UXTalk#5 "Service Design"

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

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UXTalk#5 "Service Design"

by Kate Caldwell on Jul 13, 2010

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UXTalk#5 "Service Design" — Presentation Transcript