e-se rvice
pro totyping


ac ourse prepared
               r
by yves pigneu



                                   spired
 ...
e-business
se rvice design
scenario &    storytelling
 ta sk analysis
 ! prototyping
   ervice qualit  y & usability
 s
  ...
the desig   ner’s
toolk it ...
pro totyping ...
prototype
           ^
exp erie nce
What is a prototype ?




What is its r
             ole ?




                         illustrations.fr
Frank Gehry
ma nagi ng as
 d esig ning
SERVICE
service concept                   reminder

 consult document




                                  customer role:
       ...
scenario                            reminder

 consult document                 scenario 1

                              ...
task model                        reminder

 consult document




Provide an easy way to borrow a
document from the library
use case                          reminder
                                  goal:
 consult document                 Check...
PROTOTYPE
PROTOTYPE
                 ^according
                  & Carrol
                           l
                            ...
^
Exploring user requirements

                     osson & Carroll
     ac cording to R



 A prototype may be built to e...
Usability testing

                      ^according
                       & Carrol
                                l
    ...
By the term “experience
“
    prototype” we mean to emphasize
    the experiential aspect of whatever
    representations ...
^
Prototyping techniques

                                dge
                   Bi ll Moggri
     acco rding to




 scre...
Balancing the cost and effort of producing the
prototype, and the fidelity and generality of the
              resulting ar...
Enumerate s
                              ome forms o
                                         f   prototyping
           ...
life prototype




           http://www.laszlosystems.com/lps/sample-apps/dashboard/dashboard.lzo?lzt=html
paper prototype




                                                                   p
                                 ...
paper prototype




                                                                       we will do it
                 ...
^
paper prototype
                            oll
              Ro sson & Carr
a ccording to




   paper and pencil mocku...
Nielsen Norman Group
storyboard




                                 v0.9
                   Story Board
             GLOSS
to be continued ...
facade prototype            p owerpoint ..
                                           .




                   http://dub....
sketch




         http://dub.washington.edu/denim
PROTOTYPE
Norm an’s gulf
Last month’s budget... ?



                  excel ...
perception
  interpretation




  making
   sense




                       according to
gulf of evaluation     Norman
action plan
   system goal




                      execution

     task
     goal




                      according to...
inf orma  tion
    d esign
^
Information design

                               ll
                os son & Carro
ac cording to R




   representing...
case
analyst            document
number                 ref

  name                title

  level               code

    ...
interactive objects
                            e
               editor palett




               GUI design palette
interactive objects
               magnets
in tera ction
    d esign
Interaction design

                os
                          ^
                   son & Carro
                        ...
case
analyst                                   document
                               check                              ...
p roto type
e xecu  tion
scenario-based
case
analyst            document
number                 ref

  name                title

  level               code

    ...
case
analyst                document
number a123                ref

  name                    title

  level             ...
case
analyst                document
number a123                ref

  name Cécile             title

  level 5           ...
case
analyst                document
number a123                ref

  name Cécile             title

  level 5           ...
case
analyst                document
number a123                ref    d987

  name Cécile             title

  level 5   ...
case
analyst                document
number a123                ref    d987

  name Cécile             title   Systèmes .....
case
analyst                document
number a123                ref    d987

  name Cécile             title   Systèmes .....
case
analyst                document
number a123                ref    d987

  name Cécile             title   Systèmes .....
case
analyst                document
number a123                ref    d987

  name Cécile             title   Systèmes .....
case
analyst                document
number a123                    ref    d987

  name Cécile                 title   Sys...
case
analyst                document
number a123                    ref    d987

  name Cécile                 title   Sys...
case
analyst                document
number a123                ref    d987

  name Cécile             title   Systèmes .....
case
analyst                document
number a123                ref    d987

  name Cécile             title   Systèmes .....
case
analyst                 document
number a123                 ref    d987

  name Cécile              title   Systèmes...
case
analyst                 document
number a123                 ref    d987

  name Cécile              title   Systèmes...
case
analyst               document
number                    ref

  name                   title

  level                ...
case
analyst            document
number                 ref

  name                title

  level               code

    ...
case
analyst                document
number a456                ref

  name                    title

  level             ...
case
analyst                document
number a456                ref

  name Benoît             title

  level 1           ...
case
analyst                document
number a456                ref

  name Benoît             title

  level 1           ...
case
analyst                document
number a456                ref    d987

  name Benoît             title

  level 1   ...
case
analyst                document
number a456                ref    d987

  name Benoît             title   Systèmes .....
case
analyst                document
number a456                ref    d987

  name Benoît             title   Systèmes .....
case
analyst                document
number a456                ref    d987

  name Benoît             title   Systèmes .....
case
analyst                document
number a456                ref    d987

  name Benoît             title   Systèmes .....
case
analyst                            document
number a456                            ref    d987

  name Benoît        ...
case
analyst                            document
number a456                            ref    d987

  name Benoît        ...
case
analyst             document
number                  ref

  name                 title

  level                code

...
ge t users involved
to be continued ...
Usability evaluation

ac cording to R
                osson & Carro
                             ^ll




  Analysis or emp...
how to check
                                   the usability
                   service at a v                of an onlin...
Nielsen Norman Group
design loop
design


evaluate
case
analyst                document
number a123                ref

  name Cécile             title

  level 5           ...
v ariant (1)                 case
analyst                 document
number a123                 ref

  name Cécile         ...
v ariant (1)                 case
analyst                 document
number a123                 ref

  name Cécile         ...
v ariant (1)                 case
analyst                 document
number a123                 ref

  name Cécile         ...
v ariant (1)                 case
analyst                 document
number a123                 ref

  name Cécile         ...
v ariant (1)                case
analyst                 document
number a123                 ref    d987

  name Cécile  ...
v ariant (1)                case
analyst                 document
number a123                 ref    d987

  name Cécile  ...
v ariant (2)        case
analyst         document
number a123         ref    d987

  name Cécile      title   Systèmes ......
v ariant (2)        case
analyst         document
number a123         ref    d987

  name Cécile      title   Systèmes ......
v ariant (2)                  case
analyst               document
number a123                   ref    d987

  name Cécile...
v ariant (2)                  case
analyst               document
number a123                   ref    d987

  name Cécile...
v ariant (3)                case
analyst                 document
number a123                 ref    d987

  name Cécile  ...
v ariant (3)                case
analyst                 document
number a123                 ref    d987

  name Cécile  ...
v ariant (3)                                                                                                              ...
v ariant (3)                                                                                                              ...
case
analyst               document
number                    ref

  name                   title

  level                ...
service
        prototyping

review quot; presentation
        quot; conversation
        quot; animation
e Service Prototype
e Service Prototype
e Service Prototype
e Service Prototype
e Service Prototype
e Service Prototype
e Service Prototype
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e Service Prototype

  1. 1. e-se rvice pro totyping ac ourse prepared r by yves pigneu spired presentation in lds by Garr Reyno
  2. 2. e-business se rvice design scenario & storytelling ta sk analysis ! prototyping ervice qualit y & usability s busi ness process ation bluepr int & visualiz service pr oductivity servic e compliance bu siness model value cha in & network l innovation service & b usiness mode
  3. 3. the desig ner’s toolk it ...
  4. 4. pro totyping ...
  5. 5. prototype ^ exp erie nce
  6. 6. What is a prototype ? What is its r ole ? illustrations.fr
  7. 7. Frank Gehry
  8. 8. ma nagi ng as d esig ning
  9. 9. SERVICE
  10. 10. service concept reminder consult document customer role: order taking performance: imitative Provide an easy way to borrow a cost: document from the library reduce effort for the librarian
  11. 11. scenario reminder consult document scenario 1 Cécile comes at Céline’s desk and ask her to consult a confidential document Céline notices that Cécile is employed by CRI and is accredited, that the document corresponds to an archive reference, and that is available. Céline records the consultation. On base of the document’s location supplied by the system, Provide an easy way to borrow a she pick up the document and give document from the library it to Cécile .
  12. 12. task model reminder consult document Provide an easy way to borrow a document from the library
  13. 13. use case reminder goal: consult document Check and authorize the consultation of a document ... conditions: pre: the information officer is ... post: the consultation ... primary actor: librarian main success 1. Check if the analyst can borrow ... 1.1 check if the analyst and the ... 1.1.1 check if the analyst ... 1.1.2 check if the document 1.2 ... Provide an easy way to borrow a extension document from the library 1.1.1a if the analyst does not exist ... 1. direct the analyst to ... 2. stop the task ...
  14. 14. PROTOTYPE
  15. 15. PROTOTYPE ^according & Carrol l to Ross on “ implementation of a system Concrete but partial design to explore usability issues and get early feedback on emerging design. ”
  16. 16. ^ Exploring user requirements osson & Carroll ac cording to R A prototype may be built to explore ideas about new technologies, analyze current tasks, or share visions of what the future may hold. Questions, reactions, and ideas for change are recorded and used to better understand problems and opportunities.
  17. 17. Usability testing ^according & Carrol l to Ross on Users are asked to interact with system prototypes, and their behaviour and subjective reactions are studied.
  18. 18. By the term “experience “ prototype” we mean to emphasize the experiential aspect of whatever representations are needed to successfully (re)live or convey an experience with a product, space or system. ” Bill Moggridge Designing interaction
  19. 19. ^ Prototyping techniques dge Bi ll Moggri acco rding to screen-based experiences interactive products services
  20. 20. Balancing the cost and effort of producing the prototype, and the fidelity and generality of the resulting artefact
  21. 21. Enumerate s ome forms o f prototyping ... rf.snoitartsulli
  22. 22. life prototype http://www.laszlosystems.com/lps/sample-apps/dashboard/dashboard.lzo?lzt=html
  23. 23. paper prototype p ping.as 03/e_prototy es/may /_archiv tpcm ag.com .pocke http ://www
  24. 24. paper prototype we will do it 03/e_prototy ping.as p ... es/may /_archiv tpcm ag.com .pocke http ://www illus
  25. 25. ^ paper prototype oll Ro sson & Carr a ccording to paper and pencil mockup of user interface rough sketches of the main interfaces and dialogs textual description of interface functions and relationships between screens
  26. 26. Nielsen Norman Group
  27. 27. storyboard v0.9 Story Board GLOSS
  28. 28. to be continued ...
  29. 29. facade prototype p owerpoint .. . http://dub.washington.edu/denim
  30. 30. sketch http://dub.washington.edu/denim
  31. 31. PROTOTYPE
  32. 32. Norm an’s gulf
  33. 33. Last month’s budget... ? excel ...
  34. 34. perception interpretation making sense according to gulf of evaluation Norman
  35. 35. action plan system goal execution task goal according to gulf of execution Norman
  36. 36. inf orma tion d esign
  37. 37. ^ Information design ll os son & Carro ac cording to R representing and arranging the objects and actions possible in a system in a way that facilitates perception and understanding
  38. 38. case analyst document number ref name title level code location check record help
  39. 39. interactive objects e editor palett GUI design palette
  40. 40. interactive objects magnets
  41. 41. in tera ction d esign
  42. 42. Interaction design os ^ son & Carro ll ac cording to R specify the mechanisms for accessing and manipulating task information make sure that people can do the right things at the right time
  43. 43. case analyst document check check number analyst ref document name title level code location give check document accreditation check availability record consultation check record help
  44. 44. p roto type e xecu tion
  45. 45. scenario-based
  46. 46. case analyst document number ref name title level code location check record help
  47. 47. case analyst document number a123 ref name title level code location check record help
  48. 48. case analyst document number a123 ref name Cécile title level 5 code location check record help
  49. 49. case analyst document number a123 ref name Cécile title level 5 code location check record help
  50. 50. case analyst document number a123 ref d987 name Cécile title level 5 code location check record help
  51. 51. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  52. 52. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  53. 53. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  54. 54. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  55. 55. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed ok check record help
  56. 56. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed ok check record help
  57. 57. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  58. 58. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  59. 59. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 give document location sh_1-9 ok check record help
  60. 60. case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 give document location sh_1-9 ok check record help
  61. 61. case analyst document number ref name title level code thank you location ok check record help
  62. 62. case analyst document number ref name title level code location check record help
  63. 63. case analyst document number a456 ref name title level code location check record help
  64. 64. case analyst document number a456 ref name Benoît title level 1 code location check record help
  65. 65. case analyst document number a456 ref name Benoît title level 1 code location check record help
  66. 66. case analyst document number a456 ref d987 name Benoît title level 1 code location check record help
  67. 67. case analyst document number a456 ref d987 name Benoît title Systèmes ... level 1 code 2 location sh_1-9 check record help
  68. 68. case analyst document number a456 ref d987 name Benoît title Systèmes ... level 1 code 2 location sh_1-9 check record help
  69. 69. case analyst document number a456 ref d987 name Benoît title Systèmes ... level 1 code 2 location sh_1-9 check record help
  70. 70. case analyst document number a456 ref d987 name Benoît title Systèmes ... level 1 code 2 location sh_1-9 check record help
  71. 71. case analyst document number a456 ref d987 name Benoît title Systèmes ... level 1 code 2 not allowed location sh_1-9 The analyst is not accredited ok check record help
  72. 72. case analyst document number a456 ref d987 name Benoît title Systèmes ... level 1 code 2 not allowed location sh_1-9 The analyst is not accredited ok check record help
  73. 73. case analyst document number ref name title level code sorry location ok check record help
  74. 74. ge t users involved
  75. 75. to be continued ...
  76. 76. Usability evaluation ac cording to R osson & Carro ^ll Analysis or empirical study of the usability of a prototype or a system for providing feedback and supporting an iterative development process Helps designer recognize that there is a problem, understand the problem and its underlying causes, and plan changes to correct the problem
  77. 77. how to check the usability service at a v of an online ery early sta ge ? rf.snoitartsulli
  78. 78. Nielsen Norman Group
  79. 79. design loop
  80. 80. design evaluate
  81. 81. case analyst document number a123 ref name Cécile title level 5 code location check record help
  82. 82. v ariant (1) case analyst document number a123 ref name Cécile title level 5 code location check record help
  83. 83. v ariant (1) case analyst document number a123 ref name Cécile title s* level 5 code location check record help
  84. 84. v ariant (1) case analyst document number a123 ref name Cécile title s* level 5 code location check record help
  85. 85. v ariant (1) case analyst document number a123 ref name Cécile title s* level 5 code location check record help
  86. 86. v ariant (1) case analyst document number a123 ref d987 name Cécile title s* level 5 code 2 location sh_1-9 check record help
  87. 87. v ariant (1) case analyst document number a123 ref d987 name Cécile title s* level 5 code 2 location sh_1-9 check record help
  88. 88. v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check help
  89. 89. v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check help
  90. 90. v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed check confirm help
  91. 91. v ariant (2) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 allowed check confirm help
  92. 92. v ariant (3) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  93. 93. v ariant (3) case analyst document number a123 ref d987 name Cécile title Systèmes ... level 5 code 2 location sh_1-9 check record help
  94. 94. v ariant (3) case analyst RSV RS RO JT Espace périodiques document Administration ATF ATF JT Bureaux des bibliothécaires Jurisprudence 34.0.08 number a123 ref d987 Fiches juridiques Périodiques ZAG 34.0.04 Feuille fédérale 1er étage Lois 34.0.07 DROIT Périodiques B 34.2.8 Monographies 34.0.01 Ascenseur Salle de discussion name Cécile title Systèmes ... Monographies Prêt Information 34.2.9 34.3.100 Quotidiens, Dictionnaires, encyclopédies Hebdomadaires Espace documentaire Bornes Situnil level 5 code 2 Borne Photocopieurs de prêt Monographies Monographies Mélanges 34.0.05 Entrée Accès location sh_1-9 Fleuret DPB SCIENCES ECONOMIQUES DPA B Statistiques Périodiques BFSH 1 ok Hall d'entrée check record help
  95. 95. v ariant (3) case analyst RSV RS RO JT Espace périodiques document Administration ATF ATF JT Bureaux des bibliothécaires Jurisprudence 34.0.08 number a123 ref d987 Fiches juridiques Périodiques ZAG 34.0.04 Feuille fédérale 1er étage Lois 34.0.07 DROIT Périodiques B 34.2.8 Monographies 34.0.01 Ascenseur Salle de discussion name Cécile title Systèmes ... Monographies Prêt Information 34.2.9 34.3.100 Quotidiens, Dictionnaires, encyclopédies Hebdomadaires Espace documentaire Bornes Situnil level 5 code 2 Borne Photocopieurs de prêt Monographies Monographies Mélanges 34.0.05 Entrée Accès location sh_1-9 Fleuret DPB SCIENCES ECONOMIQUES DPA B Statistiques Périodiques BFSH 1 ok Hall d'entrée check record help
  96. 96. case analyst document number ref name title level code thank you location ok check record help
  97. 97. service prototyping review quot; presentation quot; conversation quot; animation

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