SF Service Jam Day 1 Deck

SAN FRANCISCOGLOBAL SERVICE JAM 2014

@SDNSF @Cooper

Meet your volunteer facilitators!

Friday

Housekeeping

What is a Jam?

100+ jams working on the same theme..

Creating something that you could not create by yourself

Show don’t tell

Build on other jammer’s ideas

Have fun!

Overview of the weekend!

Don’t get too deep

If can’t choose a direction, prototype both

Bring the service to life

We’re more concerned with if there should be a brochure, not it’s layout.


Service Design… what?

What has 30 year done to services?

BIG IDEA

Checks Phone Mail Branch

BIG IDEA

Checks Phone Mail Branch Debit card ATM Online banking Mobile web Txt iPhone Android Mobile check deposit Retail partners Twitter

BIG IDEAPrinting press !!!Graphic Design

Industrial age !!!Industrial Design

!Computer age Mobile age !!Interaction design

Coordinating all these resulting channels !Service design

BIG IDEALove...

BIG IDEALove...

BIG IDEAHate…

BIG IDEA80% of service companies believe that they have a superior service proposition

8% of customers agree

BIG IDEA80% of service companies believe that they have a superior service proposition

Service Anticipation Gap 8%

of customers agree

What are services?

…outcomes in which customers do not take ownership of physical elements involved.

Services are co-created by service users and service employees.

BIG IDEA

More than just the user Service customers Service users Frontstage employees Backstage employees Partner employees

Your outcome and experience is likely to be very different than mine.

BIG IDEA

GIVE Time Money Skilled labor Goods Information Data Knowledge Aesthetics Experiences

GET Time

Money Skilled labor

Goods Information

Data Knowledge Aesthetics

Experiences

BIG IDEAExchanges occur through mediums…

BIG IDEACalled touchpoints…

BIG IDEAPeopleEmployees and other customers encountered while the service is produced.

Place The physical space or the virtual environment through which the service is delivered.

PropThe objects and collateral used to produce the service encounter. Forms, products, signage, etc.

PartnerOther businesses or entities that help to produce or enhance the service encounter.

ProcessWorkflows and rituals that are used to produce the service encounter. Relates the people, place, props, and partners.

The 5 P’s…

BIG IDEA

Which take place over time…

Service Cycle

Entise

Enter

Experience

Exit

Extend

Use

Retain

Orient

Att

ract

Entice

BIG IDEA

Which take place over time…

Service Cycle

Entise

Enter

Experience

Exit

Extend

Use

Retain

Orient

Att

ract

Entice

BIG IDEAFront stage !

Back stage


Service Design...


User centered


Holistic

IN HOUSE ENTITIES

SECONDARY PARTNERS

TERTIARY PROVIDERS

GOVERNMENT & POLICY

DIRECT PARTNERS

$

$

$

SELL

PAY FOR ENERGYSELL EXCESS ENERGY

CERTIFIES ENERGY PRODUCTS

SELL

SELL

FUNDING&INCENTIVES

PROVIDE ECO MORTGAGE SECURITIES

CLIENTS & CERTIFICATION

COMMISSION & PRICING

PROVIDE SATELLITE DATA

PROVIDES DATA & CERTIFICATION OF PRODUCTS

SELL

SELL

SELLSELL

TECH DATA

REGULATE ENERGY MIX/CARBON ALLOWANCES

REGULATE ENERGY MIX/CARBON ALLOWANCES

SELL ENERGY

SUBSIDIZES CONSUMER COST

DETERMINE

DETERMINE ABOUT OF ECO LOANS

CON

TRACT

CONTRACT

REGULATE DEMAND

REGULATE DEMAND

DETERMINE POLICY

DETERMINE POLICY

PROVIDE ENERGY BILL DATA

$

$

$

$

$

$!

$

Cash Sources

Threats to Peek

$

COMM

ISSIONS TO BUILD

COMMISSIONS TO BUILD

INSTALL AND SUPPORT

Peek Renewable

Energy Certificates

Personal PV System Installation

Energy Brokerage

Department of Energy

Fannie & Freddie May

Local Utilities

!

Renewable Electricity Providers

Renewable energy

certificate providers

Carbon Offset providers

Green-E

!

ISOs

Mint.com

Smart Grid Policy

Federal Government

!

State Government

!

Local Utilities

Federal Government

!

State Government

!

Home Owners with renewable

Power Resources

Green-E

OEM for Controller

Boxes

Solar Panel OEMS

!

Solar Panel Dealer/

Installers

EEM Auditors

Contractors for Home Efficiency Local Utilities

Credit Bureaus

Smart Grid Policy

!

Local and State Government

!

Congress

Bing Maps

OEM for Controller Boxes & in

Home Energy Monitoring touchpoints

peek


Co-creative


Sequential


Evidenced


Service design tools

Expansive toolsService design has a wonderfully diverse toolset and range of methodologies.

Your best tool is other JammersI’m not just saying that. They really are.

Journey mappingMap out the customer’s journey through an existing or future service.

Journey mappingBy maybe more like this.

Service BlueprintingA good tool for exploring the operations of your service. Think of it like an architectural blueprints, it tells you how to build it.

Service BlueprintingBy maybe more like this.

The business model canvasGreat tool if your service involved a business model innovation or change.

Value prop canvasFor the Jam it may be a bit overcomplicated. But a good tool if you’re stuck.

StoryboardingExcellent tool for refining your service story and communication. Don’t worry about the quality of the drawing. Go for it!

Paper prototypingIf you need to work out an interface a paper prototype is the way to do. Quick, easy, and beast of all, easy to change.

Desktop modelsIf your service has a large environmental component, grab some foamcore and whip one up.

Rough prototypingDon’t try and make the prototype real right off the bat. Start rough and iterate, learning as you go. You can use the play room.

BodystormingGet active and brainstorm with your body.

Experience videosGrab an iPhone and start shooting. Cup your hand over the base for better audio. We have phone booths for voiceovers.

www.servicedesigntools.orgA great resource for additional tools or more information.

Now get out there and get your Jam on

Let’s break the ice a bit

And the theme is…

Shout out what the theme means to you.

• With your group (still not final group) generate some service areas to explore based on theme. For example, a service for addressing community elder care.

• The prompt: “What if we used ____ to address ____”

• Remember to think outside the… box?

• Select 2 ideas to share with the whole SF Jam.

Idea brainstormService categories

• Government • Community • Business to business • Sharing platforms • Rental • Transportation • Healthcare • Legal • Food services • Entertainment • Financial services

Share top exploration areas with Jam

Team selection

Overview of what’s needs to happen before heading home

• Get to know your team

• Create your focus statement

• Make a team page on the planet jam site

• Post your focus statement to your project page

Get to know your team• Find a work area. Marked with the jam jars.

• Exchange contact info

• As a team, each member states their reason for attending the jam, what they hope to get out of it, something they can offer the group, and something the group could help them with.

• Name your team

Focus statement

• What sector are you working in?

• What are you focusing on for the Jam? (for example: we want to explore improving the service experience for package delivery)

• We’re not looking for solutions. Just a direction to head in Saturday morning.

The Jam is on!Meet back up here at 8:45pm to share your focus statement.

Share your teams focus statement

Saturday

Sunday

Before you leave• Tomorrow your on your own for meals. Fit them into

your workflow.

• Bring tools • Camera • Legos or simular • Notebook • Laptop

• Bring a random toy or prop for you and other jammers to use.

• Doors open at 9am. Coffee and snacks will be provided

Date post:	28-Jan-2015
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