Service Science Factory

25/11/2020

De huidige pandemie is het levende bewijs dat snelle en onverwachte veranderingen je dwingen om voortdurend het aanbod te blijven aanpassen aan een veranderende context en klantbehoefte.
In de online masterclass (Her)ontwerp het aanbod van je organisatie, leer je op efficiënte en innovatieve wijze het aanbod van jouw producten en/of diensten voor je klanten te (her)ontwerpen of te verbeteren. Jouw persoonlijk ondernemend, analyserend en creatief oplossend vermogen staat centraal. Schrijf je nu in voor de editie die start op 25 januari.
https://managementcursussen.com/herontwerp-aanbod-organisatie/

Neem deel aan deze managementcursus en herontwerp het aanbod van je organisatie met design thinking

08/10/2020

WANTED | (FUTURE) MANAGERS

We are looking for managers that are directly responsible for delighting customers, such as; , , , , and innovation managers.

In collaboration with Tallinn University, Stockholm School of Economics in Riga, Brand Manual and UMIO - Maastricht University we have designed an engaging and interactive online executive course where you will learn all about how you can take advantage of (Thinking) in order to make your organisation truly customer centric. The class will consist of company representatives from different sectors and countries and also the teachers ( and ) will bring in their unique professional and cultural background.

The programme has available ( per country) so be sure to show your interest by sending in your personal (video)motivation to [email protected] before the 14th of October (See the details on our website).

The majority of the costs of the programme will be subsidized by the European Erasmus+ programme. Per participant we only ask a fee of €2000,- for the 6 module weeks.

More information: www.sd4x.eu

J.Margus Klaar (Co-founder/partner at Brand Manual and SD4X-trainer) shortly explains in the video below why Service Design (Thinking) is relevant and what you will learn during this course.
https://www.youtube.com/watch?v=RWWqYs2zyJI

Margus Klaar of Brand Manual gives his view of what service design is and why it is important to focus on the customer experience. The Service Design for Exe...

07/05/2020

Inspiration for all businesses trying to survive and adapt their business model to thrive again in post lockdown, where the 1,5 meter economy will be the new normal. On this website we collected the innovative solutions of 118 master students, who worked in 24 teams for 2 weeks in a hackathon pressure cooker formula to consult companies on how to redesign their business. The teams were guided by 7 of our innovation coaches to design innovative solutions for 3 highly impacted sectors in the region: tourism, event branche sector and retail.

The students did the first voting and preselected the top 2 finalists per challenge. Now it is your time to go through the top ideas, be inspired and cast your vote to select the winner! You can do this until May 13th, noon!

Thanks to our partner MKB-Limburg in this endeavor.

A hackathon is an exciting way to innovate beyond the regular boundaries of an organisation; a fast-paced design sprint that helps to solve business challenges by means of a pressure cooker format. An army of problem solvers engages in a process of co-creation to find solutions for the challenges at...

29/04/2020

Wow, great day today, making an impact for businesses in the region by means of a digital hackathon! How do companies have to innovate their business models post Corona lock down, to create, deliver and capture value in the 1,5 meter economy? Thanks MKB-Limburg, Mecc Maastricht, Maastricht Marketing & Riviera Retro to represent the 3 challenges from event marketing, tourism and retail. A thank you to ROOOMS to host the innovation coaches in their beautiful venue.
Big thanks and applause to all 115 students and lecturers for the great collaboration, this time digitally! You rocked it! Maastricht University School of Business and Economics

In just one word… WOW!!

UMIO in collaboration with MKB-Limburg just successfully concluded their digital hackathon on corona, facilitating 115 MIM students from Maastricht University School of Business and Economics working in 24 teams on 3 challenges, supported by 7 innovation coaches from the Service Science Factory, who were able to work safely from their remote location at ROOOMS. An inspirational and exciting day for all involved!

Participating organisations ended up giving their feedback to all teams, and students will use the upcoming days to brush up their ideas for the final presentation next week.

Thanks for today and the best of luck finetuning your presentations!

03/03/2020

It is official! You can now find us at our new location at the Tapijnkazerne together with our UMIO-collegues.

The Tapijnkazerne is an early 20th century military complex that has been beautifully restored and modernised and now houses various functions and entities of Maastricht University.

Located in the beautiful city park of Maastricht next to the old city wall we couldn't wish for more.

You are welcome to come by, so we can show you around and give you a taste of where we will facilitate our future educational programmes and innovation projects.

Hope to see you soon! 👍

16/01/2020

Service Design x Data Science x Philosophy.

An interesting combination of disciplines were brought together to advance Problem Based Learning at Maastricht University. The goal was to develop a digital tool that would help to identify knowledge gaps with students and provide structure for the discussions during the tutorial sessions.

Damien Nunes, our project leader at the Service Science Factory, facilitated the validation and design process of this tool. During this the team closely interacted with users (students and tutors) and used extracted insights to directly iterate the design. Various (Rapid-) prototyping and Research methods were used and adapted to speed up the project process and maintain or exceed the overall quality.

It was an interesting collaboration between us, BISS Institute, Maastricht University Faculty of Arts and Social Sciences, Maastricht University School of Business and Economics and the Institute of Data Science at University of Maastricht.

If you want to explore how innovation and technology can improve or reinvent your context please feel free to contact Damien directly on: [email protected]

Enjoy the video!

08/10/2019

Excited to kick-off our new EU Erasmus+ project in Tallinn. Let’s start rolling ... and develop an international training programme for public and commercial organisations around . Great that the Marketing & Supply Chain Management department and the Service Science Factory (UMIO - Maastricht University) bundled their expertise to make it happen. We are looking forward to pushing the boundaries of professional Service Design education together with our grant partners from Tallinn University, Stockholm School of Economics (Riga) and Brand Manual, a service design agency. Damien Nunes Külliki Tafel-Viia Dominik Mahr Maastricht University School of Business and Economics

19/09/2019

58 STUDENTS + (3 X 2H GUIDANCE) = MINDBLOWING 🤯

Today we finished a playful and competitive we facilitated for 58 students of the master . This are students that have no prior knowledge of (service) innovation, design thinking and entrepreneurship.

12 Groups of 4 to 5 students went through the full design process, touching upon:
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Students showcased their innovative , and capabilities and their ability to be light on their feet and steer the project through the various challenges they encountered.

Team 'BAG-UP' won the actual sprint with a solution for when luggage is misplaced. From their research they found that 300 pieces of luggage are either lost or misplaced worldwide per day across all airlines. As a service provider you need to take into account as it is something that can always happen and when passenger luggage is (temporarily) lost you have a big challenge to regain . The students took on this challenge head first!

Their idea was to inform passengers whether or not their luggage is on the plane and will join them to their destination. In the first scenario when the luggage is onboard, passengers are re-ensured via the in-flight entertainment system with a little pop-up notification. In the second scenario the passenger is informed that their luggage is misplaced and passengers will receive a notification that their luggage will be for instance delayed for maximum 24 hours. But this doesn't solve the issue of not having a toothbrush or clothing when passengers arrive at their destination empty handed.

To make sure the passenger won't arrive empty handed the customer can directly compose a free suitcase within the in-flight entertainment system with all necessary items which are needed to pass the time without luggage. Necessary items such as clothing, charger and wellness articles can be added which might transform dissatisfied customers into delighted ambassadors. Brands could jump onboard to provide new and unique products. It might trigger customers to showcase their new unique outfit on social media and sharing their positive experience with friends and colleagues the and . In the eyes of the students having your luggage misplaced doesn't necessarily mean you ran out of luck ... It just might be their .

The in-flight entertainment system can also be used to already collect the necessary information to deliver the suitcase on a specific address at a certain time and date. The customer doesn't lose any precious time at the airport and can be directly on their way once they touched down. An example of a rough diamond concept which might be a game changer for service recovery in the airline business. Additional research and validation is of course needed!

are fun learning experiences for students and professionals to develop their creative, innovation and entrepreneurial capabilities. 👍

19/07/2019

Our Service Innovators Damien Nunes and Carmen Koorevaar have trained and coached several MBA-students of Maastricht School of Management that follow the track .

In a three day the students were guided in the development of a . Starting with a strategic perspective where the students had to choose a specific target group.

Instead of simply sharing theory and working on a fictive case the students were send out to conduct customer and contextual research and eventually validate their ideas with potential customers.

This confrontation with the actual context is crucial for future entrepreneurs and innovators to experience. There is nothing to validate in the comfort surroundings of meeting and educational rooms.

Go out there and !

01/07/2019

Today we were very happy to welcome prof. Marek Kowalkiewicz and Dr. Paula Dotson from QUT (Queensland University of Technology) in Brisbane, Australia.

They do tremendous work in Australia combining the academic and design approach and insights and developing innovations and strategies that help various profit and non-profit organisations.

Today we've explored various possibilities to collaborate and exchange knowledge. A lot of possibilities have been discussed to create synergies. Let's make the next step!

To be continued...

30/04/2019

The key ingredients to the innovation projects from Service Science Factory?
Our best students, academic experts and YOU!

In our innovation projects we develop and design a new service concept in 8 weeks using the .

We have openings for new projects after summer!
Do you have a waiting to be solved? Contact our colleague and project leader Carmen Vonken!