IxDA Poznan #3 Marcin Chłodnicki: Service design workshop

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IxDA Poznan

Technology Economy & Finance

Service Design Workshop
Interface. Interaction. Experience.
Wzorcownia usług
- zakład doświadczalny

dr Marcin Chłodnicki

Poznan University of Economics

IxDA Second Meeting

What is Service Design?

Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+ SD+
Interface design Interaction design
na Service
Design

SD+ SD+
Customer Sensualisation
Experience

Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+
na service Interface design
design

Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+
na service Interaction design
design

Poznan University of Economics

IxDA Second Meeting
Undestanding design. Global trends.

Strategic Planning Assumption
By 2013, mobile phones will overtake PCs as the
most-common Web access device worldwide.

By 2015, context will be as influential to mobile
consumer services and relationships as search
engines are to the Web.

gartner.com
Poznan University of Economics

Punkty
IxDA Second Meeting

widzenia SD+
na service
Customer
design
Experience

Poznan University of Economics

IxDA Second Meeting

Design concepts.
Customer journeys
Touchpoints
Back stage and front stage:

Poznan University of Economics

Customer journeys
Touchpoints

Poznan University of Economics

IxDA Second Meeting

Managerial concepts.
Customers and other stake-holders
Service experiences are multifaceted
Holistic approach
Service co-creation and sharing
Time and waiting lines

Poznan University of Economics

Service experiences
are multifaceted

Poznan University of Economics

Holistic
approach

Poznan University of Economics

Service co-creation and sharing

Poznan University of Economics

IxDA Second Meeting

Proces projektowania

What is a role of designer in services?
How does design process ﬂow?

Poznan University of Economics

What is a role of designer in services?
IxDA Second Meeting

Designers are
intermediators

Arne van Oosterom
DesignThinkers Amsterdam
Lecture at the Management Center Innsbruck 2009 Poznan University of Economics

all the stakeholders
clarity in offer as

Poznan University of Economics

all the stakeholders
clarity in offer as
a service provider
observations

ideas generation

prototyping

Poznan University of Economics

Thank you

Marcin Chłodnicki
Katedra Usług

Poznan University of Economics

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Slides from a webinar Milan Guenther gave October 2021. A Service Designer's journey to delivering breakthrough experiences through impact on the enterprise Severin is an ambitious and experienced designer. And when Intersection Railways called for a major overhaul of a part of their product and service portfolio, they set out for making an impact. Severin brought together all the stakeholders, they set an ambitious goal to significantly shift the customer’s experience, and with their team they researched, prototyped and mapped out a better future journey. But then it fell apart. That reorganisation messed up the responsibilities. Many customer insights turned out to be just assumptions. The IT change was too hard, the regulations were too constraining. And their stakeholders were not that convinced after all. What just happened? Design at scale is hard. In this session, Milan will show how Severin reengages his co-creators to tackle the true scope of the change required, including organisation, operations, and ecosystem partners. Using a set of recurring patterns and a set of maps, they open the conversation to the target Enterprise Design: what we can do, where to go next, and what to change to get there. And ultimately, how to deliver on their ambitious vision for a better service. You will learn: - How to reveal the links: map out how your enterprise pursues its purpose, the capabilities it relies on to deliver, and the experience outcomes it enables for customers and others - Have the right conversations: how to create clarity when developing product strategy, business transformation or investment options, collaboratively and visually - How to draw your enterprise on a napkin: learn how to establish a business geography to facilitate joint wayfinding between stakeholders

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What if you could go back in time, and join up with Alan Cooper, Jared Spool, Don Norman, Jakob Nielsen, and others to help forge the UX community into what it is today? What would it be like to be a founding member of the driving force behind virtually every (decent) product on Earth? Guess what, you kind of can! Where the traditional role of UX has been to fight for the user by designing usable & functional software and websites, in the age of the IoT (Internet of Things) every experience of soft and hardware bleeds into the next. The wares we design (and unfortunately those we don't) are no longer isolated elements, but a network of experiences and combinations. Service Design is the present, and future of bringing all of these isolated elements together under one design umbrella. Service Design is the future of UX, and probably your next career move!

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What are you building? A digital product, you think? Think again! Almost certainly you are building a service, not a product – although your product managers, product owners and maybe even digital product designers make you believe the opposite. This 90 min workshop showed you why to consider your offer as a service. It introduced to a service mindset, characteristics of services as well as useful service design tools. The workshop consisted of short inputs and related hands-on sessions. The are the slides of the workshop’s input.

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