Presentation used for Service Diorama workshop. The presentation use Uber as an example. After the presentation, participants are invited to use Service Diorama and map the end-to-end and surface-to-core of Airbnb service ecosystem. Participants work together as one group to zoom out and see interaction at macro level. Participants are divided into three groups later to zoom into micro level interactions. At the end of workshop, participants will be able to use Service Diorama to understand service ecosystem of an application by themselves. Service Diorama Website http://www.gameofdesigns.com Qeuep Website http://www.qeuep.com

1. Airbnb Service Design
Teardown
Understanding how to use Service Diorama to improve product market fit
#servicediorama@AmsterdamUX March 19, 2016

2. Who is Kazuya Nakamura
1995 - 2013
Service Deign for Windows 95
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3. Who is Kazuya Nakamura
Bindly (Android)
Service Diorama
2013 - Present
#servicediorama@AmsterdamUX
http://www.gameofdesigns.com
https://bind.ly

4. Goals of the Workshop
Today
• Use Service Diorama and map the end-to-end and surface-to-
core of Airbnb service ecosystem
From Tomorrow
• You will be able to apply the tool and knowledge for other
product and services.
#servicediorama@AmsterdamUX

5. Product Market Fit
Desire - Friction = Value
“The only thing that matters is getting to
product/market fit.”
Marc Andreessen

6. #servicediorama@AmsterdamUX

7. Components
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8. Product Market Fit
Desire at Global Level
Friction at UI Level
Desire at Local Level

10. Product Market Fit
Desire at Global Level Yes
Friction at UI Level
Desire at Local Level
#servicediorama@AmsterdamUX

12. Product Market Fit
Desire at Global Level Yes
Friction at UI Level LowFriction at UI Level
Desire at Local Level
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13. Debit Card?

14. Desire Friction Unknown
Save Time
Save/Make Money
Time to Travel
Accessibility
Why Uber?
Cost

15. Product Market Fit
Desire at Global Level Yes
Friction at UI Level Low
Desire at Local Level ?
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16. The Workshop
• Use Service Diorama and Zoom Out Service
Ecosystem of Airbnb (One Group)
• Use Service Diorama and Zoom In Components of
Airbnb Service Ecosystem (Three Groups)
• Guest (Booking)
• Guest (Getting Support)
• Host (Welcoming Guest)
#servicediorama@AmsterdamUX

17. Call to Actions
• Join Service Diorama community in Slack. Free.
• Download PDF copy of Service Diorama for free.
Bring it to Print Shop. Make your own copy.
• Try it with your apps and services.
http://www.gameofdesigns.com
#servicediorama@AmsterdamUX