Service Design & the Internet of Things / Service Design Drinks

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Service Design Drinks FAB LAB BERLIN / JULY 16, 2015 Service Design and the Internet of Things

Transcript of Service Design & the Internet of Things / Service Design Drinks

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ServiceDesignDrinks

F A B L A B B E R L I N / J U LY 1 6 , 2 0 1 5

Service Design and the Internetof Things

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KatrinPhD Candidate,University ofPotsdam

Who is inviting?

OlgaBusinessConsultant,Fuxblau

ManuelServiceDesigner,Fuxblau

MauroDesigner,SAP

MartinExperienceDesigner,Nokia

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Who is the host?

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Broadcasting globally

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Next up

Hannes JentschDesign consultant,F R E E L A N C E

Martin JordanExperience designerN O K I A / H E R E

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SmarterTouchpoints& ContextualServices

Service Design Drinks:Service Design & the Internet of ThingsJuly 16, 2015 • Hannes Jentsch & Martin Jordan

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“Service Design helps to innovate or improve services to make them more useful, usable,desirable for clients and e!cient as well as e"ective for organisations.

D E F I N I T I O N

Service Design

— S T E FA N M O R I T Z , Veryday

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Source: Amazon

E X A M P L E

Amazon Fresh

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“The Internet of Things (IoT) is theinterconnection of uniquely identi#ableembedded computing devices within theexisting Internet infrastructure.

D E F I N I T I O N

Internet of Things

— W I K I P E D I A , I N T E R N E T O F T H I N G S

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Source: Amazon

E X A M P L E

Amazon Fresh

Grocery delivery supported by digital touchpoints: mobile app and website

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Source: Amazon

E X A M P L E

Amazon Fresh

Replacing the phone app with a connected object—Amazon Dash

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Source: Amazon

E X A M P L E

Amazon Fresh

An object made to live in the kitchen, withspecialised a!ordances: two buttons, a hook,a bar code scanner and a microphone for dictation—at the same time the service is unchanged

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Source: Amazon

E X A M P L E

Amazon

Amazon App

Amazon Dash

Amazon Dash Button

Amazon Watch App

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Wearables

Connectedcars

Connectedhomes

Connectedcities

Industrialinternet

Transportation

Healthcare

Oil & gas

Source: Goldman Sachs Global Investment Research

IoT Landscape

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What do customers really want, and how can I deliver that as an intuitive service, rather than a stand-alone product?

Q U E S T I O N F O R I O T M A K E R S

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How can connected devices help making services more usable for customers? And more e"cient for organisations?

Q U E S T I O N F O R S E R V I C E D E S I G N E R S

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Source: Daimler AG

E X A M P L E

car2go

By-the-minute car sharing service supported by app and near #eld communication card

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Source: Daimler AG; Isabell Herzog & Joseph Ribbe (Key4Car, FH Potsdam)

E X A M P L E

car2go

An object made to live on your key chain, able to make a car reservation without interrupting a conversation and capable of navigating you to it, as well as opening it

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By going beyond screens &beeps we are able to respect the capabilities of human cognition.

H Y P O T H E S I S

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Single purpose devices are built for context, able to ful#ll a speci#c task very well.

H Y P O T H E S I S

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I N P U T F O R C R E AT I N G C O N N E C T E D O B J E C T S

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Imagine your rental bike’s handle vibrates

when you have to take the turn…

F O O D F O R T H O U G H T

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Imagine your debit card changes its

colour when you get close to your

overdraft limit…

F O O D F O R T H O U G H T

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Less smartphonedependency,but objects asmessengers

Leverageall human

capabilities

R E C O M M E N DAT I O N S

Think of connecteddevices as partof the biggerservice system

Design as specificas possiblefor contexts

& touchpoints

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Next up

Thomas SchörnerDesign Lead IoT,S A P

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Next up

Thingkingbig at SAP

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Next up

Ricardo BritoService designer,F U T U R I C E

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The City as an Open Ecosystem

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How can we create a city where everyone can be an active part of it?

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Open Platform

BUSINESS

Services Start-Ups

Small Businesses

COMMUNITY

Makers Entrepreneurs Non-Profit Org.

OPEN MARKET FOR COMPANIES AND THE COMMUNITY

Sensors Live-Data Human InputInfrastructure CITY HUB

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Service Provider Profile

H

Context Awareness

Citizen Profile

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Citizen Profile

Wheelchair Friendly Cheap

Reduce my Eco-footprint

Context Awareness

Nearest to me Avoid Traffic Here & Now

Services Providers

H

Discovery Social Ranking

Availability

Finding the right Services

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Please pick me up at Reuter Street, 55

Berlin

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SMARTCITY

Inner Context

ControllableContext

Inner Context

ControllableContext

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• Real Time Awareness about services in the city

• More efficient and tailored services

• Privacy & Security - Control of their own data

• Increases trust and transparency of the city

Benefits

Citizen

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Benefits

• Enhance social interaction

• Human network - for entertainment & engagement

• More rich and valuable community interactions

• Efficient use of public infrastructure

Community

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Benefits

Public Services

• Real-time information, including commercial services

• Cross-correlated information

• Cloud prediction based on live data

• Full situation awareness on the ground

• Publicly visible insights and analytics

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Airport InformationEmergency ServicesAirline Passenger Information

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Benefits

• More service channels

• New service discovery

• Interact with customers in a new medium at low cost

• Make targeted offers based on the city infrastructure

Service Providers

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HiJohn!

Hey John! Today we have biologic apples, just freshly arrived.

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• Increased velocity of money / new kind of revenue

• Enhance local economy

• Create a fair / balanced digital market ecosystem

• Better understanding of the city flow / Analytics

Benefits

City (Platform Owner)

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In a Smart City Ecosystem collaboration is essential

Break the silos

Data Protection

Policies

Collaboration Models

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There’s no fit-all solution for an Open Smart City

• Sociocultural Background

• Existing digital culture

• Potential Business Areas

• Natural environment

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Workshop

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Service KitIoT

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Sensors

What kind of Data you need to collect? How is the Ser-vice triggered? What are the trigger points?

These cards will help choose what kind of sensors are the most meaningful for your service.

ENABLER

Ligth Sensor

ENABLER ENABLER ENABLER ENABLER ENABLER

ENABLER ENABLER

Motion Sensor Vibration Sensor Infrared Sensor Beacon Smart Beacon

Wi-Fi Network Sound Sensor

ENABLER

TemperatureSensor

ENABLER

HumiditySensor

ENABLER

Weight Sensor Joker Card

ENABLER

Kg

Interaction

How wil the user interact physically with your Service? What kind of equipment do you need for that?

These cards will help you choose the ways User can interact with your service.

INTERACTION

Speakers

INTERACTION

Cameras

INTERACTION

Lights

INTERACTION

AdvertisementDisplay

INTERACTION

Locks

INTERACTION INTERACTION

Check-inDevice

INTERACTION

INTERACTION

Payment Device

INTERACTION

Urban Furniture

INTERACTION

Screen / Display

INTERACTION

Drone

INTERACTION

Joker Card

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City Open API

Can your service make use of public urban data?What kind of urban information would you need to improve

the service?

These cards will help you choose the kind of data you can pick for Cities Open APIs

CIYT OPEN API

Parking Info

CIYT OPEN API

Water / WasteInfo

CIYT OPEN API

TourismInfor

CIYT OPEN API

Safety, SecurityInfo

CIYT OPEN API

Social MediaData

CIYT OPEN API

Joker Card

CIYT OPEN API

Traffic Info

CIYT OPEN API

EnvironmentalInfo

SERVICES

Police

WaterManagement

Joker Card

SERVICES

SERVICES

Firemen

SERVICES

Emergency

SERVICES

3rd PartyServices

SERVICES

Waste Management

SERVICES

ElectricityManagement

SERVICES

Service Cards

Can your service incorporate or co-operate with an existing service?

These cards provides you a starting point for partnership ideas including public and commercial services.

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User Cards

What kind of assets the User will need to have use of your service?

USER

Vehicle

USER

Special Equipment

USER

Smart Phone Joker Card

USERUSER

Wearable

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U

U

ENABLER

Beacon

INTERACTION

Screen / Display

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U

U

BUS TAXI

IoT Service Kit Public Square

IoT Service Kit Smart Building / Smart HomeIoT Service Kit Neighborhood

U

H

P

IoT Service Kit Conference

WC

PUBLIC SQUARE CONFERENCE

NEIGHBORHOOD SMART BUILDING / SMART HOME SUPERMARKET

IoT Service Kit Supermarket

Hyperlocal Marketing, Accessibility, Transportation… Networking, Multimedia, Knowledge Sharing…

Marketing, Customer Care, Navigation, Support…Smart Cities, Transportation, Cultural, Community…

Scenarios & Blueprints

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The Challenge

1- Choose a scenario 2 - Join the respective table

3 - Read the Briefing 4 - Create & Map your solution

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Timeline

Exercise Present

30min 10min

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Ricardo Brito Service Designer

[email protected]

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Nov 13–14, 2015 Berlin / Germany www.serviceexperiencecamp.de

Interactive conference for Service Innovators

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Thanksfor joining

servicedesignberlin.de

@SD_Berlin

fb.com/servicedesignberlin