Service Innovation and Value Remolding

Popularity of the current mobile network, application of mobile payment and prosperity of service industry make China become the bellwether of global digital economic innovation. Consumers experience new service experience of digital driving every day. Service design can effectively integrate with resources through the entity and internet platform and provide the decision-making support role for organizational innovations, product development and marketing or even construction of commercial model in the more extensive fields and deeper level.

In the era, how to greatly develop user study, product design, full process of experience, and service design in each industry and contribute to industrial revolution?

How to improve product value through service design?
How to perfect customer experience to bring more experience value to customers?
How to serve for users and business through design?

In this summit, we will invite well-famous experts in product design, vision design and service experience, invite them to share construction experience and knowledge of service design under the new retailing environment, welcome people who engage in and are interested in product R&D, user experience and market to attend, share, exchange and interact with each other.

• Speech 1：When Design Meet Warmth
  Speaker：Tang Xuejun （ Atour,Vice president of brand）

  数字化尚不充分的传统服务业，面临新兴人群骤变的消费需求。而浮躁的都市人，却又渴望在都市中，寻找更多一点温暖。
  
  生活服务，要如何唤醒生活最原本的感动？数字时代的人文体验，要在用户旅途中的每一个环节、每一个触点、每一次交互，都从“温暖”的理念出发，去打磨体验，去设计产品。用摄影、用图书、用茶，用精心准备的食物，去温暖用户的身体和心。
  
  此次演讲，主讲人将结合亚朵的服务案例，通过融合品牌价值的全新服务体验，为住客创造融合人文、温暖、有趣的生活方式。酒店更多是空间，而更重要的是在空间场景中解决开放式的多元服务流程，多个角色的用户体验旅程转变。
  

  Work Case

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• Speech 2：Xu Jian《Xu Jian《Xu Jian《Experience Design Enables E-commerce Business Layout》》》
  Speaker：Xu Jian （ JD.com,VI Design Expert）

  A series of factors including technology progress and development, sedimentation awareness and integrated resource utilization result in evolution of internet ecology and make ecosystem of user experience become huge. Meanwhile, e-commerce scene or retailing scene won’t be single. Audiences are also diversified. We are not limited to gain some commodities. Instead, content acquisition gradually becomes the consumption core to solve online and offline experience barriers of users. Moreover, experience will become diversified and serve for users. With the entry point of experience design, to create tools or experience logics and endow business with the greater value are the emphasis of this lecture.
  
  From online to offline, visual perception is transmitted to touch, hearing or even gestation and unbounded experience(video, device and interaction cases)
  Unbounded retailing of marketing interaction; from online to offline implementation and execution and possibility of display
  

  Work Case

  • Xu Jian - 互动项目实践
  • Xu Jian - 互动项目实践
  • Xu Jian - 互动设计流程
  • Xu Jian - Midjourney 创意输出
• Speech 3： Manage Cross-Boarder Service Design
  Speaker：Harvey Kim （ Accenture,Director）

  Speaker will talk about how to manage an experience or service designed in one country can be applied in another country. Usually MNCs (Multi-National Companies) designs own identity of brand, experience and service in one country and try to apply in other countries without any change or with minor modifications, justifying this as keeping brand identity. However, consumers are smarter to tell what is relevant to them and greedier to get more sophisticated value in their culture context. Companies who wanted to leverage their old values in new market does not get what they wanted to get anymore. Re-design or conversion into new service and experience for new consumer is inevitable. This session is talking about how.
  

  Work Case

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• Speech 4：How to Create A Global Financial Service Experience
  Speaker：Yao Yusheng （ TANG,Copartner）

  Nowadays, user experience planning is not the “narrow experience” about user interface. User experience has already become more generalized, systematic and global project, especially for the internet finance field. User experience work must jump out of the design level and consider the overall situation. For example, how many business steps and how many digital channels will be experienced and how many experience touch points will result in customer troubles as transacting financial business and how to create the experience “surprise points” by using the advanced scientific means and people-oriented services in the entire business transaction process? “Globalization” experience thinking helps us to open our brain and systemize the golden key of reflection.
  
  To be specific, what’s globalization? Through this lecture, the speaker guides each participator to know about how to use a series of framework and tool to construct the global financial service experience.
  
  
  

  Work Case

  • The service experience ecology with “user center”
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1. Enterprise managers
2. Brand designers, service designers, interaction designers and vision designers
3. Product managers
4. User researchers
5. Market and marketing employees

1. Master online and offline consumption behaviors
2. Observe post-95 consumption behaviors
3. Understand how to improve customer experience value
4. Master the industrial trends: future e-commerce industry development and influences on user experience designers
5. Under the design direction: future user experience designers should own certain skill and innovative quality and create suitable works to cope with the time variation.
6. Understand the method of using the prototype to test in the service design process