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Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
Service Design Workshop: Designing the Customer Experience
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Service Design Workshop: Designing the Customer Experience

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Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.

Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.

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  • Some people may see platform shoes as a necessity to get by in life, others perfer trainers
  • And as in all design disciplines empathy is key. And in service design you really need to drill down to the core of the clients emotions.
  • To do that, you need to know who your customers are. In todays workshop we have prepared 5 short and sweet customer profiles which we would like you further develop with a set of emotions.
  • This brings us to the first task of the day: The empathy map.This map helps you in creating your customers emotions
  • Here is an example of what we would like you to do next.You have all been assigned groups and a customer profile.Just to get you started; here is an exampleIf your customer is a recently retired professor in medicine, this may be how he feels
  • Now its your turn
  • Transcript

    1. Service Design –Designing the Customer ExperienceWorkshop
    2. So, what is this about?The following slides are a summary of a service designworkshop we facilitated in Helsinki in January 2013@ CGIs annual Ratkaisu-conference. Marianne Utnes Kjøsnes Ingjerd Straand Jevnaker Service Designer, Oslo Senior Service Designer, Oslo
    3. If you want to know more, get in touch! UX ux.no 3
    4. A customer experience is the sum of varioustouchpoints and actors that make up the serviceoffering. 4
    5. What is service design?Service design is all about making the service you deliveruseful, usable, efficient, effective and desirable.Its aim is to create better customer experiences that arevaluable and useful for both the customer and the business.Adapted from the UK Design Council and Service Design Berlin 5
    6. Walking in your customer’s shoesTo be able to create outstanding customerexperiences you need to be able to putyourself in their shoes and under their skin.
    7. EmpathyThe ability to understand and share thefeelings of another.Understanding and sharing your customersfeelings is essential to designing goodservice experiences.
    8. Who is the customer?
    9. EMPATHY MAPWORKSHEET
    10. EMPATHY MAPWORKSHEET
    11. Empathy MapDraw the empathy map for your customer 10 min
    12. Share
    13. A day in the life of...What happens to your customer?What services do they need - or want?
    14. A DAY IN THE LIFE OF....WORKSHEET
    15. A DAY IN THE LIFE OF....WORKSHEET
    16. A day in the life of...Draw the day of your customer 10 min
    17. Share
    18. SERVICEWORK SHEETAdapted fromService Design Berlin
    19. SERVICEWORK SHEETAdapted fromService Design Berlin
    20. Describe your servicePick one idea for a service individually and fillout the service work sheet. take away
    21. ...some snaps from the actual workshop.
    22. What has this been about?A quick snapshot of a way of working, gettinginto the shoes of the customer.Did it spark some new ideas?
    23. Inspired?Done correctly, service design is an holisticapproach to designing better customerexperiences that are valuable and useful- for both the customer and the business.
    24. But remember!In a real project, this sort of workshop shouldbe done in conjunction with real user insight(observation/interviews).There is no replacing actual field work(unless you are designing for yourself, whichis a bit of a risk really).
    25. User Experience Specialists around the worldIn CGI there are 150+ people who are passionate about delivering user-friendly digital services and service design – of which around 45 peopleare based in the Nordic Region. 25 Copyright World Map: Antoine Mallet
    26. What else do we do? 26 UX team, Oslo
    27. If you want to know more, get in touch! ux.no 27

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