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Introduction to Service Design by User Studio
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Introduction to Service Design by User Studio

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"Introduction to Service Design" : we made this slideshow for a training session on service design for for Iniciativa Joven, a regional government organisation in Spain dedicating to helping young …

"Introduction to Service Design" : we made this slideshow for a training session on service design for for Iniciativa Joven, a regional government organisation in Spain dedicating to helping young entrepreneurs get their projects off the ground !

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  • 1. INTRODUCTION TO SERVICE DESIGNby User StudioPresentation prepared for Iniciativa JovenProject coordinationAnnabelle Favreau, Iniciativa JovenContact USER STUDIOMatthew MarinoConsultant, partnermarino@userstudio.fr+33 (0) 6 98 94 06 70USER STUDIO152 rue du Temple75003 ParisFrancewww.userstudio.frIntroduction to service design
  • 2. WHO IS USER STUDIO ?Introduction to service design
  • 3. Service innovation & design company in Paris, FranceIntroduction to service design
  • 4. ClientsIntroduction to service design
  • 5. PROJECT EXAMPLESIntroduction to service design
  • 6. Banking service concept VISA Europe design competition by User StudioIntroduction to service design
  • 7. Corinne, 77 ans “Too much paperwork! I don’t understand anything.” David, 25 years old “I note everything down...”Introduction to service design
  • 8. Introduction to service design
  • 9. Introduction to service design
  • 10. Introduction to service design
  • 11. Helping patients with diabetes Bolton diabetes network, UK project by RED Project, Design Council Project illustration : http://www.designcouncil.info/RED/health/#B10 Project video : http://www.designcouncil.info/mt/red/HEALTH/REDHealth01.movIntroduction to service design
  • 12. Why use service design ?• Service design’s aim is make services desirable• To help differentiate by improving existing services • easier to use • more efficient • in tune with local culture• To help innovate by creating new services • meet the needs of changing lifestyles • reach new marketsIntroduction to service design
  • 13. SERVICE DESIGN PROCESSIntroduction to service design
  • 14. Introduction to service design
  • 15. Co-design : working with peopleIntroduction to service design
  • 16. Why involve users / service providers in thecreative process ?• Involving users in the design process • helps understand their lifestyles and needs • as they are experts of their daily lives, they often have ideas on how to improve it• Involving service providers in the design process • helps understand the organisation’s culture and needs • as they are experts of their daily jobs, they often have ideas on how to improve it • helps create appropriation / ownership of the projectIntroduction to service design
  • 17. SERVICE EXPERIENCEIntroduction to service design
  • 18. Designing how customers / citizens experience the service.Introduction to service design
  • 19. TouchpointsIntroduction to service design
  • 20. Use the right channelIntroduction to service design
  • 21. KNOW YOUR USERSIntroduction to service design
  • 22. User research Understand your user’s lifestyles, needs, desires, problems... Using user insights to identify service opportunities...Introduction to service design
  • 23. Selecting the right users Which users or potential users should I meet ? How many should I meet ?Introduction to service design
  • 24. Remember... People don’t always do what they say they do! go see for yourself...Introduction to service design
  • 25. User research vs. market researchSource : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)Introduction to service design
  • 26. User research vs. market research Great forvalidationSource : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)Introduction to service design
  • 27. User research vs. market research Great for inspirationSource : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)Introduction to service design
  • 28. Extreme users Core “Rejectors” “Power users”Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)Introduction to service design
  • 29. Fieldwork How and where should I meet the users ?Introduction to service design
  • 30. Immerse yourself with the usersIntroduction to service design
  • 31. Interviewing people in pairsIntroduction to service design
  • 32. Put yourself in their shoes Living a high school student’s life for one day !Introduction to service design
  • 33. Tracking the user journeyIntroduction to service design
  • 34. Gather key insightsIntroduction to service design
  • 35. Fieldwork tools Observation tools / data collection toolsIntroduction to service design
  • 36. List of questionsIntroduction to service design
  • 37. Using images to stimulate discussionIntroduction to service design
  • 38. Getting the users to design their idealserviceIntroduction to service design
  • 39. Making sense of the data How to present the research in a meaningful way ? How may I use the insights to identify service opportunities ?Introduction to service design
  • 40. AnalyseIntroduction to service design
  • 41. Relationship mapIntroduction to service design
  • 42. Character profilesIntroduction to service design
  • 43. GENERATE IDEASIntroduction to service design
  • 44. Creative workshops Involve people the creative processIntroduction to service design
  • 45. Creative workshopIntroduction to service design
  • 46. Think visuallyIntroduction to service design
  • 47. Prioritise the ideasIntroduction to service design
  • 48. Creativity tools CardsIntroduction to service design
  • 49. Cards to stimulate ideasIntroduction to service design
  • 50. Introduction to service design
  • 51. Introduction to service design
  • 52. Note the ideasIntroduction to service design
  • 53. Creativity tools Two software application examplesIntroduction to service design
  • 54. Introduction to service design
  • 55. Representation tool for workshopsIntroduction to service design
  • 56. Introduction to service design
  • 57. Transforming ideas into solutions What could things look and feel like ? How would they work ?Introduction to service design
  • 58. Representation helps evaluate ideasIntroduction to service design
  • 59. Sketch the scenario : storytellingIntroduction to service design
  • 60. FriezeIntroduction to service design
  • 61. Scenario for a local councilIntroduction to service design
  • 62. TEST QUICLKYIntroduction to service design
  • 63. Quick prototype example Information booth in a high schoolIntroduction to service design
  • 64. Introduction to service design
  • 65. Introduction to service design
  • 66. Introduction to service design
  • 67. Introduction to service design
  • 68. Introduction to service design
  • 69. User Interface prototype examplesIntroduction to service design
  • 70. Sketch the interfaceIntroduction to service design
  • 71. Introduction to service design
  • 72. Product prototypes examplesIntroduction to service design
  • 73. “Quick & dirty” prototype Project by : Eilidh Dickson, Copenhagen Institute of Interaction DesignSource : Eilidh Dickson, Copenhagen Institute of Interaction Design (www.servicedesigntools.org)Introduction to service design
  • 74. Building a prototypeIntroduction to service design
  • 75. DELIVER THE MEANS TO DEVELOPIntroduction to service design
  • 76. Sources• live|work (UK)• RED Project, Design Council (UK)• Hillary Cottam (UK)• IDEO (USA)• La 27e Région (FR)• USER STUDIO (FR)Introduction to service design
  • 77. THANK YOU ! www.userstudio.fr marino@userstudio.frIntroduction to service design