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Comment by Graham Hill on December 11, 2009 at 12:40

Would be interested to talk to anyone out there doing original thinking or doing with co-creation at consumption touchpoints during the CEx? By that I mean detailed co-creation Vargo & Lusch style, not just co-designing high-level CEx together with custoners (co-creation lite!).

@grahamhill
graham.hill@web.de

Comment by Marc Stickdorn on December 9, 2009 at 10:59

Hi Pim,

Yes, I agree. Service design methods originate from various disciplines. Personally, I don't see any limits here - from classic quantitative market research approaches to ethnography, from technology-focused methods to simple customer observing. It depends so much on the project, which mix of methods and tools is appropriate that there won't be THE way to do it.

With this website, we try to gather and discuss openly various tools and methods used by the service design/design thinking community. In a second step, we will present the gathered information and try to evaluate the gathered tools and methods to identify both the most used ones and the most interesting ones. So, please feel invited to add your thoughts/ideas/tools/methods/comments!

Comment by Forward monkey on December 9, 2009 at 10:33

Dear MArk,

I looked at the site and was interested in the contextual inquiry because of it's title. It triggered my idea that service design methods have a relation with positioning for which i used models over the past years, but also on authenticity en logic of services being offerd by someone. It's a bit cryptic maybe but hope to continue this line of thinking.

Pim.

Comment by Marc Stickdorn on December 9, 2009 at 10:00

Dear Daniel,

thank you very much for your contribution. It is now online (I added a short comment as well):
http://service.engagement.ac/2009/12/09/ipod-nano-maintenance-service/

Please join the discussion or add your own method/tool!

Comment by Daniel Christadoss on December 9, 2009 at 2:44

I wanted to share a Service Tool which we use in a "Human to Machine Application" in a production environment

We have a large team of technicians and engineers who maintain highly automated production equipment around the clock.
Each of them is given an iPOD Nano to be able to access information as they are servicing or trouble shooting equipment whose down time could run to thousands of dollars per minute.

The iPOD Nano has the following information arranged as playlists
1. Maintenance Manuals
2. Calibration Procedures
3. Standard Operating Instructions (SOP's)
4. Sensor tuning manuals
5. Spare Parts Lists
6. Vendor emergency contact information
7. Equipment Trouble shooting aids

The iPOD Nano is a also used for recording audio comments as well as video shots of equipment malfunction.

The iPOD Nano is docked at the end of the day to retrieve updates as well as download observations and service logs

Comment by Adam StJohn Lawrence on November 22, 2009 at 1:40

Erm, hanging around at Wenovski?

Comment by Forward monkey on November 21, 2009 at 19:15

thursday through LinkedIn: International Service Design Network

Comment by Zagros Hatami on November 20, 2009 at 11:57

Yesterday, through LinkedIn International Service Design Network group's invitation e-mail.

Comment by Tuomo Ketola on November 19, 2009 at 21:20

Same here, got the email and saw the catchy headline.

Comment by David Stevens on November 19, 2009 at 15:54

Today, through an email from the Wenovski group

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