Service design for multi channel experiences workshop
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Service design for multi channel experiences workshop

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Workshop slides:

Workshop slides:
2014 User-Centered Design Taiwan Summit @27 March 2014
(http://www.bnext.com.tw/edm/2014UCD/english/)

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Service design for multi channel experiences workshop Service design for multi channel experiences workshop Presentation Transcript

  • Service Design for Multi- Channel Experiences 電子商務服務設計 Raven Chai UX Consulting 27 March 2014 Thursday WORKSHOP!
  • What is this workshop about?
  • Raven Chai •Founded UX Consulting in 2008 •Over 15 years experience as a technologist, designer and user experience practitioner •Lead UX consultant for SingTel since 2008 •Founder of •Leadership team
  • Why Service Design and Multi-Channel Experiences
  • Agenda (Part 1) Introduction Case Study + Service Design Framework Design Brief Exercise 1 (Individual) Exercise 2 (Pair) Exercise 3 (Individual) mins 10 15 5 20 20 20 90
  • Case Study Designing Singtelshop.com Context & Objective Objective Cost savings on sales commissions, processing time, marketing expenses Service Promise End-to-end online fulfillment Results Go-to-Market faster, uniform marketing message
  • Case Study Designing Singtelshop.com Design Process Evaluate ›❯ Create Personas ›❯ Competitive Analysis ›❯ Usability Study ›❯ Design Iteration ›❯ Service Integration
  • Case Study Designing Singtelshop.com Key Results & Implications • Convert 20% of the total sales via online shop • Increase in sales revenue and customer satisfaction Ongoing  Customer  Research  Activities Strategy,  Planning  &  Restructuring
  • Case Study Designing SingTel Shop Context & Objective Objective Cost savings on sales commissions, processing time, marketing expenses Service Promise End-to-end online fulfillment Results Convert 20% of the total sales via online shop
  • Case Study Designing SingTel Shop Design Process
  • • Customer-centric product architect • Increase in sales revenue and customer retention rate Case Study Designing SingTel Shop Key Results & Implications
  • Service Design Framing Context & Objective Gather Insights Create Personas Idea Selection Service Concept & Prototyping StoryTelling & Presentation WHAT AREYOU DELIVERING? WHAT ARE THE EXPERIENCES? WHO AREYOU DESIGNING THE PRODUCT FOR? IDENTIFY THE DIFFERENTIATING IDEA(S) HOW DOES IT WORKS? Online Offline
  • Design Brief Create a Travel Service Design through eCommerce website - capture the service flow of a travel experience - focus on services that can deliver via website - the services need to generate revenue online
  • Exercise 1 Framing Context & Objective (Individual) 20
  • Exercise 2 Interview User Experience (Pair) 20
  • Exercise 3 Create Personas (Individual) 20
  • Tea Break 30
  • Agenda (Part 1) Exercise 4 (Group) Exercise 5 (Group) Exercise 6 (Group) Q & A mins 20 60 30 10 120
  • Exercise 4 Idea Selection (Group) 20
  • Exercise 5 Service Concept & Prototyping (Group) 60
  • Exercise 6 Story Telling & Presentation (Group) 30
  • Online Resources • http://www.slideshare.net/ingjerdj/service-design-workshop- designing-the-customer-experience-16486875 • http://www.servicedesigntoolkit.org/templates/ • http://www.slideshare.net/MarcStickdorn1/service-design- thinking-27439915 • http://thisisservicedesignthinking.com
  • Questions & Answers
  • RAVEN CHAI Email: raven@uxconsulting.com.sg Twitter: @ravenchai http://www.slideshare.net/uxconsulting/service-design-for-multi-channel-experiences-workshop