Dan Harris @ UX people 2013

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Dan Harris @ UX people 2013

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Dan Harris presented on Service design at UX people

Dan Harris presented on Service design at UX people

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  • 1. Service Design Daniel Harris Service Design Director @Fjord @Harrisdaniel
  • 2. Design © FJORD 2013 Confidential Page 2
  • 3. “Design is on the cusp of a massive change as people slowly become more attuned to its potential for positive change” Alice Raswthorn, Design Week © FJORD 2013 Confidential Page 3
  • 4. “It’s not about making a fancy lamp, but finding new ways to connect with people’s lives’.” Stephen Burks, Design Week © FJORD 2013 Confidential Page 4
  • 5. Design © FJORD 2013 Confidential Page 5
  • 6. IMPROVING HOW HUMANS ENGAGE WITH THE WORLD THAT’S GOOD SERVICE DESIGN © FJORD 2013 Confidential Page 6
  • 7. Technology is Society [problem that Three bill fixed] Services are run by technology, it surround us, we “dance to invisible algorithms” every day Humans are the constructs of that society + why the deal with Accenture is good? – theyrun half the worlds infrastructure We do service design + UI design © FJORD 2013 Confidential Page 7
  • 8. © FJORD 2013 Confidential Page 8
  • 9. © FJORD 2013 Confidential Page 9
  • 10. © FJORD 2013 Confidential Page 10
  • 11. UNDERSTANDING INDIVIDUALS’ COMPLEXITIES, IRRATIONALITIES & CARES THAT’S GOOD SERVICE DESIGN © FJORD 2013 Confidential Page 11
  • 12. Service Innovation © FJORD 2013 Confidential Page 12
  • 13. canvases [Business model canvas] – great for getting fairly detailed from a business perspective [Trends canvas from trendwatching] – great for understanding the market and it’s evolution [Lean canvas] – great for seedcamps and hackathons Our Service Design canvas – great for designing service propsotions © FJORD 2013 Confidential Page 13
  • 14. © FJORD 2013 Confidential Page 14
  • 15. © FJORD 2013 Confidential Page 15
  • 16. Service design canvas © FJORD 2013 Confidential Page 16
  • 17. © FJORD 2013 Confidential Page 17
  • 18. CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS THAT’S GOOD SERVICE DESIGN © FJORD 2013 Confidential Page 18
  • 19. “Re-imagination of nearly everything powered by New Devices + Connectivity + UI + Beauty” Mary Meeker of KPCB © FJORD 2013 Confidential Page 19
  • 20. Workshops © FJORD 2013 Confidential Page 20
  • 21. Service Design Cards © FJORD 2013 Confidential Page 21
  • 22. Getting emotional [Emotion of Money – what it means to what people care about] Emotional drivers are the hardest to discover, but the most valuable © FJORD 2013 Confidential Page 22
  • 23. [HAPPY, HUMAN, SOULFUL FOOD] Moving food from the functional to the emotional (Jamie Oliver) © FJORD 2013 Confidential Page 23
  • 24. [HAPPY, HUMAN, SOULFUL © FJORD 2013 Confidential Page 24
  • 25. [Someone using this in a kitchen / louinge] © FJORD 2013 Confidential Page 25
  • 26. CONNECTING THE EMOTIONAL TO THE MATERIAL THAT’S GOOD SERVICE DESIGN © FJORD 2013 Confidential Page 26
  • 27. © FJORD 2013 Confidential Page 27
  • 28. PSYCHOLOGIST © FJORD 2013 Confidential Page 28
  • 29. [Artist] ARTIST © FJORD 2013 Confidential Page 29
  • 30. [Architect] ARCHITECT © FJORD 2013 Confidential Page 30
  • 31. MANAGEMENT CONSULTANT © FJORD 2013 Confidential Page 31
  • 32. ENTREPRENEUR © FJORD 2013 Confidential Page 32
  • 33. LOVE THE PROBLEM & OWN THE DESIGN THAT’S GOOD SERVICE DESIGN © FJORD 2013 Confidential Page 33
  • 34. Design © FJORD 2013 Confidential Page 34
  • 35. YOU KNOW YOU ARE PRACTICING SERVICE DESIGN IF YOU ARE 1.  IMPROVING HOW HUMANS ENGAGE WITH THE WORLD 2.  UNDERSTANDING COMPLEXITIES, IRRATIONALITIES & CARES 3.  CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS 4.  CONNECTING THE EMOTIONAL TO THE MATERIAL 5.  LOVING THE PROBLEM & OWNING THE DESIGN © FJORD 2013 Confidential Page 35
  • 36. Service Design. A mission, practice, & craft Daniel Harris Service Design Director, Fjord London THANK YOU J