Presenting how we managed to gather meaning during the GSJ 48h event. Presented at the Architectures of Meaning workshop at Pervasive 2012 (Newcastle, UK) and briefly also at the World Usability Day in Slovenia.

1. Jam me a service
Designing a cross-channel experience

2. The story about

3. Service Design
:( = Customer eXperience
= salesmen pitch
:) = “The big picture” approach
= easier to explain/sell than UX

4. About the Jam then
Maribor, Slovenia
Global Service Design Jam
48 hours to design an innovative service

5. About the Jam then
15 (regular) participants + 3
Gardeners, artists, nurses, developers,
designers, students, elderly.

6. Double Diamond
- SWOT. - Business plan
+ users

7. The tools
User Journey Map, User Shadowing
Personas, Brainstorming, Design Brief
Experience Prototyping, Service Blueprints
Scenarios, Experience Maps

8. UCD & PD, UX & IxD with non-designers
Diverse audience
Active participation / motivation
Lateral, design thinking
The Challenge(s)
8/16 Halfway done

9. So, how are we?
- 2 participants the first day
“I don’t get it, sorry.“
Data. Data. Data.

10. Make sense, please
Data into information into insight
Information onto journey map = reference point
Design & show & tell & repeat

11. IA as a...
Glue & bridge. “Aaah, we are on the same page.“
Tool for synthesizing ideas
Tool for sense making
Tool for service prototyping

15. More please
Designing a true cross-channel experience
Users = wicked designers

16. Damjan Obal
@damjanobal
Univerza v Mariboru /
blok_blok
not me, but Jernej >
More, please