It’s design, but not as they know it!

It’s design, but not as they know it! Oliver King Co-founder Engine | service design

The next 40 mins…
Engine’s view on service design?
Why is it valuable to design services?
What are service design projects like?
What can you take back to work?

What is service design?

What is service design? Service design is…

What is service design? … the design of services!

What is service design? Service is the act of helping somebody to do something.

What is service design? Design is the process of making something better for somebody.

Why is service design relevant today?

Service design is new to designers, it’s not new to service providers!

www.enginegroup.co.uk Sustainability

www.enginegroup.co.uk Usership Assistance Innovation

Usership: we need to dematerialize the world!

Assistance: we need to help people cope…

Innovation: we need to help people view things at a systems level

The meaning of ‘better’

Convenient Usable Desirable Consistent Efficient Effective Sustainable

Sustainable Usable Convenient Consistent Efficient Effective Desirable SUCCEED }

Scope of projects

Translation space

3 key skills

Scope of deliverables

Five Fundamentals of service

Five Fundamentals Systems, Value, Journeys, People, Propositions

Identify. Build. Measure Service innovation made simple

12 tips…

What’s better than being rescued?

#2. Have principles Innovate within a robust creative framework

#1. Be use-centric. Always view the situation from your customer’s perspective

#3. Co-design: Bring stakeholders into the heart of the process

#4. Map journeys: Services happen over time, so explore them that way

#5. Visualise: Bring ideas to life to engage and solicit input from those around you

#6. Back stage: Innovate throughout the whole system

#7. Design measurables: Ensure staff measures and incentives support a delightful customer experience

#8. Everyone serves: Because everyone’s actions impact on the customer’s experience

Call centre Home Work place Dealership On-line support

#9. Prototype: Over and over and over and over and over again!

#10. Evidence: Create tangible evidence of the service in action

#11. Join the dots: Make the experiences as seamless as possible for the user

#12. Work with designers: We don’t bite…

5 designer lessons

Lose the ‘I’ in design: co-create and facilitate
Do your own empathic research
Systems before symptoms
Visualize - it’s your USP
Prototype, prototype, prototype

Thank you for listening… www.enginegroup.co.uk

http://ciid.dk	237
http://www.scenariolab.com.tw	110
http://www.enginegroup.co.uk	94
http://www.customer-experience-labs.com	60
http://www.180360720.no	28
http://www.cxacademy.org	25
http://idbi.us	22
http://rmit.libguides.com	18
http://situated.paulawellings.com	8
http://www.slideshare.net	8
http://enginegroup.co.uk	4
http://daniseuba.wordpress.com	3
http://humanistic-creative-trends.blogspot.com	2
http://feeds.feedburner.com	2
http://203.208.37.104	1
http://surf.googlemashups.com	1
http://engine.pmhclients.com	1
http://webcache.googleusercontent.com	1

It’s design, but not as they know it!

by engineservicedesign on Mar 18, 2008

Accessibility

Categories

Tags

Upload Details

Usage Rights

18 Embeds 625

Statistics

It’s design, but not as they know it! — Presentation Transcript