Service Design: Innovation 2.0 - Olof Schybergson & Claudia Gorelick, Fjord
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DAY TWO – OCT 3rd 2015 at Global Service Design Conference NYC AFTERNOON KEYNOTE // FUTURE DIRECTIONS more info at: http://bit.ly/1Pc15QK
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Service Design: Innovation 2.0 - Olof Schybergson & Claudia Gorelick, Fjord
- 1. INNOVATION 2.0 SDN CONFERENCE, NYC OCT 3, 2015
- 2. WE CAN NOW MAKE ANYTHING WE CAN IMAGINE 2
- 9. 9 2013 HER
- 10. 10 2013 HER
- 11. 11 2013 HER
- 12. 12 1962 JAMES BOND SUPER VILLAIN
- 13. 13 1962 JAMES BOND SUPER VILLAIN
- 14. 14 1962 JAMES BOND SUPER VILLAIN
- 15. “THE PACE OF CHANGE WILL NEVER AGAIN BE AS SLOW AS IT IS TODAY” 15 M A T T H E W B I S H O P, T H E E C O N O M I S T ’ S I N N O V A T I O N F O R U M 2 0 1 5
- 16. Direct Competitors Experiential Competitors Perceptual Competitors Products or services that directly compete with yours Experiences that replace the need for your product or service Companies that change customer expectations WITH LIQUID EXPECTATIONS EVERYTHING COMPETES WITH EVERYTHING AND PEOPLE’S EXPECTATIONS TRANSCEND EXPECTED BOUNDARIES
- 17. BUSINESSES NEED TO CONTINUALLY INNOVATE 17
- 18. BUT INNOVATION IS NOT WHAT PEOPLE THINK IT IS 18
- 19. 19 IT’S PRIMARILY ABOUT EVOLUTION, NOT REVOLUTION. ABOUT “SLOW HUNCHES” NOT SUDDEN BRIGHT FLASHES “ I S T A R T W H E R E T H E L A S T M E N L E F T O F F ” T H O M A S E D I S O N
- 20. 20 IT’S ABOUT COLLABORATION AND THE ADJACENT POSSIBLE “ I F Y O U L O O K A T H I S T O R Y, I N N O V A T I O N D O E S N ’ T C O M E J U S T F R O M G I V I N G P E O P L E I N C E N T I V E S ; I T C O M E S F R O M C R E A T I N G E N V I R O N M E N T S W H E R E T H E I R I D E A S C A N C O N N E C T. ” S T E V E N J O H N S O N
- 21. 21 EVOLUTIONARY INNOVATION EXAMPLE THE SMARTPHONE
- 22. 22 EVOLUTIONARY INNOVATION EXAMPLE ONE-CLICK SHOPPING
- 23. WHAT’S THE NEXT STEP FOR INNOVATION? 23
- 24. THE ERA OF LIVING SERVICES
- 25. WEB & INTERNET 2000 MOBILITY 2010s LIVING SERVICES WE’VE COME A LONG WAY 1990s
- 26. LIVING? • They are tailored and live around the individual – flex to meet each person’s needs and preferences • They evolve: They constantly learn more about our needs, intents, preferences, and change in real time • They are very proximate to us in the environment – think wearables and nearables
- 27. HOW WILL LIVING SERVICES CHANGE OUR LIVES? 1. Simplify: Automate decisions and actions, and reduce friction 2. Disrupt: Enable radical change – from reactive to proactive, from population-based to personal, from utility to beloved service
- 28. OUR HOMES OUR BODIES OUR FAMILIES OUR EDUCATION OUR WORK OUR TRANSPORT OUR FINANCES OUR SHOPPING
- 29. FJORD FIDO MAKE THE WORLD WORK BETTER
- 30. HOW DO YOU CREATE CONTINUOUS INNOVATION? 30
- 32. LIVING SERVICES
- 36. 36 SERVICE DESIGN IS CENTRAL TO INNOVATION 2.0 I T I S B Y D E F A U L T P E O P L E - C E N T R I C I T I S H O L I S T I C A N D C O N S I D E R S A L L A S P E C T S O F T H E E Q U A T I O N I T C A N B E A D O P T E D B Y A N Y O R G A N I Z A T I O N
- 37. T H E S U C C E S S M E T R I C I S D E L I G H T D I F F E R E N T I AT I O N I S I N E X E C U T I O N T H E D E S T I N AT I O N I S L I V I N G S E R V I C E S T H E A P P R O A C H I S S E R V I C E D E S I G N IN AN ERA OF LIQUID CUSTOMER EXPECTATIONS, WHERE WE CAN MAKE ANYTHING WE CAN IMAGINE, CONTINUOUS INNOVATION IS A REQUIREMENT 37
- 38. THANK YOU 38 @fjord | fjordnet.com | livingservices.fjordnet.com