Service Design Research. UX Poland 2013
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Service design is about designing user-friendly service. The backbone of this process is to understand the behavior of the customers, their needs and motivations. Thus, while creating customer journey or experience map, designers should base on not only on their intuition but primarily on user research findings and expert analysis. The question is how to select the appropriate set of methods that allow designers to identify problems that lower customer satisfaction.
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Service Design Research. UX Poland 2013
- 1. Service Design Research UX Poland 2013
- 2. Service Design Designing customer experience at the time of service
- 3. Touch points Great experience across all touch points
- 6. Concierge
- 7. Online loan
- 9. Service Design Process Discovery Definition Design Delivery
- 11. Customer Journey Map How the customer perceives and experiences the service interface along the time axis
- 16. Maps of a customer experience focus on how things will be experienced, not how they're made.
- 17. Research Identifying, discovering and understanding the service context and users
- 18. Research Context
- 19. Touchpoints
- 20. www, mobile Mailing Social media, forum Advertisement – display, tv, radio, outdoor Places – store, institute, home, office Dokuments – POS, invoice Touchpoints
- 21. Research Users
- 22. People
- 23. Users, customers Frontstage employees Backstage employees Partners Stakeholders People
- 24. Research Methods
- 25. Interviews Individual, in-depth At lab, home, office
- 26. Interviews With customers, employees, partners, stakeholders
- 27. Field study Observing users in the field at the time of service
- 28. Field study Watch people visiting the institution Watch customers shopping at the moll
- 29. Mystery shopper Researcher in customer’s shoes
- 30. Mystery shopper Shop online and try to take the loan Talk with consultant about the service
- 31. Diary study Users record their experiences related to a particular subject over a period of time
- 32. Diary study Moments when looking for help Experience when visiting museums
- 33. Usability testing Observe how customers are useing interactive products
- 34. Usabilitymobile app Test the website and testing Conduct eyetracking of landing page
- 35. Questionnaire Online or offline For users, employees or partners
- 36. Questionnaire Ask call center employees about calls
- 37. Desk research Analysis of customers’ opinions
- 38. Desk research Read forums and Facebook fanpage
- 39. Report analysis Help desk, call center, FAQs
- 40. Expert review Expert analysis of touch points – websites, documents, places
- 41. live|work
- 42. Thx!
- 43. www.servicedesigntools.org icons by www.picol.org Stormtroopers 365 on Flickr by Stefan Lego experience map Rail Europe experience map Third example of experience map
Editor's Notes
- Opracowanie strategii, zdefiniowanie funkcjonalności i założeń usługiZaprojektowanie procesów interakcji klienta z usługąPoszukiwanie innowacji w usługach
- Adaptive Path
- Miejsca – placówka, slep, recepcja, domDokumenty – ulotki, umowy
- Pracownicy – help desk, call center, recepcja, konsultant
- Analiza treści internetowych
- Analiza treści internetowych
- Serwisy i aplikacjeDokumenty (ulotki, skrypty IVR, umowy)