SERVICE DESIGN FOR UNEXPECTED PLACES. 

RON KERSIC SENIOR ARCHITECT ING CHIEF TECHNOLOGY OFFICE 

CHIEF TECHNOLOGY OFFICE TECHNOLOGY DESIGN BUSINESS ORGANISATION 

1.APPLE 2.ALPHABET 3.MICROSOFT 4.FACEBOOK 5.AMAZON 

1.APPLE 2.ALPHABET 3.MICROSOFT 4.FACEBOOK 5.AMAZON 1.GOOGLE 2.APPLE 3.MICROSOFT 5.FACEBOOK 7.AMAZON 

SOFTWARE …ATE THE WORLD. 

SOFTWARE INTERNET …ATE THE WORLD. 

SOFTWARE INTERNET MOBILE …ATE THE WORLD. 

FROM LINEAIR VALUE CHAINS… PIPES PRODUCER PRODUCTION DISTRIBUTION CONSUMERS 

…TO PLATFORM ECOSYSTEMS PLATFORM 

FROM… PRODUCER/CONSUMER CUSTOMER SEGMENT ‘SOLVING A PROBLEM’ DESIGN FOR MARKETS OPTIMISE FOR PRODUCTION 

FROM… PRODUCER/CONSUMER CUSTOMER SEGMENT ‘SOLVING A PROBLEM’ DESIGN FOR MARKETS OPTIMISE FOR PRODUCTION …TO PLATFORM/ECOSYSTEM PEER SEGMENT ‘ENABLING A POTENTIAL’ DESIGN AS MARKETS OPTIMISE FOR INTERACTION 

Service design aims to ensure service interfaces are useful, usable and desirable from the client’s point of view and effective, efficient and distinctive from the supplier’s point of view. Service design is all about making the service you deliver useful, usable, efficient, effective and desirable. - UK DESIGN COUNCIL, 2010 - BIRGIT MAGER, 2009 Service design is a holistic way for a business to gain a comprehensive, empathic understanding of customers needs. - FRONTIERS SERVICE DESIGN, 2010 Developing the environments, tools and processes that help employees deliver superior service in a way that is proprietary to the brand. - CONTINUUM, 2010 “ “ “ “ 

No content

No content

No content

TECHNOLOGY BUSINESS DESIGN ORGANISATION 

TECHNOLOGY BUSINESS DESIGN ORGANISATION 

RON KERSIC [email protected]