1

servicedesign

beingrigorousabouttowhomitisrelevant

2

“HowcanIhelpyou?”

=

Whataretheexpectationsandlimitsofmyrolehere?

Howcanthisorganizationhelpyou?

Iamhavingsuchabadday!

Icanonlyhelpyouifyouhelpmebytellingmeclearlywhatyoureallywant.

Howmucharetheypayingmetobenicetosomeoneasawfulasyou?!

3

“HowcanIhelpyou?”

=

servicedesignisunavoidablypolitical

insofarasitisinessencegettingpeopletoperformtheroleof_beingfriendlyto_astranger

=(servicingtheneedsof)

4

“HowcanIhelpyou?”

=

servicedesignistheatricallypolitical

5

servicedesign

serviceengineeringservqualmanagement

6

servicedesign

serviceengineeringservqualmanagement

newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand

7

servicedesign

serviceengineeringservqualmanagement

newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand

user‐centereddesignresearch‐leddesign

8

servicedesign

serviceengineeringservqualmanagement

newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand

user‐centereddesignresearch‐leddesign

newwaysoflivingsocialdesignco‐creation

9

servicedesign

serviceengineeringservqualmanagement

user‐centereddesignresearch‐leddesign

political

economicnewwaysofconsuming

ROIMargins/MarketShareCustomerLoyalty/Brand

newwaysoflivingsocialdesignco‐creation

10

Friday’sNewYorkTimes

11

servicedesign

serviceengineeringservqualmanagement

user‐centereddesignresearch‐leddesign

political

economic

newwaysofworkingserviceproviders

employees

newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand

newwaysoflivingsocialdesignco‐creation

12

servicedesign

serviceengineeringservqualmanagement

user‐centereddesignresearch‐leddesign

political

economic

newwaysofworkingserviceproviders

employees

newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand

newwaysoflivingsocialdesignco‐creation

economicpolitics

13

servicedesign

serviceengineeringservqualmanagement

user‐centereddesignresearch‐leddesign

?newwaysofworkingserviceproviders

employees

newwaysofconsumingROIMargins/MarketShareCustomerLoyalty/Brand

newwaysoflivingsocialdesignco‐creation

14

attheleasthaving(empathywith)

employeeserviceprovidersaspartofservicedesigning

?

15

attheleasthaving(empathywith)

employeeserviceprovidersaspartofservicedesigning

?

[andprecisely(orpolitically)notmerelymanagerial

representativesofemployees(i.e.,theclientscommissioning

theservicedesign)]

16

17

18

managerialservqual

19

employees?

20

towhatend(beyondfunctionality)?

21

canadesigner/clientquicklylearntoperformandimprovisewithinanunembarrassingservicerole?awkwardness

22

SCAPES TRAINING

servicescapes(sets,props,costumes)cuingserviceproviderrolesaswellascustomerco‐productionroles

23

SCAPES TRAINING

designingtrainingiterative(learningfrom‘intheVield’serviceprovidersinordertore‐teachthedesign)

24

?