things should be as simple possible but not simpler (einstein)It is very very hard to obtain simplicityWhen yoursquove achieved it it looks so easy and natural

h1048567pwwwfli1048553rcomphotoslwr376714352At 31Volts work with people who are t-shaped or t-bone shape as you likeWe believe that itrsquos not enough to be just an expert in 1 field Eg graphic design computer science or ergonomics Itrsquos also not enough to just be creativeYou have to have social mindset project management self learning You have to be curious You have to be an Design Thinker You have to believe that everything starts with people

Sharing

You gain more by sharing -- everything --Sharing provides feedback new ideas energy empathy (people will like you)

Yes there are things you shouldnrsquot share (like yoursquore pinnumber)

Simplicity

We believe things should be as simple possible but not simpler (einstein)It is very very hard to obtain simplicityWhen yoursquove achieved it it looks so easy and natural

h1048567pwwwfli1048553rcomphotoslwr376714352At 31Volts work with people who are t-shaped or t-bone shape as you likeWe believe that itrsquos not enough to be just an expert in 1 field Eg graphic design computer science or ergonomics Itrsquos also not enough to just be creativeYou have to have social mindset project management self learning You have to be curious You have to be an Design Thinker You have to believe that everything starts with people

Simplicity

We believe things should be as simple possible but not simpler (einstein)It is very very hard to obtain simplicityWhen yoursquove achieved it it looks so easy and natural

h1048567pwwwfli1048553rcomphotoslwr376714352At 31Volts work with people who are t-shaped or t-bone shape as you likeWe believe that itrsquos not enough to be just an expert in 1 field Eg graphic design computer science or ergonomics Itrsquos also not enough to just be creativeYou have to have social mindset project management self learning You have to be curious You have to be an Design Thinker You have to believe that everything starts with people

h1048567pwwwfli1048553rcomphotoslwr376714352At 31Volts work with people who are t-shaped or t-bone shape as you likeWe believe that itrsquos not enough to be just an expert in 1 field Eg graphic design computer science or ergonomics Itrsquos also not enough to just be creativeYou have to have social mindset project management self learning You have to be curious You have to be an Design Thinker You have to believe that everything starts with people

How cool

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

1 why yoursquoll be ri1048554

2 what is SD (and some practical examples)

3 todays assignment

This is the program for todayEvery part should be somewhere between 15 and 20 minutes

Part 1why yoursquoll be ri1048554

Part 1why yoursquoll be ri1048554

and happy

Communication and Multimedia Design

Is it Communication Design and Multimedia Design orCommunication and Multimedia Design

why design

Why should we design Isnrsquot it much better and easier to just do stuffWhat are the specific skills that designers have

Ok wersquoll get back to that later on

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

1 why yoursquoll be ri1048554

2 what is SD (and some practical examples)

3 todays assignment

This is the program for todayEvery part should be somewhere between 15 and 20 minutes

Part 1why yoursquoll be ri1048554

Part 1why yoursquoll be ri1048554

and happy

Communication and Multimedia Design

Is it Communication Design and Multimedia Design orCommunication and Multimedia Design

why design

Why should we design Isnrsquot it much better and easier to just do stuffWhat are the specific skills that designers have

Ok wersquoll get back to that later on

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

Part 1why yoursquoll be ri1048554

Part 1why yoursquoll be ri1048554

and happy

Communication and Multimedia Design

Is it Communication Design and Multimedia Design orCommunication and Multimedia Design

why design

Why should we design Isnrsquot it much better and easier to just do stuffWhat are the specific skills that designers have

Ok wersquoll get back to that later on

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

Part 1why yoursquoll be ri1048554

and happy

Communication and Multimedia Design

Is it Communication Design and Multimedia Design orCommunication and Multimedia Design

why design

Why should we design Isnrsquot it much better and easier to just do stuffWhat are the specific skills that designers have

Ok wersquoll get back to that later on

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

Communication and Multimedia Design

Is it Communication Design and Multimedia Design orCommunication and Multimedia Design

why design

Why should we design Isnrsquot it much better and easier to just do stuffWhat are the specific skills that designers have

Ok wersquoll get back to that later on

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

why design

Why should we design Isnrsquot it much better and easier to just do stuffWhat are the specific skills that designers have

Ok wersquoll get back to that later on

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

a short trip down memory-lane

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

h1048567pwwwfli1048553rcomphotosbrizzlebornandbred2046784836This guys had it made He had a successful business He knew all his clients The clients were very satisfied what he offered Good value for money and the knew what they were getting If you needed something special the next day this guy would wake up at 3am and make sure it was ready the next day when you stepped inBut a lot has changed

wersquove focussed on 2 1048552ings in 1048552e last

century

still much more to come nano-tech bio-tech dna assembly

h1048567pwwwfli1048553rcomphotos1048552eblueboy2115715749pretty good a standardizing stuffimproving processesgetting the maximum efficiency

still much more to come nano-tech bio-tech dna assembly

h1048567pwwwfli1048553rcomphotos1048552eblueboy2115715749pretty good a standardizing stuffimproving processesgetting the maximum efficiency

h1048567pwwwfli1048553rcomphotos1048552eblueboy2115715749pretty good a standardizing stuffimproving processesgetting the maximum efficiency

Yes we still do need all 1048552ose smart people

But did we forget some1048552ing

h1048567pwwwfli1048553rcomphotosdanalogan425912533there has been almost no development in how we look at people

at least not if we compare this to the investements made in technology and management

But did we forget some1048552ing

h1048567pwwwfli1048553rcomphotosdanalogan425912533there has been almost no development in how we look at people

at least not if we compare this to the investements made in technology and management

h1048567pwwwfli1048553rcomphotosdanalogan425912533there has been almost no development in how we look at people

at least not if we compare this to the investements made in technology and management

why should we care

ldquoWe live in a world where te1048554nology has enabled a multitude of connections and has accelerated 1048552e

pace of 1048554angerdquo-- Aradhana Goel IDEO

1048554ange like (hmmm wasnrsquot 1048552is someones quote recently)

ldquoShi1048569ing focus from money to currency of a1048567ention reputation

networkrdquo-- Aradhana Goel IDEO

Redefining economic values

didnrsquot understand people actually didnrsquot understand the worldI wouldnrsquot say that the financial crisis is caused by this social shift But itrsquos an undeniable example that our world is changing

h1048567pwwwfli1048553rcomphotos30778530N042888832311

this is not only the case in the commercial sectoritrsquos the same in the public sector hospitals police (local) government

ldquoWe live in a world where te1048554nology has enabled a multitude of connections and has accelerated 1048552e

pace of 1048554angerdquo-- Aradhana Goel IDEO

1048554ange like (hmmm wasnrsquot 1048552is someones quote recently)

ldquoShi1048569ing focus from money to currency of a1048567ention reputation

networkrdquo-- Aradhana Goel IDEO

Redefining economic values

didnrsquot understand people actually didnrsquot understand the worldI wouldnrsquot say that the financial crisis is caused by this social shift But itrsquos an undeniable example that our world is changing

h1048567pwwwfli1048553rcomphotos30778530N042888832311

this is not only the case in the commercial sectoritrsquos the same in the public sector hospitals police (local) government

1048554ange like (hmmm wasnrsquot 1048552is someones quote recently)

ldquoShi1048569ing focus from money to currency of a1048567ention reputation

networkrdquo-- Aradhana Goel IDEO

Redefining economic values

didnrsquot understand people actually didnrsquot understand the worldI wouldnrsquot say that the financial crisis is caused by this social shift But itrsquos an undeniable example that our world is changing

h1048567pwwwfli1048553rcomphotos30778530N042888832311

this is not only the case in the commercial sectoritrsquos the same in the public sector hospitals police (local) government

ldquoShi1048569ing focus from money to currency of a1048567ention reputation

networkrdquo-- Aradhana Goel IDEO

Redefining economic values

didnrsquot understand people actually didnrsquot understand the worldI wouldnrsquot say that the financial crisis is caused by this social shift But itrsquos an undeniable example that our world is changing

h1048567pwwwfli1048553rcomphotos30778530N042888832311

this is not only the case in the commercial sectoritrsquos the same in the public sector hospitals police (local) government

didnrsquot understand people actually didnrsquot understand the worldI wouldnrsquot say that the financial crisis is caused by this social shift But itrsquos an undeniable example that our world is changing

h1048567pwwwfli1048553rcomphotos30778530N042888832311

this is not only the case in the commercial sectoritrsquos the same in the public sector hospitals police (local) government

h1048567pwwwfli1048553rcomphotos30778530N042888832311

this is not only the case in the commercial sectoritrsquos the same in the public sector hospitals police (local) government

1048552e core of 1048552is social and cultural shi1048569 are

people

Itrsquos not about technology eg web 20 or about management eg six sigmaItrsquos about that wersquore moving to a new era Wersquove left the industrial and information age behind us and are entering the peoplehumanservice era Actually I think wersquore already are there

Organizations who truly understand people will

come out on top

my prediction is that companies who will master how to excel in being human will be new winners

So again why am I telling all 1048552is

Who has made the connection Has anyone figured out why he or she will be rich

Where is 1048552e money

Where is the money

YOU are (educated) designers

Design is not about making ldquonicerdquo stuff

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

Organizations who truly understand people will

come out on top

my prediction is that companies who will master how to excel in being human will be new winners

So again why am I telling all 1048552is

Who has made the connection Has anyone figured out why he or she will be rich

Where is 1048552e money

Where is the money

YOU are (educated) designers

Design is not about making ldquonicerdquo stuff

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

So again why am I telling all 1048552is

Who has made the connection Has anyone figured out why he or she will be rich

Where is 1048552e money

Where is the money

YOU are (educated) designers

Design is not about making ldquonicerdquo stuff

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

Where is 1048552e money

Where is the money

YOU are (educated) designers

Design is not about making ldquonicerdquo stuff

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

YOU are (educated) designers

Design is not about making ldquonicerdquo stuff

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

Design is not about making ldquonicerdquo stuff

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

Design is not about being extremly creative

h1048567pwwwfli1048553rcomphotosa-mon3085562427

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

Design is a process to create value for people

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

This world needs new skills and you have

1048552em

listen to people have an interest in who 1048552ey are immerse yourself in 1048552eir world do it because you believe itrsquos important

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

One more 1048552ing

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

h1048567pwwwfli1048553rcomphotosjonrogers2434962574

now usually at this moment someone raises his hand and asks ldquoMarc yoursquore telling us all this stuff that we have to pay more attention to people and so on but I just want cheap fuelrdquo Good point so do IWe have to look at what the primary economic offering is in this case its just petrol Nothing more nothing less Itrsquos a basic commodity and you want them as cheap as possible

h1048567pwwwfli1048553rcomphotostonwesseling2214509996Who doesnrsquot know the coffee company Itrsquos the dutch starbucksCan anyone tell me what yoursquore buying hereYoursquore buying ldquofun-timerdquo relaxation Yoursquore NOT buying coffee

fuel = fun

Itrsquos a big difference between paying for fuel or for fun

Q amp A

Part 2what is Service Design

A service is made up of 3 1048552ings wersquove seen

before

Service

Te1048554nology

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Q amp A

Part 2what is Service Design

A service is made up of 3 1048552ings wersquove seen

before

Service

Te1048554nology

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Part 2what is Service Design

A service is made up of 3 1048552ings wersquove seen

before

Service

Te1048554nology

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

A service is made up of 3 1048552ings wersquove seen

before

Service

Te1048554nology

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Service

Te1048554nology

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Te1048554nology

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Service

Te1048554nology

How do we do it

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Business

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Service

Te1048554nologyBusiness

processShould we

do itHow do we

do it

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Peopleh1048567pwwwfli1048553rcomphotossverreb2722763403

Not only the people who provide the service but also the people who use the service

Service

Te1048554nologyBusiness

People

process

productbrand

Should we do it

How do we do it

What do 1048552ey want

Service + Design

So why should we design services

its not 1048552at hard design creates be1048567er

services

Wersquove said it on one of the first slides

You have a different primary focus when you design people

1048552ink espressobar againDesigners you are the ones who can add value thereYou wonrsquot be the ones creating the best coffeeBut you are the ones who understand how to look at people and design the experience that suits theyrsquore needAnd donrsquot be fooled it goes way beyond the color of the chairs

h1048567pwwwfli1048553rcomphotostpoholmes375953694better experience = more economic value

Service + Design

So why should we design services

its not 1048552at hard design creates be1048567er

services

Wersquove said it on one of the first slides

You have a different primary focus when you design people

1048552ink espressobar againDesigners you are the ones who can add value thereYou wonrsquot be the ones creating the best coffeeBut you are the ones who understand how to look at people and design the experience that suits theyrsquore needAnd donrsquot be fooled it goes way beyond the color of the chairs

h1048567pwwwfli1048553rcomphotostpoholmes375953694better experience = more economic value

its not 1048552at hard design creates be1048567er

services

Wersquove said it on one of the first slides

You have a different primary focus when you design people

1048552ink espressobar againDesigners you are the ones who can add value thereYou wonrsquot be the ones creating the best coffeeBut you are the ones who understand how to look at people and design the experience that suits theyrsquore needAnd donrsquot be fooled it goes way beyond the color of the chairs

h1048567pwwwfli1048553rcomphotostpoholmes375953694better experience = more economic value

1048552ink espressobar againDesigners you are the ones who can add value thereYou wonrsquot be the ones creating the best coffeeBut you are the ones who understand how to look at people and design the experience that suits theyrsquore needAnd donrsquot be fooled it goes way beyond the color of the chairs

h1048567pwwwfli1048553rcomphotostpoholmes375953694better experience = more economic value

h1048567pwwwfli1048553rcomphotostpoholmes375953694better experience = more economic value

time for a videoh1048567pwwwyoutubecomwat1048554v=rYKMSAEaDik

How does all 1048552is relate to CMD

So has this made sense

Design is a process to create value for people

Design at 1048552e level of policy and ideology

Design at 1048552e level of process and system

Design at 1048552e level of form and

detail

The design field is growing

The design proces can be applied to more than form and detail

your design skills can take you way beyond a

(computer) interface

Think beyond web services mashups mobile applications google maps etc etc

What would you do to change an hospitalHow would you improve your local government

donrsquot forget about products

focus on services

Good product designers are being educated right now in India Brazil and China

Services are much more embedded into an local culture The design of services is therefore almost impossible to outsource

ba1048553 to 31Volts

Ok after hearing all this you now probably wonder what is that you guys actually do at the 31Volts studio

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Design is a process to create value for people

Design at 1048552e level of policy and ideology

Design at 1048552e level of process and system

Design at 1048552e level of form and

detail

The design field is growing

The design proces can be applied to more than form and detail

your design skills can take you way beyond a

(computer) interface

Think beyond web services mashups mobile applications google maps etc etc

What would you do to change an hospitalHow would you improve your local government

donrsquot forget about products

focus on services

Good product designers are being educated right now in India Brazil and China

Services are much more embedded into an local culture The design of services is therefore almost impossible to outsource

ba1048553 to 31Volts

Ok after hearing all this you now probably wonder what is that you guys actually do at the 31Volts studio

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Design at 1048552e level of policy and ideology

Design at 1048552e level of process and system

Design at 1048552e level of form and

detail

The design field is growing

The design proces can be applied to more than form and detail

your design skills can take you way beyond a

(computer) interface

Think beyond web services mashups mobile applications google maps etc etc

What would you do to change an hospitalHow would you improve your local government

donrsquot forget about products

focus on services

Good product designers are being educated right now in India Brazil and China

Services are much more embedded into an local culture The design of services is therefore almost impossible to outsource

ba1048553 to 31Volts

Ok after hearing all this you now probably wonder what is that you guys actually do at the 31Volts studio

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

your design skills can take you way beyond a

(computer) interface

Think beyond web services mashups mobile applications google maps etc etc

What would you do to change an hospitalHow would you improve your local government

donrsquot forget about products

focus on services

Good product designers are being educated right now in India Brazil and China

Services are much more embedded into an local culture The design of services is therefore almost impossible to outsource

ba1048553 to 31Volts

Ok after hearing all this you now probably wonder what is that you guys actually do at the 31Volts studio

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

donrsquot forget about products

focus on services

Good product designers are being educated right now in India Brazil and China

Services are much more embedded into an local culture The design of services is therefore almost impossible to outsource

ba1048553 to 31Volts

Ok after hearing all this you now probably wonder what is that you guys actually do at the 31Volts studio

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

ba1048553 to 31Volts

Ok after hearing all this you now probably wonder what is that you guys actually do at the 31Volts studio

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

our design proces(you should know 1048552is)

Well like I said before we design And a lot of the things we do should be pretty familiar to youLetrsquos take a closer look

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

1 Resear1048554We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

1 Resear1048554

user interview

shadowing

cultural probes

creating personarsquos

contextmapping

photostudyrsquos

We do a lot of research insight gathering and analys Some people do quantitive market research some to trend analysis We try to focus on the actual life of people Getting to know who they are what is important to them We design all kinds of tools to get these insights Especially because there is a difference between what people SAY and what people DOSo this is all about getting out on the street doing interview taking photos creating personarsquos mapping the context etc etc

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

2 Concept DevelopmentWe do a lot of concept development

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

2 Concept Development

sket1048554ing

storyboards

scenariorsquos

moodboards

brainwriting

We do a lot of concept development

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

3 PrototypingPrototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

3 Prototyping

playacting

storytelling

lo-fi moddeling

virtual reality

Prototyping intangible things like experiences is somewhat a new field of expertiseWe use storytelling playacting create physical models

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

4 Implementation

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

4 Implementation

service blueprints

service evidence overview

implementation plans

training programme

business plans

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Q amp A

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Part 31048552e assignment

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

The homework

who has made more than 3 5 10 photosWhat did you photograph what was positive and negative

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Todays assignment

Create a Customer Journey Map

One small step in the whole design process Itrsquos a tool to get insight in the current experience and identify gaps and opportunaties

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Why

Holistic view on experiences

Itrsquos an research step to identify gaps and opportunities in an existing experience

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

2 1048552ings you need to know

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

journeys amp tou1048554points

Who is familliar with the term touchpointsFysiek virtual human

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Case

1048552e trainride (simplified)

1 learn

2 plan

3 enter

4 ti1048553ets

5 wait

6 board

7 travel

8 arrive

9 continue

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

remember tou1048554points can be physical virtual

or human

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

your result could look some1048552ing like 1048552is

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Q amp A

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Did you know

31Volts has internships

Yes wersquoll make you into a cartoon too and let you work on cool projects

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

Thanks marc31vnl

h1048567ptwi1048567ercommarcfonteijn

+31 6 48 37 29 04

A1048567ribution-Noncommercial-Share Alike 30 Ne1048552erlands

live rating

Now wersquore going to do an total anonymous rating of the presentation yoursquove just seenWho grades this presentation lower than a 5Who grades this pres a 6 7 9 10