Future of Service Design Cologne 2020
1980 1985 1990 1995 2000 2005 2010 2015 2020 1980 1985 1990 1995 2000 2005 2010 2015 2020 1982 first contributions on service design »How to Design a Service« G. Lynn Shostack 1991 first Design Thinking conventions D. Kelley 1988 »The Design of Everyday Things« D. Norman 1998 »Absatzwirtschaft« cover story service design 2010 first bestseller about service design: »This is Service Design Thinking: Basics, Tools, Cases« J. Schneider & M. Stickdom 2011 »Exposing the Magic of Design« J. Kolko 2013 »Service Design: From Insight to Inspiration« A. Polaine, L. Lovlie & B. Reason 1983 human computer interaction 1984 »Designing Services that Deliver« G. Lynn Shostack 1991 introduction of service design as a discipline Köln International School of Design 1991 the internet revolution 2004 foundation of the Service Design Network Service Design Manifesto 2009 first master´s degree in service design Laurea University Finland 1984 service design blueprint first mentioned »line of visibility« 1988 SERVQUAL A. Parasuraman, V. Zeithaml, L. L. Berry 1990 Servicescapes Model B. H. Booms, M. J. Bitner 2005 double diamond UK Design Council 2008 servicedesigntool.org 2015 practical service blueprint 2016 introduction of the IBM Design Thinking Tool - kit 1990 user experience is part of job titles 1991 foundation of IDEO, a multidisciplinary design firm 1998 foundation of Nesta »back innovations for the common good« 2001 Livework, the first service design consultancy 2002 Mindlab, service design consultancy for the public sector 2003 Engine shifts to service design 2008 Thinkpublic, consultancy with focus on public sector and NGOs 2015 european service design initiative service design for innovation Marie Curie funded PhD project 2017 SDN Accredited Service Design Trainer 1994 the UK Design Council sets the focus on the customer 2003 Net Promotor Score 2008 nudge and behavioural economics 2007 the second service design conference Carnegie Mellon University 2011 first Service Design Jam 2016 Service Design Sprints 2016 1st of June first annual Service Design Day 1997 »Dienstleistung braucht Design« M. Erlhoff, B. Mager, E. Manzini 2006 the first service design conference Carnegie Mellon University 2009 first issue of »Touchpoint« The international journal of service design 2008 first Service Design Global Conference by SDN Amsterdam 2006 »The Journey to the Interfaces« S. Parker & J. Heapy 2014 service design manual of UK government 2013 Accenture acquires Fjord 2016 McKinsey acquires Veryday 2015 Wipro Digital acquires Designit 2018 PWC Consulting Oslo acquires Livework Oslo 2020 PWC acquires IXDS 2017 »Design Thinking Inhouse« B. Mager & R. Moussavian 2018 »This is Service Design Doing« M. Stickdorn, M. Hormess, A. Lawrence & J. Schneider 2018 »Orchestrating Experiences« C. Risdon & P. Quattlebaum 2018 »Designing the Invisible« L. Penin 1998 »The Experience Economy« J.B. Pine & J.H. Gilmore 2019 SDN Academy 1986 »On the Semiology of Object, Space and Behavi - or: The Design of Strategic Design Languages« J.J. Rheinfrank, III, S.K. Evenson, K.J. Kresge & E. B.-N. Sanders 1995 Birgit Mager becomes professor Köln International School of Design 1998 personas as a practical interaction design tool »The Inmates are Running the Asylum« A. Cooper 2005 Design Council establishes RED team led by H. Cottam 2008 lean start up 2009 »Service Design« B. Mager & M. Gais 2009 »Design Thinking« D. Kelley 2009 »Design Services with Innovative Methods: perspectives on Service Design« S. Miettinen, M. Koivisto 2009 first bi-annual ServDes conference Oslo 2010 first service design school in the US SCAD 2010 servicedesignbooks.org 2010 first Service Design Award 2011 Service Design Berlin 2012 Design Thinking Hong King 2012 first Service Design Conference Germany Köln International School of Design 2014 Make Studios Asia Pacific 2015 first »Service Gazette« print publication for service innovators Let´s create tommorow! 2017 Scottish service design academy 2018 Public Service Lab 2019 »Good Services« L. Downe 2020 The Future of Service Design Summit Köln International School of Design 2013 first Service Experience Camp Berlin 2009 SDGC Madeira 2010 SDGC Berlin 2011 SDGC San Francisco 2012 SDGC Paris 2013 SDGC Cardiff 2014 SDGC Stockholm 2015 SDGC New York 2016 SDGC Amsterdam 2017 SDGC Madrid 2018 SDGC Dublin 2019 SDGC Toronto Framing Expanding The New Normal Experimenting