SERVICE DESIGN AND INNOVATION CONFERENCE This%project%has%received%funding%from%the%European%Union's%Horizon%2020%research%and%innova<on%programme%under%the%Marie% SklodowskaBCurie%grant%agreement%Nº%642116%
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DESIGN
INDEED „It is not the tram that makes transportation a successful experience. It is the schedule.“ Lucius Burckhardt. Design is invisible.
SERVICE DESIGN DEFINITION Service Design creates services that are useful, usable and desirable from the customer perspective and efficient, effective and different from a provider perspective.
3.270 ¡ 67 2003
SERVICE DESIGN DEFINITION 2003
2013 12
Service Design choreographs processes, technologies and interactions within complex systems in order to co-create value for relevant stakeholders. Prof. Birgit Mager, 2010
LUFTHANSA
LUFTHANSA 2001
STORYBOARDS
MOCK UPS & PROTOTYPES
Storyboarding
LUFTHANSA 2013
LUFTHANSA
THE SERVICE DESIGN EVOLUTION PLAYFUL FRAMING STRATEGIC FOCUS USER FOCUS SYSTEM VIEW METHODS MINDSET CONCEPTS IMPLEMENTATION EXTERNAL SUPPORT INTERNAL CAPACITY
TT INNOVATION LABS Vargo/Lusch
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