Service Design Research. UX Poland 2013


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Service design is about designing user-friendly service. The backbone of this process is to understand the behavior of the customers, their needs and motivations. Thus, while creating customer journey or experience map, designers should base on not only on their intuition but primarily on user research findings and expert analysis. The question is how to select the appropriate set of methods that allow designers to identify problems that lower customer satisfaction.

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  • Opracowanie strategii, zdefiniowanie funkcjonalności i założeń usługiZaprojektowanie procesów interakcji klienta z usługąPoszukiwanie innowacji w usługach
  • Adaptive Path
  • Miejsca – placówka, slep, recepcja, domDokumenty – ulotki, umowy
  • Pracownicy – help desk, call center, recepcja, konsultant
  • Analiza treści internetowych
  • Analiza treści internetowych
  • Serwisy i aplikacjeDokumenty (ulotki, skrypty IVR, umowy)
  • Service Design Research. UX Poland 2013

    1. Service Design ResearchUX Poland 2013
    2. Service DesignDesigning customer experienceat the time of service
    3. Touch pointsGreat experienceacross all touchpoints
    4. ServiceExamples
    5. Visiting the museum
    6. Concierge
    7. Online loan
    8. Service DesignLucy Kimpbell
    9. Service Design ProcessDiscovery Definition Design Delivery
    10. CustomerJourney MapHow the customer perceives andexperiences the service interfacealong the time axis
    11. Maps of a customer experiencefocus on how things will beexperienced, not how theyre made.
    12. ResearchIdentifying, discoveringand understandingthe service contextand users
    13. ResearchContext
    14. Touchpoints
    15. www, mobileMailingSocial media, forumAdvertisement – display, tv, radio, outdoorPlaces – store, institute, home, officeDokuments – POS, invoiceTouchpoints
    16. ResearchUsers
    17. People
    18. Users, customersFrontstage employeesBackstage employeesPartnersStakeholdersPeople
    19. ResearchMethods
    20. InterviewsIndividual, in-depthAt lab, home, office
    21. InterviewsWith customers, employees,partners, stakeholders
    22. Field studyObserving users in the fieldat the time of service
    23. Field studyWatch people visiting the institutionWatch customers shopping at the moll
    24. Mystery shopperResearcher in customer’s shoes
    25. Mystery shopperShop online and try to take the loanTalk with consultant about the service
    26. Diary studyUsers record their experiencesrelated to a particular subjectover a period of time
    27. Diary studyMoments when looking for helpExperience when visiting museums
    28. Usability testingObserve how customers are useinginteractive products
    29. Usabilitymobile appTest the website and testingConduct eyetracking of landing page
    30. QuestionnaireOnline or offlineFor users, employees or partners
    31. QuestionnaireAsk call center employees about calls
    32. Desk researchAnalysis of customers’ opinions
    33. Desk researchRead forums and Facebook fanpage
    34. Report analysisHelp desk, call center, FAQs
    35. Expert reviewExpert analysis of touch points– websites, documents, places
    36. live|work
    37. Thx!
    38. www.servicedesigntools.orgicons by www.picol.orgStormtroopers 365 on Flickr by StefanLego experience mapRail Europe experience mapThird example of experience map