t b-a-ArwS
Mol o  SyeM
Avoiding Design tools Fetishes
Institute Without Boundaries
Ee wAT  An
IsUIzAOn KeS DeA TaNBlE Nd NcRE
WHeN O U I
IsUIzAOn  tH MoTR O AlL EsI tOS
• To document research about customers and their journeys
•...
WHy ThENg  L?
IsUIzAOn -rIS PJeC DeVOpMT
Text is more open to interpretation than pictures and sto...
aPOaCNg E DIgN F SVEs
IsUIzAOn  iMRtA tHUgHT T pREsS F DIG
• Insights research & Works...
EsCBiN ThE ErVE LDsCE
tH CoNXt  wHH A ErVE ORaT iS SuAY CPE
A system map is a diagram of a...
OwA sEIE EsI dESNs
cAUrE He G PTuR AnD NtEOnNTiO oF He RCe
• Service blueprint
Helps you ...
kE ElENtS O SViC BlURTs
RaCNg L REs RoS ChAElS LoN TM
• Time
• Line of visibility
9
IsUS A WInDwS N IsCER
cOInI dA aN DiSAy OpEY F rERkAE UtCEs
The greatest value of a pictu...
sEIcE ArE FtE SoL As OdUS
UsISs ItS SuAY ME LTlE EnS To E CTEr
The successful public service...
HE Ox-D-RrOw OE
Ou NnO SePAtE OmPEnT WiTUt EaKG BDs
• Diagrams describe just the anatomy of a s...
RaVSiN ThE RI
RoS-ExANiN RoW AnD OlUS T ReDIgN Nd PVe
• Journey summaries
Create storyboards for ea...
OuRY UmMY
ApPG T cUOmE ExPIeN tHUgHT T cHNL
OuRY UmMY
ApPG T cUOmE ExPIeN tHUgHT T cHNL
OuRY UmMY
ApPG T cUOmE ExPIeN tHUgHT T cHNL
HE UmMY
ApPG T bUNeS PrOSsE ThRGhO tH ChAEL
 wE kE dEGn CE
IfE S CNgE wHE RoW iS UsT N OIO
Never look for things like the best user experienc...
HaN YOfor your patience and understanding
Andrea Di Marco
Institute Without Boundaries
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The Box and Arrows Model of a System - Andrea Di Marco

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The Box and Arrows Model of a System - Andrea Di Marco

  1. 1. t b-a-ArwS Mol o  SyeM Avoiding Design tools Fetishes Institute Without Boundaries
  2. 2. Ee wAT  An IsUIzAOn KeS DeA TaNBlE Nd NcRE
  3. 3. WHeN O U I IsUIzAOn  tH MoTR O AlL EsI tOS • To document research about customers and their journeys • To let people help during testing and refinement • To help capture new concepts • To make concepts tangible
  4. 4. WHy ThENg  L? IsUIzAOn -rIS PJeC DeVOpMT Text is more open to interpretation than pictures and stories. Visuals help building commitment to the solutions created by the team.
  5. 5. aPOaCNg E DIgN F SVEs IsUIzAOn  iMRtA tHUgHT T pREsS F DIG • Insights research & Workshops • Service blueprinting • Service proposition development • Concept sketches and presentations • Experience prototyping • Testing & Delivery
  6. 6. EsCBiN ThE ErVE LDsCE tH CoNXt  wHH A ErVE ORaT iS SuAY CPE A system map is a diagram of all the actors affected by a service and the relationships between them, displayed in a systematic manner.
  7. 7. OwA sEIE EsI dESNs cAUrE He G PTuR AnD NtEOnNTiO oF He RCe • Service blueprint Helps you structure, design, and align touchpoint interactions as they unfold over time, including specific detail about the elements, experiences, and delivery within the service itself. It maps out: • User journeys - all phases and steps performed. • Touchpoints - all channels and touchpoints associated. • Backstage processes - all stakeholders and actions involved.
  8. 8. kE ElENtS O SViC BlURTs RaCNg L REs RoS ChAElS LoN TM • Time • Line of visibility
  9. 9. 9
  10. 10. IsUS A WInDwS N IsCER cOInI dA aN DiSAy OpEY F rERkAE UtCEs The greatest value of a picture is when it forces us to notice what we never expected to see. -John Tukey
  11. 11. sEIcE ArE FtE SoL As OdUS UsISs ItS SuAY ME LTlE EnS To E CTEr The successful public services of the future will enforce stronger relationships with their customers, and will emphasize their role of co-producers of the service.
  12. 12. HE Ox-D-RrOw OE Ou NnO SePAtE OmPEnT WiTUt EaKG BDs • Diagrams describe just the anatomy of a system Entities within an organization are held together by a common purpose. • Purpose is king If efficiency of expression becomes the key value, ideas that are crucial in other respects get easily marginalized.
  13. 13. RaVSiN ThE RI RoS-ExANiN RoW AnD OlUS T ReDIgN Nd PVe • Journey summaries Create storyboards for each phase of the journey, and track key user journeys through the blueprint. • Phase summaries Describes user experiences across all channels at that stage. Document the connections between different backstage elements of the service and how they need to interact. Flag mission-critical elements or activities.
  14. 14. OuRY UmMY ApPG T cUOmE ExPIeN tHUgHT T cHNL
  15. 15. OuRY UmMY ApPG T cUOmE ExPIeN tHUgHT T cHNL
  16. 16. OuRY UmMY ApPG T cUOmE ExPIeN tHUgHT T cHNL
  17. 17. HE UmMY ApPG T bUNeS PrOSsE ThRGhO tH ChAEL
  18. 18.  wE kE dEGn CE IfE S CNgE wHE RoW iS UsT N OIO Never look for things like the best user experience, the ultimate interface to something, whatever. Every design project is a redesign process. Life is always change, and change always happens at margins.
  19. 19. HaN YOfor your patience and understanding Andrea Di Marco Institute Without Boundaries
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