Assignment 4
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The document appears to be a class assignment that outlines steps in a design thinking process for improving services. It includes sections on identifying problems through research, framing the key problems, generating tentative ideas using a "Four Actions Framework" of remove, reduce, raise, and add, and providing examples of applying this framework. The assignment synthesizes research findings and aims to identify and solve problems to improve services.
Assignment 4
- 2. Introduc)on Insights Problem(s) Solu)on(s) Iden)fying Problems Defining/Framing Problems Solving Problems Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 2
- 3. Synthesizing Research Finding Temperature Package Service Dog Designs Digitals Languages categorize affinity ten-‐minutes brainstorm Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 3
- 4. Synthesizing Research Finding We categorized affinity ideas into 6 A’s: 1. Affability is unthinkable. 2. Accessibility is inefficient. 3. Adaptability is unreliable. 4. Ac)ons of Customers is insufficiency. 5. Accountability is inconstant. 6. Area / Appearance is unbalance. Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 4
- 5. Iden)fying and Framing Problems Service Dog Kitchen Gave a weird vibe Less of finding it very cool Unwelcome Tables were not Couldn’t see Wait/Wonder/Bored Environment spacious what is there Did not offer any Loss of good display needs Language Informa)on No bi-‐language Internet has heavy provided Not texts Unable to No language No emphasize about access experters mo)va)on mo)va)ons smoothly No language op)ons and unclear No prices/food on an internet images shown Counter Display Delivery No promo)ons Less interior delivery Not enough None of a Loss of business visual Very feminine style way to profits interac)on Unnecessary 1. Iden)fying problems delivery Due to availability, decora)ons couldn’t make 2. Framing problems Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 5
- 6. Genera)ng Tenta)ve Ideas Four Ac)on Framework is one of genera)ng ideas. Remove Reduce Raise Add Reduced unnecessary vision on the display Increase male workers in the front-‐ line Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 5 6
- 7. Genera)ng Tenta)ve Ideas 2 out of examples of Four Ac)on Framework: “Before” Insights Remove Reduce Raise Add Remove the Wi-‐Fi Add an applica)on notes from workers Reduce non-‐visual Provide more to redesign the 1 Informa)on of promo)ons images! and and a clear info interac)on on the wall Remove workers Avoiding afraid to Provide tea/cofee Decorate your own Self-‐Service from the front and share a bake recipes to do cupcake (inspired 2 allow customers to experience yourself! If like, buy by a frozen yogurt do a self-‐order me! store) Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 5 7
- 8. Genera)ng Tenta)ve Ideas Few Examples of Change Stakeholders’ Perspec)ves How can I change the behavior of keeping up with Owner adap)ng updates of customers? I wonder why did not this store give some toys? I am Kids very bored, because I want to do something! Sigh, how can I reduce a lot of services toward customers? Workers Can I help my boss reinvent with self-‐services? I don’t feel comfortable being in crowd between people Wheelers and tables. Tables need to be redesign to give me a space. Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 8
- 9. Framing the Strategic Problem How can incen)ves be enhanced to meet customers’ preferences and desirability to increase their loyal)es to Back in the Day Bakery? Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 9
- 10. Thank You Tiffany Slieff | Professor Bau | SCAD | School of Design | Service Design| SERV 216 | Winter 2013 | Assignment 4 10