Tuesday, March 15, 2011


This weekend I did participate in the Rotterdam ‘Global Service Jam’. This is the intention of the Jam:

….., people interested in service and customer experience will meet all over  the globe. In a spirit of experimentation, co-operation and friendly competition, teams will have 48 hours to develop brand new services inspired by a shared theme.

It was great and fun to do and also very interesting to meet people from all over the world (Colombia, Australia, Mexico, Germany).

What are the key learnings?
-       It is possible to design cool new services in 48+ hours. Key is to have dedicated focus.
-       The team should be really diverse, i.e. have people with different education, experience, interests, culture and age.
-       Have the meeting in a ‘neutral’ environment, i.e. in a place where the daily operations are not interfering.
-       Skills in human interaction and team dynamics are key for the team.
-       Young people have incredible qualities in making services tangible by means of videos, cartoons, logos, designs and visualizing The Customer Journey.
-       And as Graham Hill already mentioned,: No matter how creative your service design, it is doomed if it doesn't have a workable business model.

This experience triggers a new idea. I do think it is possible to have a flying squad (like Doctors Without Borders), which you can bring in to accelerate your service design efforts.
Of course employees from the organization need to participate as well to provide the context.

What are your thoughts?


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