Adventures in Service Design
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Adventures in Service Design

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This is an exploration of Service Design for the Boston Service Jam 2014. It covers proto personas, empathy maps and journey maps.

This is an exploration of Service Design for the Boston Service Jam 2014. It covers proto personas, empathy maps and journey maps.

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Adventures in Service Design Adventures in Service Design Presentation Transcript

  • BOSTON SERVICE JAM 2014 ADVENTURES IN SERVICE DESIGN STEVEN FISHER @stevenfisher
  • So, Who the Heck is This Guy? STEVE FISHER IS MY NAME. A N D I B E L I E V E S E R V I C E D E S I G N C A N S AV E T H E W O R L D . • • • • • • • • • • 3 Time Entrepreneur (2 Sold) Head of Experience for SeaChange Co-Founder, Revolution Factory Advisor (Protoshare. H2i, Startup Institute) 20 Yrs Product Designer 8 of them with agencies (Digitas, Sapient) and consulting firms Film Producer Yoga Teacher Slow Runner Connect with me: Fast Eater /TheStevenFisher /StevenFisher /StevenFisher /StevenFisher
  • Today we are going to talk about Service Design and the Adventures You Can Take LET’S GET ROLLING…
  • THE METHOD
  • THE METHOD TO EFFECTIVELY DESIGN FOR SOMEONE, YOU HAVE TO KNOW WHO YOU ARE DESIGNING FOR
  • THE METHOD TO EFFECTIVELY DESIGN FOR SOMEONE, YOU HAVE TO SEE THINGS FROM THEIR POINT OF VIEW.
  • THE METHOD You can start with Personas…
  • THE METHOD But Traditional Ones Take Time… ..Lots of Time.
  • THE METHOD So You Can Use Proto-Personas… ..Quick and Effective. Source: https://uxmag.com/ articles/using-proto-personasfor-executive-alignment
  • THE METHOD So You Can Use Proto-Personas… A SKETCH OF THE INDIVIDUAL, A NAME, AND SOME BASIC DEMOGRAPHICS B E H AV I O R S A N D BELIEFS OF THE PERSONA DEMOGRAPHICS NEEDS AND GOALS ..Quick and Effective.
  • THE METHOD Then You Need an Empathy Map…
  • THE METHOD Empathy Maps Chart the Soul of … ..the Issue to Define the Problem and the Context in which you need to solve it.
  • THE METHOD And Finally a Journey Map…
  • THE METHOD Journey Maps Chart the Course… ..Because this about the Journey and not just the Destination.
  • THE FRAMEWORK
  • THE FRAMEWORK
  • THE EXAMPLES
  • THE EXAMPLES Source: Megan Groki, Mad Pow
  • THE EXAMPLES Source: http://www.thosepeskyusers.com/wp-content/uploads/2010/12/customer-experience-map.jpg
  • THE EXAMPLES Source: http://bridgeable.com/work/therachoice/
  • THE EXAMPLES Source: http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
  • THE EXERCISE
  • THE EXERCISE
  • THE EXERCISE
  • THE EXERCISE
  • THE EXERCISE How would you redesign this experience?
  • THE EXERCISE
  • THE EXERCISE • Let’s make a quick persona • Let’s draft an empathy map • Let’s flow out a journey
  • THE EXERCISE
  • THE EXERCISE The Case: http://www.freshtilledsoil.com/transit-transformation-mbta-website-redesign-challenge/ The Live Demo: http://willdickey.me/mbta/#
  • G R E AT R E S O U R C E S • http://designingcx.com/cx-journey-mapping-toolkit/https://uxmag.com/articles/using-proto- personas-for-executive-alignment • http://www.slideshare.net/sstarmer/how-to-design-for-the-future-cross-channel-experience- design-13899852 • http://www.slideshare.net/joyce_hostyn/writing-great-experiences-customer-experience- journey-maps • http://www.pinterest.com/LupingYeh/customer-journey-map/ • http://www.pinterest.com/uxjam/journeys/ • http://www.servicedesigntools.org/tools/8 • http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/ • https://speakerdeck.com/megangrocki/customer-journey-mapping-illustrating-the-big-picture
  • A N D D O N ’ T F O R G E T… … E N J O Y T H E J O U R N E Y.