YOOMEE-
versity
          Service
          design
YOOMEE-
versity




          Scoping,
          strategy   Build
          & design
YOOMEE-
versity




           Scoping     Service
                                 Build
          & strategy   design
Service
          •What & Why?
design    • Our Design Process
          •How can we be better?
YOOMEE-
versity




          What is
          service
          design?
What is
service
design?




          A service isn’t a thing
What is
service
design?


          “A service is an ecology of
          experiences that come from
          an interact...
What is
service
design?




          It’s about people
YOOMEE-
versity




              Why is
          service design
           important?
Why is it

             • It helps solve problems
important?



             • It makes something intangible tangible
    ...
YOOMEE-
versity




          The




          Design Process
YOOMEE-
versity


                       Feedback              Feedback




           Scoping                 Service
   ...
YOOMEE-
versity                          Personas
                                                            AOF
        ...
Service
design




          Mind maps
Mind
 maps



Generate,
visualise,
structure,
summarise
and classify
ideas
Mind
maps
Service
design




          Mental
          Models
An explanation of someone's
Mental   thought process about
models   how something works in
         the real world.
Mental
models
Mental
models
Service
design




          Personas
Characterising the key users
Personas   to to make sure that the site
           serves their needs.
Service
design




            User
          Journeys
User     The step by step journey that a
Journeys
           user takes to reach their goal.
User
Journeys




   HOW IT WORKS..



                                                                                   ...
User     They help us work out what’s important.
Journeys




                                                     GOAL!
Service
design




          Information
          Architecture
Information
Architecture
Service
design




          Wireframes
Wireframes
Wireframes
Wireframes
Wireframes
Wireframes
Wireframes
10
                                                                   9
Wireframes


                                     ...
Service
design




          Prototypes
Prototypes
Service
design




             Brand/
          Art direction
Brand/
art direction
Brand/
art direction
Brand/
art direction
Brand/
art direction




EXPLORATION
EXPERIENCE
MOMENTUM
HONESTY
Brand/
art direction
Service
design




          Feedback
Feedback
YOOMEE-
versity




          Conclusions
Conclusions

              • It’s all about the user
              • Teamwork
              • We are all designers
       ...
YOOMEE-
versity
          The
          End.
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Introduction to Service Design

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An introduction to Service Design given by Rich Wells from Yoomee on 12th October 2010 at Yoomee-versity.

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Transcript of "Introduction to Service Design"

  1. 1. YOOMEE- versity Service design
  2. 2. YOOMEE- versity Scoping, strategy Build & design
  3. 3. YOOMEE- versity Scoping Service Build & strategy design
  4. 4. Service •What & Why? design • Our Design Process •How can we be better?
  5. 5. YOOMEE- versity What is service design?
  6. 6. What is service design? A service isn’t a thing
  7. 7. What is service design? “A service is an ecology of experiences that come from an interaction with products, content, and social media” Phillips design group
  8. 8. What is service design? It’s about people
  9. 9. YOOMEE- versity Why is service design important?
  10. 10. Why is it • It helps solve problems important? • It makes something intangible tangible • It helps our clients visualise what they need • It gives a name to what we do already • We can get paid more!
  11. 11. YOOMEE- versity The Design Process
  12. 12. YOOMEE- versity Feedback Feedback Scoping Service Build & strategy design Insights Insights There is overlap
  13. 13. YOOMEE- versity Personas AOF User journeys Prototypes Mind maps Feedback Service design Brand/Art direction Mental model Information architecture Wireframes
  14. 14. Service design Mind maps
  15. 15. Mind maps Generate, visualise, structure, summarise and classify ideas
  16. 16. Mind maps
  17. 17. Service design Mental Models
  18. 18. An explanation of someone's Mental thought process about models how something works in the real world.
  19. 19. Mental models
  20. 20. Mental models
  21. 21. Service design Personas
  22. 22. Characterising the key users Personas to to make sure that the site serves their needs.
  23. 23. Service design User Journeys
  24. 24. User The step by step journey that a Journeys user takes to reach their goal.
  25. 25. User Journeys HOW IT WORKS.. beer beer beer 1.sign up 2. download 3.check the Piedar 4. fight! 5. get free stuff! Be the first to throw a pie in The Piedar shows other At the end of each month the It’s quick and easy. We We’ll text you a link so your enemy’s face to earn Piefighters in your location. “lord of the pies” is awarded just need your name, you can download the points and respect. (Let’s Choose your opponent and (with cash prizes to be won), email and phone app. See if your phone stick to digital pies my start playing. plus you earn free beer (yes number to get started. is compatible. friends) real beer) by playing the game. SIGN UP name
  26. 26. User They help us work out what’s important. Journeys GOAL!
  27. 27. Service design Information Architecture
  28. 28. Information Architecture
  29. 29. Service design Wireframes
  30. 30. Wireframes
  31. 31. Wireframes
  32. 32. Wireframes
  33. 33. Wireframes
  34. 34. Wireframes
  35. 35. Wireframes
  36. 36. 10 9 Wireframes 1 2 3 5 4 1. “What site is this?” 2.“What is tinnitus, and how does it affect people?” 3.“How can you help me?” 4.“What is BTA doing to find a cure?” 6 5.“What’s new?” 6.“How can I trust you?” A list of BTA’s partners. 7.“Are you relevant?” 8.“What’s happening right now?” 8 7 9.“Where do I find...” 10.“Help me use this site” 1. “What site is this?” Logo top left (good usability) and clear indication of BTA’s
  37. 37. Service design Prototypes
  38. 38. Prototypes
  39. 39. Service design Brand/ Art direction
  40. 40. Brand/ art direction
  41. 41. Brand/ art direction
  42. 42. Brand/ art direction
  43. 43. Brand/ art direction EXPLORATION EXPERIENCE MOMENTUM HONESTY
  44. 44. Brand/ art direction
  45. 45. Service design Feedback
  46. 46. Feedback
  47. 47. YOOMEE- versity Conclusions
  48. 48. Conclusions • It’s all about the user • Teamwork • We are all designers • Being better at showing what we do • Making time for design.
  49. 49. YOOMEE- versity The End.

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