2011 | Communication design highlights for service design
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This document discusses tools and methods for communicating service design plans and solutions. It outlines several visualization tools that can be used at different stages of a service design process, including moodboards, posters, storyboards, and system maps. These tools aim to strategically represent and visualize a service solution in order to help different partners communicate and develop the solution together. The document also emphasizes the importance of communication for engaging diverse stakeholders and users, and notes that field research is a key first step to enable informed design decisions by organizing relevant insights and data from users.
2011 | Communication design highlights for service design
- 1. communication design highlights (useful for our services)
- 2. 1. Visualization tools for design plan how to communicate our service design.
- 3. 1. Visualization tools for design plan why to communicate our service design. there are no disciplinary distinction when we talk about design capabilities
- 4. 1. Visualization tools for design plan why to communicate our service design. there are no disciplinary distinction when we talk about design capabilities visualizing
- 6. (visualizing) see understanding the context show visualizing the information foresee making critical predictions
- 7. capabilities
- 8. 1. the role of technology
- 10. How to communicate our service design. the tools. the use of specific service design tools (the so called Design Plan) will guide the participant to better focalize the topic of the work and the content of their design decisions.
- 11. How to communicate our service design. the tools. The Design Plan aims to help different partners in communicating and developing a solution together. It strategically works as a series of formats to represent and visualize, at different stages of development, a solution involving actors in a complex interaction process.
- 12. The tools. milestone steps for service visualization * title * target and context (+ moodboard) * solution description (+ poster) * qualities of the experience (+ story board) * actors, role of the user, aim of the service (+ description) * solution’s elements and technologies (+ service schema) * service model: organizational structure (+ system map) * actors’ motivations (+ stakeholders’ motivations matrix) the synthesis of the service made with proper tools
- 13. moodboard storyboard to provide a creative and suggestive visual description Show the quality of experience. of the overall mood of the service. why and how the solution produces a good experience a mosaic of pictures, describing the solution for the user? by depicting the atmosphere, the interaction, which are the main evidences of the solution? the environment, and the specific “taste” of it. shows the solution performance along an horizontal Pictures have to describe the places, the persons and time line. is a translation of an event, which takes place the artefacts of the solution. in space and time, into a sequence of static images and explanatory captions you need to catch the observer’s attention at first glance. why the service works? poster stakeholder motivation matrix is a catchy image that depicts a story in a concise and why are these actors involved in the solution? emotive way, it uses the evocative capacity of the visual which is their interest? and the descriptive capacity of the text to sketch the the stakeholders motivation matrix shows the solution topic and atmosphere of a story. from the point of view of the it is a promise of what the service stakeholder’s interest in taking part has to offer in the partnership and is also the promotional image it shows a check-list of motivations, benefits and it integrates the visual with the written message, in or- contributions from each stakeholder’s point of view, der to prefigures the characteristics of the service. between individual partners and over the whole Composed by image + title + claim partnership.
- 14. System organizational map the system organisation map shows the solution from the point of view of the organisation of the partnership The map identifies: the system boundaries; the primary and secondary stakeholders; the main physical, informational and financial flows; the core performance of the solution; the secondary functionalities of the solution.
- 15. 2. Communication for complexity we design for many audience. (stakeholders) communication engagement participation
- 18. 3. Communication for/with the users micro decision making (citizens). (users) communication engagement participation
- 22. Our ethnographic experience field research. now that we have the data, what we should do with it? within the context of inquiry organize it! What is field research? That means: Why we have to do it? explain it in understandable way What we are looking for? in order to make it useful for the next step: desk research + planning design initiative. Visual & Verbal Videotaping use only the relevant data + consistent structure Photography Passive observation + tips Participant observation Plan the questions in advance Interviews with the participants Negotiation is always important (individual or group) Respect (privacy, rules, different sensibilities) Catch the environment (video/photo) Ask questions, don’t imply answers Ask true/relevant questions actions Pay close attention to the given answers Verbal interviews (handwritten or taped) Filter and choose relevant data Stories collected from participants Be able to re-tell the story using the gathered data Surveys and questionnaires Verbal description of environment if visual is not available field research the first step in the design process: (intangibles, immaterials, virtual..) enables you to take design decisions.
- 23. Our ethnographic experience communication with people is related to trustworship
- 24. Our ethnographic experience mr. mei laoshi mr. guan mr. shen mr. laojia mr. chen mr. 什么什么
- 25. mr. mei laoshi mr. guan mr. shen mr. laojia mr. chen mr. 什么什么
- 26. 谢谢! franz.