'services' as - Dubberly Design Office

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Old thinking + New thinking Product as object + as experience static + dynamic node + link unique + platform Focus computing + communicating with + through Key skills manufacturing + services product design + interaction design Service Design: 12 Principles 92
Special thanks to Shelley Evenson Paul Pangaro Michael Gallagher hugh@dubberly.com Presentation available at http://www.dubberly.com/presentations/UW_Service_Design.pdf
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University of Washington 7 November
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“... commercial products are best
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In 2007, Philips sold its chip divi
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One Value is in the experience Serv
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Defining marketspaces —Rheinfrank
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MENU Apple is a systems company—
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Amazon’s Kindle-Reader-Whispernet
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Each step expands our potential Per
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Reputation = How people think of
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A logo is a sign of the quality of
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Brands are a special type of “sig
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A brand belongs to no one individua
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Three Sending a message is not enou
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The message that I think I’m send
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Hardware controls are often physica
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Four Learning requires interaction
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Bill Verplank’s Model of Interact
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New tools can build a ladder to hea
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Human communication is more complex
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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: What does all this mean? The world
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