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Sketching in Service Design

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A brief run-through of various group-based and individual techniques for using the wonders of sketching in Service Design. The second half of the presentation covers hands-on drawing techniques to …

A brief run-through of various group-based and individual techniques for using the wonders of sketching in Service Design. The second half of the presentation covers hands-on drawing techniques to tackle common objects and other things often drawn in Service Design artefacts.

Published in: Design, Business

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  • 1. Sketching in Service Design Service Design Thinks & Drinks Ben Crothers, Digital Eskimo @bencrothersSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 2. We’re not talking about this...
  • 3. ...or this...
  • 4. What we are talking aboutSketching to help others communicate to usSketching to help us communicate to othersHints and tips for Service Design sketchingSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 5. Helping others communicate to us
  • 6. Storyboards as a group activity
  • 7. Storyboards as a group activityDone individually or in small groupsGood for:Capturing existing experiences or problemsCapturing desired experiences or solutionsMy point of view or target user point of viewCan be more economical than enactment, or a steptoward loosening up for enactmentSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 8. Storyboards as a group activityHow:Use a template of 6 framesHelp them along the way with stick-on emoticonsProvide a prompt sheet to remind participants aboutactions, expectations, decisions, responses, emotionsHave each participant present their storyboardSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 9. Personas
  • 10. Personas (or nudies)Good for:Small groupsScrutiny and discussion for authentic target audiencesWatch out for:Aspirational personasSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 11. Personas (or nudies)How:Start with a nudie templateHelp them along the way with stick-on emoticons,icons, media and website preferencesProvide a prompt sheet to remind participants aboutbehaviours, drivers, preferences, scenarioHave each participant present their nudieSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 12. Customer journey maps
  • 13. Customer journey mapsGood for:Combining a target users experience with othersystems, processes and actors impacting theexperience that they may/may not seeSmall groups to co-createNot good for:Individual workDetailSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 14. Customer journey mapsHow:Ideally, start with a persona the group createdHave a clear objective in mindWind them up and let them goUse post-it notes and other detachable things as partof the sketchSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 15. Graphic facilitation
  • 16. Graphic facilitationCapturing a group discussion as a concise set ofsketched concepts, objects and interactionsGood for:Helping a group to work through and clarify a solution,capture questions and issuesWatch out for:Can be counter-productive if not confidentPotentially distractingSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 17. Helping us communicate to others
  • 18. Object and domain modelling
  • 19. Object and domain modellingCapturing an existing or proposed landscape of objectsand relationshipsGood for:Helping anyone to grasp an issue or your solutionBuilding up a library of reusable iconsWatch out for:Can get too complicated if youre not carefulSketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 20. Storyboards
  • 21. Step 1: get your story straight
  • 22. Step 2: get in touch with emotions
  • 23. Step 3: roll camera
  • 24. Step 4: refine for impact
  • 25. Step 5: end well
  • 26. Sketching concepts
  • 27. Sketching concepts
  • 28. Sketching concepts
  • 29. Hints and tips for Service Design sketching
  • 30. Sketch with confidenceSketching is a powerful means of communicationAs a designer, be as confident with sketching as youare with designing, facilitating and speakingLet your sketches be part of the sell, and watch themagic!Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 31. Go easy on yourselfStart simpleSketch for funGet good at the simple stuffCopy others (for practice)Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 32. Slow downYou cant draw quickly and accurately straight awayStart drawing slowly and focus on accuracySketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 33. People and emotionsEveryday objects in servicesArrows and balloonsDrawing in 3D...Sketching techniques
  • 34. Visual fidelity: less is more
  • 35. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 36. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 37. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 38. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 39. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 40. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 41. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  • 42. Sketching in Service Design | Service Design Thinks & Drinks, April 2012
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  • 47. Sketching in Service Design | Service Design Thinks & Drinks, April 2012