Samenvatting van blok 3.3 Service Design gegeven op Zuyd Hogeschool, Facility Management. De samenvatting bevat samenvattingen van de boeken Waarde Propositie Ontwerp en Design Thinking. Verder zijn alle te lezen artikelen samengevat en de onderdelen van de OWG's toegevoegd als ondersteuning van de...
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
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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
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