Design and Emotion presentation

from stravinsky to starbucks carrie chan, bruce hanington and shelley evenson carnegie mellon university design and emotion 2008

think of the last time you had a bad service experience.

services are both intangible and tangible. © Flickr Thomås Lu ~ 5th & 6th in Milan

they rely on co-creation.

design + services?

services are like performances...

similar to a ballet... © Flickr Julian-Martin

or a choreographed event... © boston.com

or an orchestra concert. © Flickr

1: services as performance

music exists as a complete system. © Flickr

first impressions count. © Flickr

styles matter. © Flickr

2: music and service roles

the composer

= service designer?

the composer

gives shape to ideas the composer

gives shape to ideas master of elements the composer

the performer

= frontline employee

the performer

gives movement to static ideas the performer

gives movement to static ideas executes & interprets the performer

the listener

= customer

the listener

four stages of listening the listener

four stages of listening hearing the listener

four stages of listening hearing enjoying the listener

four stages of listening hearing enjoying understanding the listener

four stages of listening hearing enjoying understanding discriminating the listener

3: music and service tools

PHYSICAL bedside hub nurse’s bedside hub hallwa EVIDENCE nurse’s station station palm pilot display displays dooside display stockroom display PATIENT request leg sees that request request acknowledgement is shown ACTIONS service blueprinting exerciser on hub has been broadcast wait on bedside hub wait line of interaction ONSTAGE CONTACT PERSON line of visibility BACKSTAGE nurse sees nurse CONTACT request on storag PERSON nurse’s station display, presses request on screen line of internal interaction SUPPORT request is request is request status PROCESS displayed in all put onto the is changed on displays on the nurse’s palm all displays to ward’s ﬂoor pilot (by elec. indicate nurse’s ID tag) acknowledgem’t

how can we come up with a new service design language?

can we learn from the way music creates emotion?

what can we learn from other fields?

services will always exist as a major part of our economy.

it is up to us to create service experiences that exceed customer expectations.

imagine if every service experience you had was a great one!

thanks.

thanks. carrie chan thinkcarrie@gmail.com / thinkcarrie.com design and emotion 2008

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Design and Emotion presentation

by Carrie Chan

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