Sydney Service Design Think & Drinks welcomes Author Marc Stickdorn – tickets now on Eventbrite

Tickets are now available at our Eventbrite page, see link here

We are excited to have the co-author of “This is Service Design Thinking“ Marc Stickdorn as our next presenter at Sydney Service Design Thinks & Drinks, next Tuesday November 15th at 6pm. Tickets will be available on EventBrite from Thursday.

The book outlines a contemporary approach for service innovation. »This is Service Design Thinking.« introduces a new way of thinking to beginners but also serves as a reference for professionals. It explains the approach, its background, process, methods and tools — and connects theory to contemporary case studies. A set of 23 international authors created this interdisciplinary textbook applying exactly the same user-centered and co-creative approach it preaches.

“The strength of service design thinking is that it is not a defined and thus restricted discipline, but rather a common approach and process including various tools and methods rooted in different disciplines from design to engineering, from management to marketing.” explains Marc Stickdorn, editor of This is Service Design Thinking.

Marc will give a short presentation and then conduct a Q&A session much like we did with Fran Samolionis from BT Group which was well received last time we did the something similar.

Marc Stickdorn bio:

Service Design Lecturer & Consultant, Management Center Innsbruck, Austria

Marc Stickdorn graduated in Strategic Management and Marketing and worked in various tourism projects throughout Europe. Since 2008 Marc is full-time staff at the MCI – Management Center Innsbruck in Austria, where he lectures service design and innovation. His research involves the development of the mobile ethnography app myServiceFellow, the Customer Journey Canvas and various publications and presentations. Marc is co-founder of Destinable, associate of DesignThinkers, guest lecturer at various international universities and occasionally speaks at conferences.

Look forward to seeing you next week.

Damian Kernahan

Proto Partners

Sydney Service Design Think & Drinks /10 – Mobile Service Design

What a great way to celebrate 10 events over the past 2 years with Oli and Rod doing an outstanding job on not only re-framing what mobility really means, but also expanding the meaning and impact of it as well.

Thank you so much to the guys and for everyone who attended on coming out on one of  the wettest July nights on record. Below is just a small taste of what was presented. For more information on Mobile Service Design, please see www.mobileexperience.com.au

Please look out for the next event which will be in mid September where we may explore the public sector in  greater detail.

 

Damian

proto partners

 

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Sydney Service Design Thinks & Drinks / 10 – Tickets now available on Event Brite

If you would like to come along next Tuesday to hear from Mobile Experience, please get your ticket here at Eventbrite. We look forward to seeing you at the Trinity Bar Surry Hills , 6pm Tuesday.
Damian

http://www.eventbrite.com/event/1925309653?utm_source=eb_email&utm_medium=email&utm_campaign=new_eventv2&utm_term=eventurl_text

Sydney Thinks & Drinks /10: Service Design & Mobility: Unique Challenges

We are back and very excited to bring you a great presentation after our Winter hibernation from Mobile Experience. Well worth coming out to have a few drinks and listen to two smart guys at the the top of their game.

Mobile is quite unique in the range of services that it relies on and the way that customers interact with them.  Rod & Oliver will be talking about their research and learnings including;
- What is Mobility, and why is complex?
- How is the relationship between the customer and their mobile services evolving and what impact is it having?
- Mobility is all about context, but if context is constantly changing how do we design for it?
- How does mobility influence the other touchpoints the customer might engage with?

Eventbrite will up and running by the end of Thursday

Sydney Service Design Thinks & Drinks taking a mid year break

Hi Service Designers, we are taking a break this month and will be back with a focus on Mobile Service Design with Oliver Weidlich from Mobile Experience in July. It’s just too cold in Sydney to be out at night at the moment! More information on Oli and his topic next month.

Great turn out for March Thinks & Drinks with Lauren Tan

A big thank you to everyone for attending a packed Service Design Thinks & Drinks on Tuesday night.

We were very lucky to have Lauren Tan share with us some of the insights and thinking that she has developed in her PhD thesis. Not only was it really well received, but the more social aspect of the work she discussed sparked great questions and interest from those who attended.

Here is a video of one of the projects presented on the night, called Alzheimer100 by social agency ThinkPublic.

 

We will definitely seek out other local initiatives in the public sector and showcase them over the coming Thinks & Drinks this year.

The next Sydney Service Design Thinks & Drinks will be on Tuesday May 17th, with the speaker announced in April. Thank you again for coming along and we hope to see you next time.

SD Thinks & Drinks Team

Introduction to Service Design Master class kicks off

On a sunny Tuesday this week we had a great turnout for the Introduction to Service Design Master Class. We kicked off the day with a lunch of Thai Salad in mini boxes and lovely baguettes under the sun. After lunch, we ran through the theory and background of Service Design and Customer Experience and the key elements and components of what makes for an outstanding customer experience.

With the theory covered, we headed back into the sun for an afternoon tea of delicious cupcakes, fruit, tea and coffee. It was tough to get everyone back inside, but soon after we held our first practical assignment which was a context mapping exercise that saw everyone head out to fill in their own personal diaries and then share some insights into relevant elements of their life. Armed with greater empathy, the group split into two teams and tried their luck designing a Customer Journey Map!

After about 90 minutes both teams emerged with not only great ideas but a far greater appreciation of seeing how services can be developed through the eyes of their customers. Although we only used One Mindset (Design Thinking), One Method (Context Mapping) and One Tool (Customer Journey  Mapping) of Service Design, the feedback was unbelievably positive and everyone left more knowledgeable about Service Design and Customer Experience both in the theory and the tools.

Below are some photos of the Master Class. If you would like to learn more about how to better embed Customer Experience in your organisation and would like to sign up for the April or May Masterclass, please click here for more details and to register before spots run out.

EventBrite is live Friday for Sydney Service Design Thinks & Drinks/9

Here is the link to our next event on March 22nd, we would love to see you there. Tickets go live at 1am tomorrow morning.

EVENTBRITE LINK TO GET TICKETS TO OUR NEXT THINKS & DRINKS EVENT.

http://www.eventbrite.com/event/1416148739

Sydney Service Design Thinks & Drinks: Designing services in the public and social sector

We are pleased to announce that Lauren Tan will be our next guest speaker at Sydney Service Design Drinks on March 22nd. She is an Aussie who has spent 3 years in the UK getting not only exposure to great Service Design Practice, but also contributing to the thinking through her thesis.

 

Eventbrite details coming next week, but for now, mark it in your diary.

In 2007, Lauren moved from Australia to the UK to undertake research into service design in the public and social sectors. The research was co-sponsored by the UK Design Council and Northumbria University, and looked at design methodologies and approaches used in Dott 07 by designers from companies such as Live|work, Engine and thinkpublic. Lauren will speak about her research into Dott 07, experiences in the UK and there will be a Q&A to discuss service design in the public and social sectors.

She will be sharing with us her research into how design and designers can act as catalysts for change among communities, businesses and government to address our society’s most complex and pressing challenges. The Design Council’s Dott 07 programme (Design of the Times. www.dott07.com) explored how design could help improve everyday life and tackle issues in the areas of health, education, energy, mobility and food.

Background:

In 2007 she began a PhD to investigate design practices in the UK Design Council’s Dott 07 (Designs of the Time) design innovation initiative. The PhD explores the different roles of the designer as: Co-creator, Researcher, Provocateur, Social entrepreneur, Capability builder, Facilitator and Strategist. The thesis is due in 2011.

Photos and Wrap up of Sydney Think & Drinks /8

Last night we had a biggest ever attendance with around 60 of  us attending to have a few drinks, have a chat and then listen to Jeremy Walker share his 10-15 years experience in designing better services for companies, for staff and for customers. It was a great presentation with great content and delivered really well!

It was in stark contrast to a large amount of public conversations surrounding Service Design. In fact, the emphasis was more on spending large amounts of time getting close to the service ecology and staying there for as long as it takes to ensure what has been designed really works in the real world.

It was also wonderful to see about 10-15 first time attendees with a good mix of attendees from Service Design firms, Internal Service Designers and some of the leaders from our Design & Business Schools (NSW  & UTS Universities).

It was remiss of me not to mention last night that Lauren Tan who was part of the team who set up the first Service Design Drinks in London came along last night having just returned from the UK after working on her Doctorate. Welcome back to Sydney Lauren and thank you for introducing the concept and your help in getting us up and running.

Service Design Thinks & Drinks /9 will be on Tuesday March 22nd at 6pm, speaker and details to follow in early February. Here are some photos from last night and any comments on this blog are more than welcome. Thanks for attending and looking forward to hearing your feedback on how you might like to see future Thinks & Drinks evolve.

Damian & Suze