Framework and tools for UX and Service Design
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Framework and tools for UX and Service Design - Show me yours and I’ll show you mine by Kontrapunkt.

Framework and tools for UX and Service Design - Show me yours and I’ll show you mine by Kontrapunkt.

Presentation from UXcampCPH 2014

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Framework and tools for UX and Service Design Framework and tools for UX and Service Design Presentation Transcript

  • Framework and tools for UX and Service Design Show me yours and I’ll show you mine KONTRAPUNKT
  • Kontrapunkt © 2014 2/12 We are from Kontrapunkt Katja Egmose Senior Service Designer Gunvor Jøsendal UX Designer & Project Manager Kristina Kristensen Junior Digital Designer
  • Kontrapunkt © 2014 3/12 The framework / At the beginning (of a creative process) / The project dilemma / Considering the context / The phases / The project model / The toolbox Some of our tools / Blueprints / Personas / Prototype testing / Service design canvas What are we going to talk about?
  • The Framework
  • Kontrapunkt © 2014 5/12 At the beginning...
  • Kontrapunkt © 2014 6/12 The project dilemma Time Knowledge Decisions
  • Kontrapunkt © 2014 7/12 Considering the context / Stakeholders / Timing/ deliveries / Project team experience / Budget / Users / Goals / SWOT / Technology / Trends / Values / +++
  • Kontrapunkt © 2014 8/12 The Phases Phase 1 Phase 2 Phase 3 Phase 4 Phase x Discovery Strategy Project Develop Define Concept Design Roll out Execution ...Deliver Documentation Implementation
  • Kontrapunkt © 2014 9/12 Phase 1 Phase 2 Phase 3 Phase 4 The Project Model Phase x
  • Flexible framework + wide range of tools Overprepared and understructured
  • Kontrapunkt © 2014 11/12 Gameplan Personas User journeys KIS-workshopCard sorting Brainstorm exercises Wireframes Concept models Best practise scan Moodboards Context workshop Dilemma exercises Interviews Prototype testing Shadowing Blueprint mapping and analysis Idea catalogue Parking lot Desk research Design principlesStyle tiles Stakeholder maps Concept scenarios Huddles Mind maps Use cases Thinking hats Huddles Wingman I DO ART Team spiderweb Toolbox Service design canvas
  • Kontrapunkt © 2014 12/12 4 of our favourites Prototype testing Personas Blueprint mapping and analysis Service design canvas
  • Blueprint
  • Kontrapunkt © 2014 14/39 Blueprint - what and when? In the beginning of a project, in the ‘discovery’ phase. / Blueprint A method or technique that helps to improve an existing or future service. / Using existing user journeys As part of a blueprint they describe what the user experiences before, after and while experiencing the service Both methods are used to map out all the various interactions and actions that occur when a customer and company meet, making it possible to zoom in on details for specific touch points e.g. ticket purchase, as well as zoom out to get an overview of overarching areas e.g. static signage.
  • Kontrapunkt © 2014 15/39 Why a Blueprint? / Customers expect an excellent travel experience / They don’t distinguish between touch-points when experiencing the service(s). If part of the information is not delivered the right way or not at all then they do not experience their travel as excellent (world class excellence was a goal). / The blueprint helps to keep an eye on the actual actions of the passengers, and not just what they say about their travel. It also provides transparency as to the internal organisation, connected to each of the touch-points and experiences.
  • Kontrapunkt © 2014 16/39 KONTRAPUNKT© 2013 HEADER BACKSTAGE FRONTSTAGE Xxx Xxx Xxx Xxx Xxx Xxx Xxx Xxx XxxXxx Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que Quisque non pharetra erat. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tem n. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Qipsumit. Lorem ipsum dolor sit amet, con. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tempor feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. One of them sees the digital signs showing the station, and they move a little bit away from the door to a place where they can still see the digital signs. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. At Kgs. Nytorv she gets off and goes to the elevator where there is a queue of people. One with a bike and a lot of ‘ordinary’ people. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tempor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tempor. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. HEADER Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla. feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, felis dignissim quis. Sed ornare ipsum. Lorem ipsum dolor sit amet. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. HEADER HEADER HEADER Xxx Xxx Xxx Xxx Xxx Xxx Xxx Xxx XxxXxx HEADER HEADER HEADER HEADER HEADER HEADER Xxx USER JOURNEY XXX XXX XXX XXX XXX XXX XXX XXX XXX XXX zzzzzzyyyyyyxxxxxx Xxx Xxx Xxx Xxx Xxxxxxxxx Xxx Xxx Xxx Xxx Xxx Xxx Lorem Ipsum Lorem Ipsum Lorem Ipsum A Blueprint
  • Kontrapunkt © 2014 17/39 Blueprints Pros / Creates a shared overview and understanding over the clients current customer touch-points, including an indication of organisational ownership / Creates a tool for everyone on the project to ‘put ourselves in the passengers shoes’, and examine the clients service through the users experiences / Identifies current gaps and challenges of the current service set up, as well as identify areas with opportunities for change and/or potential for improvement. Cons / Takes a lot of time to uncover and discover all touch points, user interactions and organisational set-ups / There is a risk to be wrapped up in details and forgetting to see the bigger picture / It can be difficult for the client to review the blueprint because of the amount of details and because it will most likely be a new tool.
  • Kontrapunkt © 2014 18/39
  • Kontrapunkt © 2014 19/39 How to do existing user journeys / Observe or follow the users when they are experiencing the service / Be more than one person observing, we are normally two. One who focus on the user and one to focus on the surroundings / Do a follow up interview on things that are not necessarily visible e.g. tickets / Summarise the user stories to a max. of five / Draw them up for the blueprint but remember that they might not follow the existing ‘flow’ KONTRAPUNKT© 2013 HEADER BACKSTAGE FRONTSTAGE Xxx Xxx Xxx Xxx Xxx Xxx Xxx Xxx XxxXxx Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que Quisque non pharetra erat. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tem n. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Qipsumit. Lorem ipsum dolor sit amet, con. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tempor feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. One of them sees the digital signs showing the station, and they move a little bit away from the door to a place where they can still see the digital signs. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. At Kgs. Nytorv she gets off and goes to the elevator where there is a queue of people. One with a bike and a lot of ‘ordinary’ people. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tempor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tempor. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. HEADER Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla. feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, felis dignissim quis. Sed ornare ipsum. Lorem ipsum dolor sit amet. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. HEADER HEADER HEADER Xxx Xxx Xxx Xxx Xxx Xxx Xxx Xxx XxxXxx HEADER HEADER HEADER HEADER HEADER HEADER Xxx USER JOURNEY User 2 User 3 User 5 User 4 User 1 zzzzzzyyyyyyxxxxxx Xxx Xxx Xxx Xxx Xxxxxxxxx Xxx Xxx Xxx Xxx Xxx Xxx Lorem Ipsum Lorem Ipsum Lorem Ipsum
  • Kontrapunkt © 2014 20/39
  • Kontrapunkt © 2014 21/39 How to do frontstage and backstage / Observe and/or follow the personnel when they are working on the service / Categorise / group things to not get into too many details / Colour code it helps to visually show larger perspectives / Use and learn the terms the client uses / Be thorough and cover all relevant aspects HEADER BACKSTAGE FRONTSTAGE Xxx Xxx Xxx Xxx Xxx Xxx Xxx Xxx XxxXxx Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tem n. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Lorem ipsum dolor sit amet, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem- por feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tempor feugiat felis dignissim quis. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque feugiat felis. Sed ornare ipsum. One of them sees the digital signs showing the station, and they move a little bit away from the door to a place where they can still see the digital signs. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tempor. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quis- que euismod ullamcorper nulla, tempor. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque euismod ullamcorper nulla, tem. Lorem ipsum dolor sit amet, con- sectetur adipiscing elit. Quisque. HEADER HEADER HEADER HEADER Xxx Xxx Xxx Xxx Xxx Xxx Xxx Xxx XxxXxx HEADER HEADER HEADER User 3 User 5 User 4 Lorem Ipsum Lorem Ipsum Lorem Ipsum
  • Kontrapunkt © 2014 22/39 Blueprint post it’s mock up
  • Kontrapunkt © 2014 23/39 How to start a blueprint / A large wall in your office / A lot of post it’s in different colours / The researchers and designers with notes from their field work / A representative from the client / Pens and pencils in colours / Big pieces of paper / Coffee and tea etc.
  • Personas
  • Kontrapunkt © 2014 25/39 Personas - what, when and why? / A fictional character representing a user archetype Descriptions based on a combination of ‘real’ data, field studies and personal experience. / Why use personas? Good way of getting a common understanding and language in regards to the end users. A tool to help qualify and create perspective when considering solu- tions. Helps with keeping track of needs and expectations, when there are several target groups involved. / When to use a persona? The process of creating the personas serve as a constructive part of in- itial mapping and context discovery, and throughout the project they serve as a tool for both the internal design process and external com- munication.
  • Kontrapunkt © 2014 26/39 What could a persona look like?
  • Kontrapunkt © 2014 27/39 Examples
  • Kontrapunkt © 2014 28/39 Creating personas Interviews and exercises with representatives from the defined target groups. Documentation and summary of insights, tendencies and quotes. Based on the findings, the design team puts together and describe a group of personas.
  • Kontrapunkt © 2014 29/39 Using the personas Use and verbalize personas in communicating the reasoning behind your design choices. Present back to the client, hearing their feedback and insights. Create common language and under- standing about the basic user needs and common contexts. Create a format for them, making them handy reminders on a day-to-day basis. Provides a common language for the design team, e.g.. for evaluating, qual- ifying and sparring in different solu- tions.
  • Kontrapunkt © 2014 30/39 Pros / Easy to do (and you don’t need a lot of materials) / Fun / Great communication tool (both internally and with the client) / Double win: Good exercise for clarification and mapping a field AND a good you get a tool you can use throughout the process. / Helps turn (and keep) the ‘users’ actual people / Makes a good and easy-to-use tool for keeping the end-users top of mind Cons / Not ‘real’ - and should not be used as science or as a substitute to testing / Not very precise (there are a lot of assumptions involved) / It’s hard to make sure the persona does inherit too much of your own wants and needs / Can be hard for some people to understand (e.g.. in distinction to target groups, market research ) Personas pros and cons
  • Kontrapunkt © 2014 31/39 What do you need to make a persona? / Input from and about the relevant target groups (interviews, work- shops, data, surveys, studies etc.) / A lot of post it’s and pictures of different types of people / Your whole design team to provide input, and help you shape the personas / A checklist for basic info that should be covered for each persona / A framework for documenting the results, making them easy to use and share
  • Paper prototype testing
  • Kontrapunkt © 2014 33/39 Paper prototype testing - when and why? Do your prototype testing when it makes sense! / Early in the process before designing / When changes can be made easily Why? / Prototype testing can clarify design issues / It can give you and your client new information about your users / It can be used as a reference tool / It can create understanding for you and your client
  • Kontrapunkt © 2014 34/39 What we had in the room / Two types of paper prototypes / A lot of post it’s / An observer taking notes and pictures / A representative from the client / Pens and pencils in colours / Big pieces of paper / A camera and computer / Coffee and tea etc.
  • Kontrapunkt © 2014 35/39 / The context How often do you go online? What kind of websites do you like? How often do you use the internet in terms of finding travel updates? When do you check for updates in terms of traveling? How many times do you check for travel updates? / About the prototypes What do you think of it? What do you push when you want to...? What do you think will happen if you...? Is this relevant for you? / Summary Which of the prototypes do you prefer? And why? What should we do to make it even better? Is there something else we haven’t talked about? Questions when testing
  • Kontrapunkt © 2014 36/39 Generic symbols and colours
  • Kontrapunkt © 2014 37/39
  • Kontrapunkt © 2014 38/39
  • Kontrapunkt © 2014 39/39 Pros / Creates knowledge about your users / Your clients may see new perspectives in their users / Can be used as an reference tool between you and your client / Can be used as a verification for your ideas Cons / Users do not always choose the designers favourite / It takes time to make all the necessities such as questions, prototypes, find users (or get your clients to), a place to test etc. / Some clients have a hard time understanding why testing is necessary Live prototype testing pros and cons
  • Service Design Canvas
  • Kontrapunkt © 2014 41/52 Service design canvas - what and when? When a service idea or concept is described or has been through its first round of tests its is important to consider a wider context and look at the concept or service proposition from all perspectives. Different tools can be used to validate or justify the concept. We use the service design canvas as part of the introduction to the different service propositions in our idea catalogues which often describes the concepts behind the service propositions.
  • Kontrapunkt © 2014 42/52 Public tools - making them your own Business model Canvas for getting a fairly detailed perspective on a business case
  • Kontrapunkt © 2014 43/52 Kontrapunkt © 2014 1/2 Title of service proposition Input Users What are the key issues and areas for opportunities the users can benefit from improvement on ? Best practice og trends What are the best practices and trends that can inspire the service ? Organisation What are the vision and values that can be emphasized by the service Results Implementation How will the service be implemented, technology and organisational factors included ? Effect What effect will the service have on the market ? Future potential What effect will the service have long term on the business ? Proposition Describe the concept, including who it affects and involve. The business Investments What are the build and on-going investments ? Describe the obvious necessary actions and implementations. Revenue What opportunities for revenue generation are there ? Service succes What are the measurable goals for the service and what are the non measurable goals ? Service design canvas
  • Kontrapunkt © 2014 44/52
  • Kontrapunkt © 2014 45/52 / Input Helps to keep focus on the users, the trends and the vision, displaying the wider context. / Proposition Description of the concept. / Results Displays the anticipated opportunities and considerations for the service. Kontrapunkt © 2014 1/2 Title of service proposition Input Users What are the key issues and areas for opportunities the users can benefit from improvement on ? Best practice og trends What are the best practices and trends that can inspire the service ? Organisation What are the vision and values that can be emphasized by the service Results Implementation How will the service be implemented, technology and organisational factors included ? Effect What effect will the service have on the market ? Future potential What effect will the service have long term on the business ? Proposition Describe the concept, including who it affects and involve. The business Investments What are the build and on-going investments ? Describe the obvious necessary actions and implementations. Revenue What opportunities for revenue generation are there ? Service succes What are the measurable goals for the service and what are the non measurable goals ? Service design canvas
  • Kontrapunkt © 2014 46/52
  • Kontrapunkt © 2014 47/52 / The business As designers we don’t calculate the exact amount of money a service can generate through its value to the users or organisation - but in the service design canvas we relate the service to relevant business perspectives Kontrapunkt © 2014 1/2 Organisation What are the vision and values that can be emphasized by the service business ? The business Investments What are the build and on-going investments ? Describe the obvious necessary actions and implementations. Revenue What opportunities for revenue generation are there ? Service succes What are the measurable goals for the service and what are the non measurable goals ?
  • Kontrapunkt © 2014 48/52 Service design canvas Pros / Can be used to create a shared understanding for designers and clients / Takes the first step at addressing the business side of the proposed initiatives / Provides a wider context including users, trends, potential and KPI’s Cons / It is in some ways a speculative model / It is only a light weight version on what really needs to be done / For some UX designers it can be difficult to work with as it is something of a stretch from their usual activities
  • Kontrapunkt © 2014 49/52
  • Kontrapunkt © 2014 50/52 How to start working with the canvas / Download our template or create your own and print out in A3 / A lot of post it’s to collaborate on suggestions to the A3’s / Pens and pencils / Hold a workshop and involve the researchers, strategists, designers project managers that has worked on defining and sketching the service proposition / Ask for help if there is something you don’t understand. Anyone trained in sales and marketing can help you understand more about revenue models / Coffee and tea etc.
  • Questions or comments?
  • Thank You for listening Contact: Katja Egmose, Senior Service Designer, keg@kontrapunkt.com Gunvor Jøsendal, UX designer & project manager, gjo@kontrapunkt.com KONTRAPUNKT