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Iteration and co-creation connect the broad field of service design
 

Iteration and co-creation connect the broad field of service design

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Presentation at MCPC 2009

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    Iteration and co-creation connect the broad field of service design Iteration and co-creation connect the broad field of service design Presentation Transcript

    • Iteration and co-creation connect the broad field of service design Satu Miettinen
    • Service design
      • Method for developing services and service business
      • Service desiner’s role is to aquire the user knowledge with variety of tools
      • Visualize the service experience
      • Social skills, empathy for the users, creativity and visual thinking
      • Design thinking and co-ordination
    • Service thinking has ability to create service concepts
      • Tool for improving customer experience, innovating new service opportunities and ROI
      • Tool for innovating new sustainable service systems and well-being
    • Value creation and interaction
      • Public services (Thackara 2008)
      • Radical innovation (Jones and Samalionis 2008)
      • Scenario tools for communication
      • Social, technological and cultural frames of actors participating in the development (Morelli 2002)
      • Service design is the design of the whole system of use (Saffer 2007)
    • Service design process
      • > Understanding the service design challenge: the users, business environment and applicable technologies
      • > Observing, profiling, creating empathy for the users, participating with the users and being visual during the whole process
      • > Creating ideas, prototyping, evaluating and improving including the clients and the users in the process
      • > Implementing, maintaining and developing the services
      • > Operating with business realities
    • Participatory approach
      • User experience (Desmet and Hekkert 2007)
      • Bodystorming
      • Context mapping
      • Experience prototyping
    • Iterative service development process
      • Commit the stakeholders in the development process
      • A method of visualizing the service process
      • Prototype the service process
    • Process
      • Brief
      • Experience prototyping
      • Redefining the brief
      • Participating the users
      • Evaluating the process
      • Reflecting with theory
      • What new did we learn from the process?
    • References
      • Desmet, P. and Hekkert, P. (2007). Framework of Product Experience.International Journal of Design. 1 (1) 57-66. http://www.ijdesign.org
      • Jones, M. and Samalionis, F. (2008). From Small Ideas to Radical Innovation. Design Management Review. Winter 2008.
      • Morelli, N. (2002). Designing Product/Service Systems: A methodological exploration. Design Issues. Vol, XVIII. No 3. MIT Press. Campridge.
      • Saffer, D. (2007). Designing for Interaction: Creating Smart Aplications and Clever Devices. New Riders and AIGA Design Press. Berkeley. California.
      • Thackara, J. (2008). Transforming public services. In innovation by design in public service. Thomas, E. (Ed.). The SOLACE foundation Imprint. The Guardian. Design Council. http://www.solace.org.uk/documents/sfi/SFI%20-%20Innovation%20by%20design%20in%20public%20services.pdf