Designing Great Services Is Our FutureHow Space, Time and Perspective Empower UX Professionals To Do More

Laura Keller | @servicedesignLK

• Visualizers• Humanizers• Mediators

… to create an effective service experience

Service Provider

Service Recipient

Planning and orchestrating…

Processes

ObjectsSpace

Technology

Infrastructure

Communications

Time

The only thing HE cares about is upselling you. And I usually have to

transfer you to someone else. What’s my

motivation?I don’t want to have to call so I only do when I

have a problem or something complicated. I don’t want to wait. I lose

patience quickly.

I’ve done my time as a rep. I’m a manager

now and what MY managers care about is sales. That’s what I

push.

www.educause.edu

www.stby.eu cargocollective.com/jorganpe

www.blauw.com/nl/tools/lego-serious-play/

• Know that there’s always a wider space

• Diverse stakeholders are critical

• Gain trust and influence organization leaders

• Exemplary interpersonal, communication, facilitation, and management skills will outweigh design skills

• Evolve to being a generalist

• Visualizers• Humanizers• Mediators• Tech-savvy

Danke!

• This is Service Design Thinking, Marc Stickdorn

• www.servicedesigntools.org• Service Jams: planet.globalservicejam.org

@servicedesignLK