Post on 27-Jan-2015
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SERVICE DESIGN AN INTRODUCTION TO SERVICE DESIGN
For Translink
Prepared by Cathy Wang & Bert Bräutigam
July 10th 2012
INTRODUCTION
The South Coast Brit ish Columbia Transportation Authority -
provides transportation in bus, skytrain, seabus, and west
coast express throughout Vancouver lower mainland.
WORKSHOP SUMMARY • What is service design? • Different ways of growing existing services and developing
new ones. • Translink future services inspirations.
SERVICE DESIGN
SERVICE DESIGN IN PRACTICE
Business goals
Customer needs
Technology
Innovation
DESIGN THINKING
CROSS-PLATFORM
http://bobsled.com/#!/home
SERVICE DELIVERY
http://holzheid.com/HomeEnergyManager.html
BUSINESS VALUES
http://www.apple.com/ipad/business/profiles/bbva/
BIG DATA AND PREDICTION
From physical interaction to day-to-day online activities
http://www.forbes.com/sites/kashmirhill/2012/02/16/how-target-figured-out-a-teen-girl-was-pregnant-before-her-father-did/
TARGETED AUDIENCE
http://www.psfk.com/2012/02/facial-recognition-billboard.html
INTERCONNECTIVITY
http://www.ipavement.com/
CASE STUDIES Transportation specific examples
Thalys, the high-speed train that connects Paris, Brussels, Amsterdam and Cologne, is targeting business travellers with a new seating option in first class. Starting next month, the rail company will offer a meeting room for four people located at the front of the train.
TARGETED AUDIENCES
GAMIFICATION Chromaroma is a game that “shows you your movements and location as you swipe your Oyster Card in and out of the Tube.
TOP-DOWN INTEGRATION
In Murcia. citizens could register to get a lifelong ticket for city travel on the tram in exchange for their car,
LEVERAGE TECHNOLOGY
France’s public transport authority, STIF, have announced plans to integrate the Navigo card with NFC-compatible smartphones, meaning commuters will soon be able to swipe their smartphone over special readers
WHAT DOES THIS MEAN?
REAL TIME SERVICES
LOCAL BUSINESS & EXPLORATION
GREEN & EMPOWERMENT
THANK YOU me@cathycracks.com