'services' as - Dubberly Design Office

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Services must continuously monitor their operation – maintaining existing standards – identifying quality problems and setting new standards – recognizing and exploiting new opportunities in a changing environment – building a culture dedicated to using feedback Internally at the Service Interface Externally Service Self-diagnostics (current and logitudinal) Customer Interaction (individual and aggregate) Individual Comments (e.g., word-of-mouth) Amplified Comments (e.g., blogs, press) Service <strong>Design</strong>: 12 Principles 34
New tools can build a ladder to health + wellbeing. Health + Wellbeing enable Better Choices yield Motivation + Validation yield Conversations + Learning support Data + Stories generate Actions + Events Service <strong>Design</strong>: 12 Principles 35
Page 1 and 2: University of Washington 7 November
Page 3 and 4: “... commercial products are best
Page 5 and 6: In 2007, Philips sold its chip divi
Page 7 and 8: One Value is in the experience Serv
Page 9 and 10: Defining marketspaces —Rheinfrank
Page 11 and 12: MENU Apple is a systems company—
Page 13 and 14: Amazon’s Kindle-Reader-Whispernet
Page 15 and 16: Each step expands our potential Per
Page 17 and 18: Reputation = How people think of
Page 19 and 20: A logo is a sign of the quality of
Page 21 and 22: Brands are a special type of “sig
Page 23 and 24: A brand belongs to no one individua
Page 25 and 26: Three Sending a message is not enou
Page 27 and 28: The message that I think I’m send
Page 29 and 30: Hardware controls are often physica
Page 31 and 32: Four Learning requires interaction
Page 33: Bill Verplank’s Model of Interact
Page 37 and 38: Human communication is more complex
Page 39 and 40: Human communication relies on agree
Page 41 and 42: Six Services are intangible and unf
Page 43 and 44: A wonderful service experience: din
Page 45 and 46: The conventional sales cycle funnel
Page 47 and 48: The experience cycle emphasizes bui
Page 49 and 50: Apple experience cycle: In the larg
Page 51 and 52: Apple experience cycle: In the smal
Page 53 and 54: User interacting with artifact Serv
Page 55 and 56: Meta-Designer interacting with Desi
Page 57 and 58: Data Upload Prompt 5.0 Review Memor
Page 59 and 60: We built a demo development framewo
Page 61 and 62: The framework includes an all-scree
Page 63 and 64: Nine Build platforms— systems wit
Page 65 and 66: Choose from a range of options Mini
Page 67 and 68: Assemble building blocks or a kit o
Page 69 and 70: Starbucks offers almost 200 million
Page 71 and 72: Ten Take advantage of network effec
Page 73 and 74: As the number of nodes grow, each n
Page 75 and 76: iPhone Pages The iPhone will connec
Page 77 and 78: Eleven + + + Convergence 2.0 Intera
Page 79 and 80: About 10 years ago, signs of a seco
Page 81 and 82: Convergence will hasten the growth
Page 83 and 84: Twelve Create easy steps for learni
Page 85 and 86:
A really big challenge can be diffi
Page 87 and 88:
Flow is a state-of-mind in which ab
Page 89 and 90:
Games often include elaborate inter
Page 91 and 92:
What does all this mean? The world
Page 93:
Special thanks to Shelley Evenson P
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'services' as - Dubberly Design Office

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