Book 1 : This is Service Design Thinking

Replies to This Discussion

Permalink Reply by Tania Ivanka on May 23, 2011 at 20:11

Stickdorn, M., Schneider, J. et al. (2010) This is Service Design Thinking. BIS Publishers, Amsterdam.

http://thisisservicedesignthinking.com/

 

Check out http://booko.com.au/books/isbn/9789063692568 for the best deals

 

Meeting TBC between 5-13 July 2011

Permalink Reply by Stewart Walker on May 24, 2011 at 10:50

Started reading it last night, so count me in.

Permalink Reply by Julia Birks on July 11, 2011 at 14:59

Hi All,

 

Is the Service Design Bookclub for This Is Service Design Thinking still on for Tuesday 12 July? What's the location etc?

Cheers!
Julia.

 

 

Tania Ivanka said:

Stickdorn, M., Schneider, J. et al. (2010) This is Service Design Thinking. BIS Publishers, Amsterdam.

http://thisisservicedesignthinking.com/

 

Check out http://booko.com.au/books/isbn/9789063692568 for the best deals

 

Meeting TBC between 5-13 July 2011

Permalink Reply by Tania Ivanka on July 13, 2011 at 12:12

Hi Julia,

July as got away. I'm going to set it for 26th July.

I will post it up as an event for the whole network - we have lots of new members, as well as new people in the book club.

We can host at RMIT, I will include the exact location shortly :)

Permalink Reply by Yoko Akama on July 13, 2011 at 13:09

Tania - that week is looking pretty busy already with loads going on at State of Design festival too... I'm unable to come that day though - I'll be in Brisvegas for that Social Innovation workshop...

Permalink Reply by Tania Ivanka on July 13, 2011 at 13:12

Egad - you're right... Okay 1 more week onwards... I guess the first one is always the most painful to get going!

Permalink Reply by Julia Birks on July 14, 2011 at 11:23

EDIT:  SOrry, just saw your information posted in the event invite.  :) Looking forward to joining everyone!

 

So just to confirm -- we're looking at:

 

Tuesday 2nd August - time TBC by Tania

RMIT -- precise location TBC by Tania

 

Tania, please let us know when you have time & location confirmed so we can put it in the diary! :)

Permalink Reply by Tania Ivanka on July 14, 2011 at 11:40

Sorry again, I posted out a global event (which you've seen it now anyway), but details follow :)

(http://www.servicedesign.net.au/events/book-club-meet-up-1)

Time: August 2, 2011 from 6pm to 8pm
Location: RMIT, Building 9, Level 2
Street: Cnr Bowen and Franklin Street
City/Town: Melbourne CBD
Website or Map: http://maps.google.com.au/map…
Phone: 0401922280

(For now I think the calendar function will provide the wrong time if you download it to your calendar... Might be a Ning time zone thing that hopefully they will respond to and fix...)

Permalink Reply by Julia Birks on August 3, 2011 at 12:47

Hi All,

 

A quick overview of the Service Design bookclub discussion from last night.  Please feel free to ask any questions about my notes if you have them.

 

Please note that these are MY BRIEF NOTES ONLY from discussion -- they might not fully represent people's views, so if you have queries with what is said below, please leave a note or contact the person directly to discuss.

 

Cheers,

Julia

 

------------------------------------------------

Service design book club: "This is Service Design Thinking" by Jakob Schneider (2010)

> Basic overview into SD directed at practitioners

 

Attended by:

Rich, ex Stamford, Telstra UX

Sarah, comms designer, branding FMCG, Unwood

Tania, RMIT teaching, interaction design with SD

Yoko, RMIT teaching, HCD

Aiden, Realestate.com.au SD

Catherine, ex Stamford, Thoughtworks

Di, exStamford, Telstra interaction designer

Julia, Hiser UX

 

Yoko:

Service design is an approach rather than a set of methods Create meaningful connections between people: this is hard to do and not an instantaneous product of SD

 

Aiden:

Pro-"LEAN", pro-agile

 

Where does service design fit into organization?

What is the difference between SD and OE?

 

Di:

Why is SD such a buzz word?

Venn diagram showing overlap in SD/ UX / UCD/ OE

Julia: is SD the "bubble" that pulls together all the divergent fields into one cohesive unit?

 

Aiden:

SD= end to end solution (rather than "overarching")

 

Sarah:

Geeksquad example

 

Catherine:

Zappos example

 

Rich:

Apple example

 

Tania: 

Case studies (applied service design)

Some tools seemed to double up (contextual enquiry/ shadowing) Some tools / methodologies deserved more info than others Some "tools" seemed to be approaches/ principles Links to more resources on each tool would have been beneficial for more info

 

Rich/ Aiden:

Do you have to change org structure to incorporate SD? Silos!

Are depts too decentralized to change / engage SD?

Is culture change possible to facilitate? Get ppl to think one step down the line even if it's not end to end. 

KPIs can counteract SD!

 

SD is always asking "WHY?": Why is that a problem? how can we make it better?

 

Catherine:

Hospital project is a case study: IDEO kaiser permanente hospital chain

- improving handover of cases

- improving patient expectations for mothers coming in to give birth

 

Could we compile a "book" or group of examples of SD case studies personal to us, wins, methodologies used - Australia centric?

 

Aiden:

Service design focuses on SERVICE instead of PRODUCT.

 

Aiden:

"How likely are you to refer our products / services" - called "Net promoter score"

Measurement must be based on customer experience, regardless of what the question is

 

**One of our big roles as SD thinkers is as educators**

To educate others in the org around SD and service design centered thinking

Aim: Go into an organisation in order to make yourself redundant (ie, embed SD thinking / culture throughout the org so you are no longer needed)

Help to create a toolkit so they can run SD thinking without you

 

Our own net promoter score!:

How likely are you to recommend "This is Service Design Thinking" (book) to friends and colleagues?

Scale of 1-10

• Aiden 9
• Cath 6
• Sarah 10
• Di 6 (did not read)
• Rich 8
• Tania 6
• Julia 7 (did not read)

 Net promoter score for "This is Service Design Thinking"

Total entries = 7

No of promoters (9&10) = 2 = 29%

Passive (7&8) = 2

Detractors (remainder) =3 = 43%

Difference = 29%-43%

Final score:  -14

 

Book recommendations:  

• "Business Model Generation" > Catherine: "Best textbook I've ever seen!"
• "Service design tools" website - great site
• "Business Model Canvas" great book for business liaison skills / business case for SD
• "The Toyota Way" encouraging people on the ground to make changes as needed

 

Rough consensus that "Business Model Generation" would be our next book for Service Design bookclub.

Permalink Reply by Yoko Akama on August 3, 2011 at 13:02

Thanks for the notes Julia

Awesome discussion - shame I couldn't be there for long..!

Re. the comment by Catherine about 'compiling a book of Australian case studies', did Tania mention that its a similar kind of project we're planning on doing? We're in the process of putting in a funding application to conduct a 3 year research project to collect case studies and critically analyse processes and methods of design for social innovation and sustainability. As Cameron et al. have said at the Q+A discussion, Australia is rich with great examples - we just need to start collecting them, and, as a designer-researcher, I am also keen to really unpack what's going on (rather than a superficial account of a 'show and tell').

 

I haven't read the 'business model generation', so looking forward to it. Whose leading it next time?

See you all soon.

;-)

Permalink Reply by Julia Birks on August 3, 2011 at 14:25

Hi Yoko,

Regardless, it's something we all agreed would beneficial to us as practitioners from an inspiration / reference perspective, but was really just an idea in passing at this stage.  If it's something you have plans to further in a more concrete fashion, and would like assistance / contributions etc, perhaps SDN should organise a meetup to discuss ideas and a way forward?

 

Also, for interest's sake, I don't think that was explicitly a comment by Catherine -- any paragraph with no name immediately preceding is just general group notes.

Permalink Reply by Yoko Akama on August 4, 2011 at 15:04

Absolutely. I think we're going to leverage the network to ask who wants to collaborate with us. We're still at the stage for applying funding, so its still early stages though.

y

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