Marc Stickdorn

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May 03, 2019

Marc Stickdorn

Doing is the Hard Part: How to Embed Service Design in Organizations

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May 03, 2019
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  1. 1.

    #FBTB19 DOING IS THE 12 COMMANDMENTS OF SERVICE DESIGN THE

    HARD PART Marc Stickdorn @MrStickdorn
  2. 4.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn 4 CORE ACTIVITIES

    Research Ideation Prototyping Implementation The process of service design
  3. 9.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn Monitor KPIs over

    time Get actionable insights QUANTITATIVE QUALITATIVE RESEARCH
  4. 16.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn KEY INSIGHTS Alan

    persona, character, role wants to eat less chocolate action, situation because it makes him fat aim, need, outcome but it makes him feel safe. restricion, obstacle, friction USER STORIES As a regular customer of SaaS products persona, role, type of user I want invoices to be sent directly to my accounting action so that I don’t have to care about this every month. outcome DATA SYNTHESIS & ANALYSIS Primary data Interpreted data JOB-TO-BE-DONE When I have to travel for business situation I want to lose as little time as possible motivation, forces so that I can maximize my work time. expected outcome
  5. 17.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn DATA VISUALIZATION Primary

    data Interpreted data Visualization PERSONAS SYSTEM MAPS JOURNEY MAPS
  6. 34.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn USE THIS PROCESS,

    THEY SAID. IT WILL GUIDE YOU, THEY SAID.
  7. 36.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn as we communicated

    it THE REALITY™ as it actually happened THE REALITY™ Credit: The Design Squiggle by Damien Newman
  8. 37.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn The Squiggle The

    Mayhem Credit: The Design Squiggle by Damien Newman
  9. 38.

    The Curtain The Plate The Bow Tie The Squiggle The

    Hyperloop The Maze DOING IS THE HARD PART #FBTB19 @MrStickdorn The Mayhem The Fountain The March The Autobahn The Black Hole The Pinball
  10. 44.
  11. 45.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn CIRCULAR 
 SINE


    CIRCLES You’re safe if you’re living …
  12. 47.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn NOT SURE
 IF

    REAL ADVICE OR CONSULTANT
 BULLSHIT Meme based on Futurama by Matt Groening
  13. 49.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn 5-day service design

    iteration 3-day service design session introduction workshop service design sprint pilot project experience pitch incubator session innovation challenge 1-year service design implementation 2-year cultural change teaser stunt
  14. 50.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn DESIGN THE 


    PROCESS ITSELF! — This is Service Design Thinking, 2010
  15. 55.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn OFFIC IALLY APPRO

    VED OFFIC IALLY APPRO VED GOOD ENOUGH AND THERE WE GO. Version 367.2.8
  16. 56.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn WHEN IS IT

    The single most OFFIC IALLY APPRO VED OFFIC IALLY APPRO VED GOOD ENOUGH important question ?
  17. 63.
  18. 66.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn IT’S NOT ABOUT

    TOOLS … 9 IT’S ABOUT CHANGING REALITY
  19. 71.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn PEOPLE DON’T WANT

    SERVICE DESIGN, 
 THEY WANT THEIR PROBLEMS SOLVED. Yes, it sounds a bit trivial.
  20. 88.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn YOU DESIGN SERVICES

    
 AND SYSTEMS. No matter how you call it …
  21. 89.

    DOING IS THE HARD PART #FBTB19 @MrStickdorn THANK 
 YOU


    VERY
 MUCH! ON STAGE Marc Stickdorn
 @MrStickdorn SLIDES Jakob Schneider
 @jakoblies SOFTWARE www.smaply.com
 www.experiencefellow.com BOOKS www.tisdt.com
 www.tisdd.com