Gedanken zu Experience und Service Design

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Sunscreen Dispensers as Useful Public or Brand Service

It's been unusually hot over the past weeks in Germany and climate change experts expect that we will face such heat waves more often in the next decades. When Mr. WOM reported on a sunscreen dispenser in a beach club in Hamburg I thought this is a perfect example for an useful and unobtrusive service that is novel enough for effective word-of-mouth marketing. This made me curious about whether any brands have come up with something like this as a brand service.


The UX Professional as Business Consultant

I recently watched a video from IXD13 in which Cindy Chastain made the case for the UX Professional as Business Consultant. She states that historically industrial design has always had a relation to business and that customer experience is increasingly becoming an essential business strategy. For her talk she got opinions from a panel of experts including Jesse James Garret, Whitney Hess and Dave Gray.



Mentoring for innovation in public services at Barcelona GovJam

Barcelona GovJam

The Global Gov Jam is a sister event of the Global Service Jam with a focus on the public sector. It was piloted in 2012 and this year went global with around 30 locations and 650 participants around the world producing more than 120 projects.


Much like during the Service Jam that I organized in Freiburg in March, participants had 48 hours to innovate from June 4 to June 6 this time around the global theme "Qui sunt dracones" - There are dragons.


Itziar Pobes, one of the organizers and my fellow part-time student in Service Innovation and Design from September invited me to come to Barcelona GovJam as a mentor to support groups especially with interaction design in their rapid prototypes.


1. Service Design Jam Freiburg

07.03.2013 in EventsService Design Thinking  von Katrin Mathis
Service Design Jam Freiburg

Inspired by music jam sessions the Global Service Jam was launched in 2011 in over 50 cities fathered by Markus Edgar Hormeß and Adam StJohn Lawrence of WorkPlayExperience in Nürnberg.

"In a spirit of experimentation, innovation, co-operation and friendly competition, teams will have less than 48 hours to develop and prototype completely new services inspired by a shared theme. At the end of the weekend, their collection of brand new services will be published to the world."


With almost 3000 participants in over 120 cities in 2013 the Global Service Jam is the biggest Service Design event worldwide. From 1 March to 3 March 84000 person-hours were invested into more than 500 projects. Last year the jams closest to Freiburg in Geneva, Luxemburg or Nürnberg were all around four hours away so I decided to host a Service Design Jam in Freiburg this year for the first time.



Design Thinking Hands-On Workshop in Freiburg

Als ich 2011 begonnen habe, mich mit Service Design zu beschäftigen, bin ich schnell auch auf Design Thinking gestoßen. Ich habe alles zu Design Thinking gelesen, was ich in die Finger bekam. Um erste praktische Erfahrung zu sammeln, nahm ich im August 2012 an einem Workshop von Daniel Bartel in München teil. Den Workshop fand ich so hilfreich, um Design Thinking innerhalb kürzester Zeit zu erleben, dass ich Daniel Bartel eingeladen habe, einen weiteren Workshop in Freiburg zu halten. Mit 18 Teilnehmenden war der Workshop im März 2013 restlos ausgebucht.

Katrin Mathis, UX Konzepterin und Service Designerin aus Freiburg

Katrin Mathis
MBA in Service Innovation & Design und BSc in OnlineMedien berät seit über 10 Jahren Unternehmen, die digitale Transformation zum Nutzen ihrer Kunden einzusetzen.


Was andere sagen

Bei meiner Vorbereitung einer Vorlesung habe ich Ihre Inhalte entdeckt. Sie haben es drauf! Service Engineering und Blueprint finde ich nirgends so toll erklärt wie bei Ihnen!

Markus V. Burkat,
VMM Unternehmensberatung® und
Dozent an der FOM Hochschule