Innovate with Service Design – WebTalk 2 of 6

Service Design employs a variety of dynamic visual tools, which are used to represent the importance of perspective. Gaby Odekerken demonstrates here how a mock-up of a service process in the hospitality industry can be represented through lego gaming for example, where you can easily see the space and move it around to represent the service from different aspects. Personas can be used to represent the archetypal customer and a service blueprint helps to take an organisational perspective. These tools all serve to create a visual representation of the service and in doing so, allow for a holistic view.

It’s all in the mind. How organisations need to think differently if they want to stay ahead of the competition and continue to be relevant to their customer-base, now and in the future.

Gaby Odekerken – Professor of Customer-Centric Service Science – and Damien Nunes – Design Thinker & Trainer at UMIO – discuss the meaning and impact of Service Design and Design Thinking on organisations and how this approach can offer dynamic and innovative solutions to a competitive and fast-paced globalised world. Using examples from her work at the Service Science Factory, Gaby demonstrates the success this approach has had on organisations’ bottom line.

This episode is part of the larger WebTalk series called ‘Innovate with Service Design’. Create a free account to gain access to the whole series!

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