Service Design Breakfast - No guesswork needed - Karri-Pekka Laakso, Reaktor

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Service Design Breakfast

Karri-Pekka Laakso from Reaktor discusses how service design is done in his company.

Design

Newton’s iteration

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

1
© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Karri-Pekka Laakso

1973 Born
1986 Hacking Z80 on Spec 328
1994 IT: Topi admin @ HUT
1996 UI design: teaching @ HUT
1998 MSc (eng), Applied Mathematics
1999 Interacta Design, co-founder
2002 GUIDe, co-developer
2005 => Reaktor

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Reaktor
17 UI designers
6 ADs (graphics)
5 Concept Designers
1 Copywriter
~140 top-notch developers

Concepting, UI design, graphics and coding
are part of practically every project

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Technology

Porsche 911 engine

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Design

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Reaktor

I’m right here

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

My Team

Dev
Dev Dev

UI Dev Coach
AD

and me: UI
© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Reaktor is where we are

post-its
fridge

tables
carpet chairs
snacks coffee machines
© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

The Designer

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Divine Inspiration

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The Craftsman

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A Systematic Method

Newton’s iteration

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A story of Service Design
Starring:

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A sellable service / product

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Guesswork

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Bottom-up, not top-down

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Concept

Where does it hurt?

Where’s the money?

For whom?

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Concept

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UI Design

What do they need?

How to support them?

How should it work?

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

UI Design

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

HYKS Silmäpotilas
Glaukooman mittauspäivä

Tilanne: HYKSin silmäklinikalle tulee joka päivä 5-10 glaukoomapotilasta päivämittaukseen (3 mittauspistettä: 7:30,
12, 14:30). Potilaat ovat tyypillisesti iäkkäitä.
Tapahtuman kulku:!
potilaan lääkitystä kysellään (ei välttämättä ole papereissa oikein, on voitu muuttaa merkinnättä puhelimessa tai
yksityisellä)
(varmistaa, ettei potilas ole laittanut lääkkeitä nyt ennen mittausta)
puudutustipat applanaatiota varten
nykyisin paine yleensä applanaatiotonometrillä, lähinnä lapsille icarella (siristäjät, pää ei pysy paikallaan)
tulokset merkitään heti mittauksen jälkeen millimetripaperille numeroina, mutta käyrät piirretään vasta viimeisen
mittauksen jälkeen
hälyttävät paineet johtavat heti lääkärikonsultaatioon (< 20 normaali, hälyttävä == ?)
lääkäri tulkitsee käyriä myöhemmin ja ottaa tarvittaessa potilaaseen yhteyttä

ei nähty, mutta näin kuulemma tehdään:
potilas laittaa itse silmätipat
! 1. mittaus ennen tippoja, siksi oltava jo 7:30, koska tippaohje on tyypillisesti 2xvrk, klo 8 ja 20)
! ! => nähdään, miten potilas osaa laittaa tipat
! ! => tarvitseeko opastaa laittamisessa tai tippojen pitämisessä silmässä (punctakompressio eli puristaminen
nenänpielestä)
! ! => meneekö lääke silmään

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Graphics design

How does it look like?

How does it feel?

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Graphics design

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Project (viewpoint of UI design)

Concept design Identify

UI design Solve

Graphics design Beatify

Implementation Build

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

Outputs (viewpoint of UI design)

Concept design Problem

UI design Solution

Graphical design Look & feel

Implementation The thing

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

When & what

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# of your teams

1
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The Wall

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Thx!

karri@reaktor.ﬁ
@kplaakso

© Copyright Reaktor 2012 Service Design Breakfast 17.10.2012

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