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Engine Service Design presentation to the CIID Service Design Symposium
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What is service
design? Service design is…
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What is service
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Service design is
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www.enginegroup.co.uk Sustainability
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Sustainable Usable Convenient
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3 key skills
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Five Fundamentals of
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45.
46.
#6. Back stage:
Innovate throughout the whole system
47.
#7. Design measurables:
Ensure staff measures and incentives support a delightful customer experience
48.
#8. Everyone serves:
Because everyone’s actions impact on the customer’s experience
49.
50.
Call centre Home
Work place Dealership On-line support
51.
#9. Prototype:
Over and over and over and over and over again!
52.
53.
54.
55.
56.
#10. Evidence:
Create tangible evidence of the service in action
57.
#11. Join the
dots: Make the experiences as seamless as possible for the user
58.
#12. Work with
designers: We don’t bite…
59.
5 designer lessons
60.
61.
62.
Thank you for
listening… www.enginegroup.co.uk
Editor's Notes
Thanks for being here. I’m a designer - product background Founded Engine in 1999 - though we didn’t call it service design When we started, we were shunned by the community - it is design, but not as they know it