UXTalk#5 "Service Design"

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

Published in: Design, Business, Technology
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UXTalk#5 "Service Design"

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

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