What is service design & how is it different from UX design?
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WHAT IS SERVICE DESIGN AND HOW IS IT DIFFERENT FROM UX DESIGN?* *FORMERLY TITLED: “THE KEYS TO EFFECTIVE SERVICE DESIGN” April Starr Adjunct Faculty, Institute of Design
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Transcript of What is service design & how is it different from UX design?
WHAT IS SERVICE DESIGN AND HOW IS IT DIFFERENT FROM UX DESIGN?* *FORMERLY TITLED: “THE KEYS TO EFFECTIVE SERVICE DESIGN”
April Starr Adjunct Faculty, Institute of Design
FIRST, A BIT ABOUT ME…
LET’S FACE IT: THINGS ARE MESSY THESE DAYS.
HUMAN FACTORS DESIGN RESEARCH USER EXPERIENCE
INTERACTION DESIGNUSER INTERFACE DESIGN
DESIGN STRATEGY DESIGN PLANNING
SERVICE DESIGN INNOVATION
BUSINESS DESIGN TRANSFORMATION DESIGN
EXPERIENCE DESIGN
LET’S FACE IT: THINGS ARE MESSY THESE DAYS.
PRODUCTS SERVICES
tangible intangible
$
LET’S FACE IT: THINGS ARE MESSY THESE DAYS.
PRODUCTS SERVICES
WHY IS THERE A RECENT EMPHASIS ON SERVICE?
COMPANIES HAVE NO SHORTAGE OF CONCEPTS BUT STRUGGLE TO BRING THOSE IDEAS TO MARKET
SILOED SOLUTIONS DON’T ACKNOWLEDGE THE CONSUMER’S DESIRE FOR A SEAMLESS EXPERIENCE
ORGANIZATIONS PRESSURED FOR NEW WAYS TO GROW & EVOLVE
TECHNOLOGY IS FORCING EVERY ORGANIZATION TO DEVELOP NEW CAPABILITIES
SO IS SERVICE DESIGN JUST THE LATEST BUZZWORD?
POSSIBLY?
HOW DO WE BEST SERVE PEOPLE?
HOW DO WE BEST SERVE PEOPLE?
BUILDING PROCESSES
TRAINING TOOLS
PILOTING METRICS
SERVICE DESIGN TRIES TO CONTINUOUSLY BRING THESE THREE PERSPECTIVES TOGETHER FROM START TO FINISH.
FOCUS ON THE INTERSECTION.
CONSUMER DESIRABILITY
TECHNICAL FEASABILITY
BUSINESSVIABILITYTOOLS
SERVICE LANDSCAPE MAP SERVICE ECOLOGY EXPERIENCE JOURNEYBLUEPRINTROLLOUT ROADMAPEXPERIENCE PROTOTYPES SERVICE SCRIPTS TRAINING TOOLS
HOW DO WE BEST SERVE PEOPLE?
UNDERSTANDING THE ORGANIZATION
UNDERSTANDING THE CONSUMER
BOTH LOOKING OUT AND LOOKING IN.
ecosystem/social cycle
analogous experiences
extreme experts
extreme users
contextual observations
target users
brand
organizational structure
corporate culture
incentives
current strategy & initiatives
major failures
mission statement
believers & skeptics
new people & lifers
people across silos
stakeholders
you & your empathy experiences
INDIVIDUALS
CULTURE
LOOKING INSIDE
LOOKING OUTSIDE
technology benchmarking
cultural forces/trends
analogous situations
relevant work
community norms
media
history
IT’S NOT (ALWAYS) SEXY.
HOW DO WE BEST SERVE PEOPLE?
DETERMINING CHANNELS
TOUCHPOINTS TYPES OF DESIGN
UTILIZES ALL TYPES OF DESIGN.
EQUAL EMPHASIS ON BUILDING & BREAKING THE SYSTEM.
HOW DO WE BEST SERVE PEOPLE?
DETERMINING CHANNELS
TOUCHPOINTS TYPES OF DESIGN
BUILDING PROCESSES
TRAINING TOOLS
PILOTING METRICS
UNDERSTANDING THE ORGANIZATION
UNDERSTANDING THE CONSUMER
IT’S NOT A ROLE.
DESIRABILITY
FEASABILITY VIABILITY
IT TRAINING
HUMAN RESOURCES
BUSINESS DESIGN STRATEGYFINANCE
UX/RESEARCH INTERACTION/UI DESIGN
INDUSTRIAL DESIGNSPACE DESIGN
COMMUNICATION DESIGN
STUDENT SERVICE PROJECTS
Q&A
THANK YOU.
ICONS SOURCED FROM THE NOUN PROJECT
