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UXTalk#5 "Service Design"
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UXTalk#5 "Service Design"

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Presented by UXMTL and Dominira Saul at UXTalk#5 in Montreal.

Presented by UXMTL and Dominira Saul at UXTalk#5 in Montreal.
Thanks to Dom and our sponsor EA Games.

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UXTalk#5 "Service Design" UXTalk#5 "Service Design" Presentation Transcript

  • UXTalk #5Service DesignDominira SaulDirector, User Experience DesignAkendi
    Commanditaire
    Sponsor
  • UXMTL
    Service Design & UX
    Dominira Saul MSc.
    Akendi
  • Bailey’s Human Performance Model
  • Customer Experience vs. User Experience
    Whether you’re a service company or a product company, the experience your customers have with your product matters
    Customers have needs and expectations around all of the touchpoints that represent your business
    The key to satisfying those needs is understanding customer behaviour and expectations
    Maslow is the basis for a customer hierarchy of needs that helps to define a remarkable product/service.
  • Touchpoints
    Branding
    Wayfinding
    Point of Sale
    Customer service / support
    Product service / support
    Distribution
    Upgrade
    All of these experiences can be planned, designed and tested
  • Service Design Approach
    Define business goals
    What do you want to achieve with your service offering?
    Conduct user research
    Who are your users
    What do they expect
    What is their context of use
    Undertake prototyping anditeration
    Create cheap quick version of your service design that you can test
    Conduct user testing
    Solicit user feedback with prototypes before committing to full production
  • Understand User Needs
  • Flying Refined
  • Bottom Line
    A great product or service does not automatically equal success
    Remove chance and guesswork from the equation
    Understand your users… meet their needs… then surpass them
  • Thank you
    Dominira Saul
    dominira@akendi.com
    Twitter: @akendi