Whatisservicedesign
- 1. What is Service Design? an outsider’s introduction Kellock Irvin NY, NY
- 2. Service: the action of helping or doing work for someone
- 3. Service: the action of helping or doing work for someone Design: purpose, planning, or intention that exists or is thought to exist behind an action, fact, or material object
- 4. Service: the action of helping or doing work for someone Design: purpose, planning, or intention that exists or is thought to exist behind an action, fact, or material object Service Design: the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve the quality and interaction between service providers and customers. wiki
- 5. Why? The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly competitive relevant to the customers. wiki
- 6. Where can we use service design? Health Care Social Service Mobile & Technology Government Media Event Production
- 7. Who does service design? strategists Ideo creatives frog design scholars Daytona lawyers inreality anthropologists Adaptive Path marketers Fjord engineers Cooper financiers you teachers me
- 8. Ingredients: User Touchpoints: Places in which a service interacts with people and organizations e.g. websites, 1800 numbers, helpdesks, APIs, et cetera
- 9. Ingredients: User Toughpoints Places in which a service interacts with people and organizations Systems What are the structures and forces upon which the service depends? e.g. politics, human resources, supply chains, production lines, et cetera
- 10. Ingredients: User Touchpoints Places in which a service interacts with people and organizations Systems What are the structures and forces upon which the service depends? Social Strategy Bigger questions, problem resolution e.g. how do I get better at remembering to pay my taxes? how can we decrease crime in urban neighborhoods?
- 11. Ingredients: User Experience Systems Effective Service Design Social Strategy
- 12. Method: Discover Purpose: Uncover and frame the service design opportunity Method: Define Interviews, surveys, cultural probes, storytelling, market research, shadowing Output Lay of the land, insights, and territory maps Develop Questions: Where are opportunities for service design? What are interesting problems to address Deliver
- 13. Method: Discover Purpose: Distill key findings and insights into design directions based on research. Understand needs Method: Define Roleplay, territory maps, stakeholder maps Output User needs matrix, conceptual models, customer journeys, personas Develop Questions: What does the research tell us? What issues/needs are important and relevant to address? Deliver
- 14. Method: Discover Purpose: Envision future scenarios and validate them with potential stakeholders Method: Define Storyboarding, user testing, collage tools, prototype Output Scenarios, wireframes, service models Develop Questions: What are the tools and processes for delivery? What is the service cycle? and how often do users engage with it? Tangible and intangible aspects. Deliver
- 15. Method: Discover Purpose: Refine idea based on feedback from generative research Method: Define Output Video sketches, service models, blueprints, mockups Questions: What’s the best way to communicate the service concept? What are the key ideas? Develop Deliver
- 16. What’s the scene like now? Aspirational territory...people are aware, but more focused on user experience/marketing
- 17. What’s the scene like now? True service design for existing customers is highly disruptive and requires monsterous trade-offs and a long term commitment A service demands value only once a customer sees value in it e.g. one doesn’t need a locksmith until you’re locked out
- 18. Where can I find opportunity? Everyday life e. g How can we make a service that teaches children how to manage their money? theconsumerist.com e. g How can we create a service that addresses drunk walking? Driving?
- 19. Further Reading/Info (click) Service Design Network This Is Service Design Service Design Group
- 20. Enjoy Designing! Kellock Irvin NY, NY