Would you like service design with that? Presented by Suze Ingram at Web Directions South

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    Would you like service design with that? Presented by Suze Ingram at Web Directions South - Presentation Transcript

    1. Would you like service design with that?
    2. We’ve all had bad service experiences
    3. Service design makes better services
    4. I’m going to talk about… What is service design? Why care Similarities Methodology Skills needed Pitching
    5. What is service design? Useful Effective Usable Efficient Desirable Distinctive customer Service provider
    6. Some service design examples… Banking + insurance bundle
    7. Service design is all about… The customer’s point of view
    8. Service design is all about… Newspaper Visit Phone Visit Receive Delivery ad website store store phone call Interactions Jenny
    9. Service design is all about… Positive experiences
    10. Service design is all about… Understanding customers
    11. Why the world wants service design Demanding Economy is Delivers customers changing innovation Companies already use It’s service growing design
    12. Why the world wants service design …only 80% of companies 8% think they offer a of their superior customers service… agree http://www.bain.com/bainweb/PDFs/cms/Public/BB_Closing_delivery_gap.pdf
    13. Similarities between designing for online interaction and designing for services User-centred
    14. Similarities between designing for online interaction and designing for services Intangible
    15. Similarities between designing for online interaction and designing for services Methods and techniques
    16. Service design methodology Discovery Design Test Implement
    17. Service design methodology Discovery Design Test Implement
    18. Service design methodology Discovery Design Test Implement
    19. Service design methodology Discovery Design Test Implement
    20. Service design methodology Discovery Design Test Implement
    21. Has your team got the skills? Experience People in design trained to research observe People who design for people
    22. Pitching service design • Large service providers looking to differentiate • Energetic and agile management teams • Reactively developed services • New focus on customer experience
    23. Public service design
    24. Quick recap… What is service design? Why care Similarities Methodology Skills needed Pitching
    25. What next? Service Design Network Service design drinks Service Design Camp 2010 Service Design Hub
    26. Keep in touch suze.ingram@gmail.com @suzeingram www.servicedesignhub.com.au
    27. Image and photograph attributions “Keep the change”- IDEO http://www.ideo.com/work/featured/bofa “Banking + Insurance bundle” – live|work http://www.livework.co.uk/our-work/gjensidige-start-package “Virgin Atlantic check-in” - http://www.v-flyer.com/pages.asp?pageid=264 “Talk to front line staff” http://www.flickr.com/photos/markhillary/3309490947/ “Shadowing customers” http://www.flickr.com/photos/dlytle/3106056074/ “Customer journey map” “THE TRAINRIDE” by 31Volts http://www.servicedesigntools.org/tools/8 “Co-design sketching” – UK Design Council http://www.servicedesigntools.org/tools/34 “Co-design brainstorming” – Engine Service Design http://www.enginegroup.co.uk/projects/pcs_page/engaging_fathers “Design storyboard” – Thinkpublic http://thinkpublic.com/news/ “Miniature prototyping” – Stby for T-Mobile http://www.servicedesigntools.org/tools/21 “Life-size prototypes” – IDEO for 1ST SOURCE BANK http://www.servicedesigntools.org/tools/18 “Hotel room prototype” - IDEO for Marriott http://www.ideo.com/work/featured/marriott “Service blueprint” – Live|work for Gjensidige Insurance http://www.livework.co.uk/our-work/gjensidige- start-package “Service blueprint for a clinic” - http://www.servicedesigntools.org/tools/35

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