Servicedesign, tanker og metode
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Transcript of Servicedesign, tanker og metode
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SÆT SPOT PÅ DINE SERVICES
Morgenmøde
1. OKTOBER 2014
#pentiaevent
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Picture: Pentia HQ | Islands Brygge 55 | DK-2300 Copenhagen S
…or nerds if you like
Welcome to a house ofWorld Class Specialists
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Pentia:Opfinderaf Sitecore
Sitecore MVP’er3
flest i Europa
certificeredeudviklere
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350Års akkumuleretSitecore erfaring
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KompetencerDIGITAL STRATEGI
PROJEKTLEDELSE
UDVIKLING &INTEGRATION
UX & DESIGN
SERVICE & SUPPORT
FORRETNINGS-ANALYSE
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En lille undersøgelse
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Har din organisation en klar opfattelse af, hvad jeres primære services er?
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Ja. Det er helt klart Ja. Til deles Tja… Nej. Kun lidt Net. Slet ikke
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Afspejler jeres website vigtigheden af jeres services?
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Ja Ja. Til deles Nej. Ikke nok Nej. Slet ikke
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Dagens programVelkomst
Vejen til effektive, vedkommende og behagelige services
Sådan kan du gøre det nemmere at finde og bruge dine services
Pause
CASE: Sådan arbejder Udbetaling Danmark med user journeys
Wrap-up og spørgsmål
09:00-09:15
09:15-09:45
09:45-10:15
10:15-10:30
10:30-10:50
10:50-11:00
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Service designMed brugeren i centrum
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It would appear easy to study how people experience a service, determine which parts of the delivery are not joined up, and make them all perform well together.
Service Design: From Insight to Implementation
In reality, some of the best organizations in the world struggle mightily to design good service experiences.
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EffektiveVedkommende
Behagelige
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ServicesProdukt, oplevelse og andre begreber
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Services are about interactions between people, and their motivations and behaviors.
Service Design: From Insight to Implementation
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Know thy digital service
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Processerne bagHvordan fungerer Service Design?
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Forretning
BrugereTeknik
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USER JOURNEY
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Søgeord
Interesser
Forrige side
Geo
ID
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Reach Engage Activate Nurture
REAN
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USER JOURNEY
Reach Engage Activate Nurture
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WebsiteTwitter
Brochure
Hotline
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App
Website
FacebookTV-reklame
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Eksempel på økosystem: Spotify
Spotify app
Spotify.com
Face-book
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Tak for hjælpen !
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STORYBOARDS
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Står ved station
Søren er på vej hjem fra arbejde
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SMS fra kone: ”Du handler
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SMS fra kone: ”Du handler
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Bladre avis igennem
Søren bladrer i tilbudsaviser for at finde inspiration til aftensmaden
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Bladre avis igennem
Søren tilføjer en vare fra tilbudsaviserne til sin indkøbsliste…
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Tilføjer relaterede varer manuelt
…og tilføjer nogle flere manuelt
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Står ved station
Sådan! Det var nemt! Og toget er ikke engang kommet
endnu…
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Søger mere inspiration i feedet
…så Søren bruger tiden på at lede efter et godt tilbud
på en Playstation.
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Gemmer flere tilbud
Nu er Søren klar til at handle
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Viser service i kontekst
Tager stilling til motivation og JTBD
Bringer konceptet ud af wireframen
Giver inspiration til nye features
STORYBOARDS
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Godt i gangHvor skal vi starte?
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Interessent mappingService safariSkyggeetnografiCustomer journey maps Interviews i kontekstHvorfor x 5Cultural probesMobil ethnografiEn dag i brugerens skoMapning af forventninger PersonasIdeskabelseHvad nu hvis …DesignscenarierStoryboards
SkrivebordswalkthroughServiceprototyperService standAgil udviklingCo-creation Storytelling Service blueprintsServicerollespilCustomer lifecycle mapsBusiness model canvas FormålshierarkierBrugermotivationskortMentale modellerM
ETO
DE
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Hello mpj! I am looking for a man, i’m 21 y.o. let’s talk? My name is Svetlana, I’m from Ukraine.
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+108%
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Take away
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Tre ting du skal gå hjem ud og gøre
Lav en user journey for en enkelt bruger
Gå hjem og se på dit website, som om du var en bruger, der skulle løse en opgave.
Hvad hvis 80% sagde ”TAK”?