Service Design & the Internet of Things / Service Design Drinks
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Transcript of Service Design & the Internet of Things / Service Design Drinks
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
KatrinPhD Candidate,University ofPotsdam
Who is inviting?
OlgaBusinessConsultant,Fuxblau
ManuelServiceDesigner,Fuxblau
MauroDesigner,SAP
MartinExperienceDesigner,Nokia
Who is the host?
Broadcasting globally
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
SmarterTouchpoints& ContextualServices
Service Design Drinks:Service Design & the Internet of ThingsJuly 16, 2015 • Hannes Jentsch & Martin Jordan
“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
Source: Amazon
E X A M P L E
Amazon Fresh
“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
Source: Amazon
E X A M P L E
Amazon Fresh
Grocery delivery supported by digital touchpoints: mobile app and website
Source: Amazon
E X A M P L E
Amazon Fresh
Replacing the phone app with a connected object—Amazon Dash
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
Source: Amazon
E X A M P L E
Amazon
Amazon App
Amazon Dash
Amazon Dash Button
Amazon Watch App
Wearables
Connectedcars
Connectedhomes
Connectedcities
Industrialinternet
Transportation
Healthcare
Oil & gas
Source: Goldman Sachs Global Investment Research
IoT Landscape
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
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
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
Source: Daimler AG; Isabell Herzog & Joseph Ribbe (Key4Car, FH Potsdam)
E X A M P L E
car2go
Replacing app and card with a connected object—a key fob
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
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
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
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
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
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
Imagine your digital ticket reveals itself as
the train attendant comes by…
F O O D F O R T H O U G H T
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
Next up
Thomas SchörnerDesign Lead IoT,S A P
Next up
Thingkingbig at SAP
Next up
Ricardo BritoService designer,F U T U R I C E
The City as an Open Ecosystem
How can we create a city where everyone can be an active part of it?
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
Service Provider Profile
H
Context Awareness
Citizen Profile
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
Please pick me up at Reuter Street, 55
Berlin
SMARTCITY
Inner Context
ControllableContext
Inner Context
ControllableContext
• 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
Benefits
• Enhance social interaction
• Human network - for entertainment & engagement
• More rich and valuable community interactions
• Efficient use of public infrastructure
Community
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
Airport InformationEmergency ServicesAirline Passenger Information
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
HiJohn!
Hey John! Today we have biologic apples, just freshly arrived.
• 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)
In a Smart City Ecosystem collaboration is essential
Break the silos
Data Protection
Policies
Collaboration Models
There’s no fit-all solution for an Open Smart City
• Sociocultural Background
• Existing digital culture
• Potential Business Areas
• Natural environment
Workshop
Service KitIoT
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
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.
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
U
U
ENABLER
Beacon
INTERACTION
Screen / Display
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
The Challenge
1- Choose a scenario 2 - Join the respective table
3 - Read the Briefing 4 - Create & Map your solution
Timeline
Exercise Present
30min 10min
Ricardo Brito Service Designer
Nov 13–14, 2015 Berlin / Germany www.serviceexperiencecamp.de
Interactive conference for Service Innovators
Thanksfor joining
servicedesignberlin.de
@SD_Berlin
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