Samenvatting blok 3.3 Service Design

SAMENVATTING
3.3 SERVICE DESIGN
Facility Management – Zuyd Hogeschool

,Inhoud
Waarde propositie ontwerp.................................................................................................... 3
Hoofdstuk 1 Canvas ................................................................................................................ 4
Paragraaf 1.1 Klantprofiel ..................................................................................................... 4
Paragraaf 1.2 Value map ....................................................................................................... 6
Paragraaf 1.3 Fit ....................................................................................................................... 7
Hoofdstuk 2 Ontwerp ............................................................................................................. 9
2.1 Uitwerken van prototypemogelijkheden .................................................................. 9
2.2 Beginpunten ...................................................................................................................... 10
2.3 De klant begrijpen .......................................................................................................... 12
2.4 Keuzes maken .................................................................................................................. 13
Hoofdstuk 3 Test ..................................................................................................................... 15
3.1 Wat je wilt testen............................................................................................................ 16
3.2 Stap-voor-stap ................................................................................................................. 16
3.3 Experimentenbibliotheek ............................................................................................. 17
3.4 Alles samenbrengen....................................................................................................... 18
Design Thinking ........................................................................................................................... 20
Hoofdstuk 2 Design thinking is een werkwijze .................................................... 21
2.1 Inleiding.............................................................................................................................. 21
2.2 De cyclus van design thinking ................................................................................... 21
2.3 Het designproces ............................................................................................................ 22
2.4 Ontdekkingsfase: houden van het probleem ....................................................... 22
2.5 Definitiefase: probleem definiëren ........................................................................... 23
2.6 Ontwikkelfase: werk maken van oplossingen...................................................... 24
Hoofdstuk 3 Design thinking is een projectaanpak ........................................... 25
3.1 Inleiding.............................................................................................................................. 25
3.2 Ontdekkingsfase: van aanleiding naar inzicht..................................................... 25
3.3 Definitiefase: van inzicht naar probleemdefinitie en oplossingsgebied ..... 26
3.4 Ontwikkelfase: van oplossingsgebied naar oplossingen.................................. 26
Hoofdstuk 4 Design thinking is een verzameling methoden ........................ 28
Focusgroep ................................................................................................................................ 28
Interviewen ............................................................................................................................... 28
Karakterprofielen .................................................................................................................... 28
Klantreis (customer journey map) ................................................................................... 29
Observeren ................................................................................................................................ 29

1
LNJ – Facility Management Zuyd Hogeschool

, Persona’s .................................................................................................................................... 29
Probleemparadox .................................................................................................................... 29
Schaduwen (shadowing) ...................................................................................................... 30
User diaries ............................................................................................................................... 30
Artikelen .......................................................................................................................................... 31
The Expert's Guide to Contextual Inquiry Interviews...................................... 32
The Problem with Personas ................................................................................................. 33
Design Thinking: How to Create Your POV (Part 4) .......................................... 34
A Brief Guide to Service Prototyping .......................................................................... 35
From Idea to Business with Lean Startup & the Progress Board .............. 36
Hoorcolleges .................................................................................................................................. 37
HC – Onderzoek framing .................................................................................................... 38
HC – Reviewanalyse .............................................................................................................. 41
HC – BCT ...................................................................................................................................... 42
HC – Prototyping..................................................................................................................... 44
HC – BCT ...................................................................................................................................... 45
OWG .................................................................................................................................................... 46
OWG 4............................................................................................................................................ 47
OWG 6............................................................................................................................................ 48
OWG 7............................................................................................................................................ 49
OWG 8............................................................................................................................................ 50
OWG 9............................................................................................................................................ 51
OWG 10 ......................................................................................................................................... 52
OWG 12 ......................................................................................................................................... 53




2
LNJ – Facility Management Zuyd Hogeschool

, Waarde propositie ontwerp
Alex Osterwalder, Yves Pigneur, Greg Bernarda, Alan Smith




3
LNJ – Facility Management Zuyd Hogeschool