Sunday, February 12, 2012

Why Service 2.0?

This is a post that I would like to make sure is here when I'm moving the blog as it contains the first dialogue on the blog. I will post it here on behalf of all those who were involved in the discussion and will try to add the details as possible

Original Post by a visitor:

In service Design there are a lot of tools that are all focusing on building positive customer experiences and this include in some cases the collection of customer needs and wants before designing the service. So, why do I need to use service2.0 concepts if I can depend on other tools of Service Design to achieve the same objectives?

My Comment:
First of all we're trying the blog here for the first time and tumblr looks a bit different from other systems. But in general this is a post by a blog visitor and he submitted through the post to the hub feature and it got published. But once published the name of the visitor is not being displayed. We hope to figure this out soon.
In reply to the question, Service 2.0 is not a service design tool or set of tools, but it's a rather new paradigm on services that tackle many aspects. Although not defined or fully defined yet which is the role of all of us, we can detect general themes of Service 2.0 as openness, agility, crowd-creation, personalization. For service design in particular and from the initial research at the topic, service 2.0 thinking implies, services that are designed to be remixed with other services and easily hacked by others to adapt and modify which is called hackability and remixability. Service 2.0 also depends on loose coupling of service system components. It also adopts agility and perpetual beta as concepts for development.

Service 2.0 also implies a different way of seeing the customer. So it's not only about researching the customer, or involving customer in design or development or even in co-producing the service, in service 2.0 the customer is the main creator of the service either for himself or for others while providers only provide very rich, integrated and open service delivery platforms.

Comment by Terriwada:

I don't have much background in the discussion on Service 2.0, but what you mention here is really interesting. I am a huge proponent for co-creation and co-design and I have employed many service design tools in order to facilitate these approaches. When you mention 'co-producing' I can immediately draw connections to projects that I am familiar with.

"in service 2.0 the customer is the main creator of the service either for himself or for others" -- this concept is somewhat unfamiliar to me... but very intriguing. Do you have any kinds of examples of this type of service design? To me this brings to mind many blogging platforms, like wordpress, which allow users to create and manage their own sites and content. Is this along the lines of what is intended by service 2.0?

My Comment:

Yes, but our main proposal here is for services in the offline world. Technology could be a facilitator sometimes but it's not the main theme. I've organized a workshop on Service 2.0 in ServDes 2012 and participants presented Service 2.0 concepts which I'll post in few days. But I've already mentioned in the workshop examples of 2.0 things that happen in the major sense in the offline world. for Example check "Open Source Ecology project" . Revolutions that took place in Egypt, Tunisia are also 2.0 oriented. Check revolution 2.0 . There's also the Google X Prize which is informally called Moon 2.0 which is about the first privately-funded team that could land a robot on the moon. We're here talking about the power of the crowd and the power of the individual.

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