What is Service Design?

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    11-Aug-2014
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A talk I gave at UX People 2013 as an attempt to demystify the term 'Service Design'. I talked about the methodologies and tools that service designers use, as well as the attitudes and skills requires to practice the discipline.

Transcript of What is Service Design?

  • Service Design Daniel Harris Service Design Director @Fjord @Harrisdaniel
  • Design FJORD 2013 Confidential Page 2
  • Design is on the cusp of a massive change as people slowly become more attuned to its potential for positive change Alice Raswthorn, Design Week FJORD 2013 Confidential Page 3
  • Its not about making a fancy lamp, but finding new ways to connect with peoples lives. Stephen Burks, Design Week FJORD 2013 Confidential Page 4
  • Design FJORD 2013 Confidential Page 5
  • IMPROVING HOW HUMANS ENGAGE WITH THE WORLD THATS GOOD SERVICE DESIGN FJORD 2013 Confidential Page 6
  • Technology is Society [problem that Three bill fixed] Services are run by technology, it surround us, we dance to invisible algorithms every day Humans are the constructs of that society + why the deal with Accenture is good? theyrun half the worlds infrastructure We do service design + UI design FJORD 2013 Confidential Page 7
  • FJORD 2013 Confidential Page 8
  • FJORD 2013 Confidential Page 9
  • FJORD 2013 Confidential Page 10
  • UNDERSTANDING INDIVIDUALS COMPLEXITIES, IRRATIONALITIES & CARES THATS GOOD SERVICE DESIGN FJORD 2013 Confidential Page 11
  • Service Innovation FJORD 2013 Confidential Page 12
  • canvases [Business model canvas] great for getting fairly detailed from a business perspective [Trends canvas from trendwatching] great for understanding the market and its evolution [Lean canvas] great for seedcamps and hackathons Our Service Design canvas great for designing service propsotions FJORD 2013 Confidential Page 13
  • FJORD 2013 Confidential Page 14
  • FJORD 2013 Confidential Page 15
  • Service design canvas FJORD 2013 Confidential Page 16
  • FJORD 2013 Confidential Page 17
  • CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS THATS GOOD SERVICE DESIGN FJORD 2013 Confidential Page 18
  • Re-imagination of nearly everything powered by New Devices + Connectivity + UI + Beauty Mary Meeker of KPCB FJORD 2013 Confidential Page 19
  • Workshops FJORD 2013 Confidential Page 20
  • Service Design Cards FJORD 2013 Confidential Page 21
  • Getting emotional [Emotion of Money what it means to what people care about] Emotional drivers are the hardest to discover, but the most valuable FJORD 2013 Confidential Page 22
  • [HAPPY, HUMAN, SOULFUL FOOD] Moving food from the functional to the emotional (Jamie Oliver) FJORD 2013 Confidential Page 23
  • [HAPPY, HUMAN, SOULFUL FJORD 2013 Confidential Page 24
  • [Someone using this in a kitchen / louinge] FJORD 2013 Confidential Page 25
  • CONNECTING THE EMOTIONAL TO THE MATERIAL THATS GOOD SERVICE DESIGN FJORD 2013 Confidential Page 26
  • FJORD 2013 Confidential Page 27
  • PSYCHOLOGIST FJORD 2013 Confidential Page 28
  • [Artist] ARTIST FJORD 2013 Confidential Page 29
  • [Architect] ARCHITECT FJORD 2013 Confidential Page 30
  • MANAGEMENT CONSULTANT FJORD 2013 Confidential Page 31
  • ENTREPRENEUR FJORD 2013 Confidential Page 32
  • LOVE THE PROBLEM & OWN THE DESIGN THATS GOOD SERVICE DESIGN FJORD 2013 Confidential Page 33
  • Design FJORD 2013 Confidential Page 34
  • YOU KNOW YOU ARE PRACTICING SERVICE DESIGN IF YOU ARE 1. IMPROVING HOW HUMANS ENGAGE WITH THE WORLD 2. UNDERSTANDING COMPLEXITIES, IRRATIONALITIES & CARES 3. CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS 1. CONNECTING THE EMOTIONAL TO THE MATERIAL 2. LOVING THE PROBLEM & OWNING THE DESIGN FJORD 2013 Confidential Page 35
  • Service Design. A mission, practice, & craft Daniel Harris Service Design Director, Fjord London THANK YOU