Archive by Author | Manish Singh

Service Experience Camp, Berlin 2014

Service Experience Camp 2014 (SXC14) was a two day camp organized by Berlin based service designers on September 13 and 14, 2014. More than 200 service designers, experts, students, and enthusiasts from various countries participated in the event. The theme for SXC2014 was ”Bringing Services To Life”. The focus of the camp was on the implementation of the service design principals in various industries.

The camp activities were divided into three parts:

Keynote sessions, where industry experts shared their service experience with the entire audience. There were few keynote sessions lined up every morning and evening.

Bar camp sessions were the back bone of the event. In bar camps, experts presented/co-created a service experience session with a small group of audience. Any one could nominate to host a bar camp or participate in one.

Networking sessions were the third part. During lunch and coffee breaks and in the evening after the closing of the bar camp session, participants mingled together and exchanged thoughts.

SXC14 had an Android and iPhone app with information about the sessions, map of the facility, lunch timings, and other information. The app was built by Futurice in just two weeks using the agile software development principals.

SXC14App

Screenshot of the SXC14 application.

Keynote sessions

Many experts from various industries were at SXC14 to share their experiences on Service Design implementation.  Below are the some topics I found interesting.

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Involving Customers in New Service Development – Avoiding Common Pitfalls

When developing new services or products, interaction with the customers can, at best, result unique, functional innovations, beneficial to both the company and the customer. Still many companies fail either involving customers or achieving the benefits of the customer involvement. (Research suggests that more than 50% of the companies involve customers in B2C context, but their scope is limited to traditional market research techniques (customers as informants), only 6% of the companies involve customers as sole developers, the deepest level of involvement.)

The background for this blog post is the book “Involving Customers In New Service Development” edited by Bo Edvardsson et al. The Book is a collection of some breakthrough researches on customer’s involvement in various industries.

Involving Customers In New Service Development - Book Cover Picture

Roles of the Development Team – Management & Choosing the Right Customers

Successful management of different development process stages enables integrating customer involvement in company’s innovation system. Continue reading