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SERVICE = any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything (Philip Kotler)

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SERVICE = an intangible product we experience in time through multiple touch-points and channels

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SERVICE DESIGN = designing and arranging the interaction between service provider and end-user with the use of creative processes and methods

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OUR GOAL designing innovative systems so our clients can deliver the best possible services

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1 DISCOVERING 2 CONCEPTING 3 DESIGNING 4 BUILDING 5 IMPLEMENTING

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1 DISCOVERING / business
a research into: > organisations characteristics and goals > vision, mission, culture > existing services (blueprint/ systems) > KPIs, emotional KPIs

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1 DISCOVERING / business
a research into: > context (stakeholders) > benchmarking

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1 DISCOVERING / business
DELIVERABLE > context map > examples from the market

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1 DISCOVERING / experience
a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork)

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1 DISCOVERING / experience
DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations

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2 CONCEPTING
> developing ideas together with end-users and client (interviews, brainstorms, workshops) > prototyping > moodboard

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2 CONCEPTING
DELIVERABLE > tested service concept > visual concept

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3 DESIGNING
> touchpoints (website, locations etc.) > service system

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3 DESIGNING
DELIVERABLE > service blueprint (a detailed service system) > look-and-feel

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4 BUILDING
> building all touchpoints (platform, physical locations, media, training people) > organising

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4 BUILDING
> developing marketing/ communication strategy

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4 BUILDING
DELIVERABLE > processes/organisation tested and ready for implementation > marketing/ communication strategy

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5 IMPLEMENTING
> opening the shop > inviting everyone in

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5 IMPLEMENTING
DELIVERABLE > happy customers > highly competitive service organisation

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