Designing Great Services Is Our Future: How Space, Time and Perspective Empower UX Professionals To Do More (Laura Keller)

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Another day, another web site (or application... or mobile site).... Are you beginning to feel uninspired in your job creating digital interfaces? After several years doing UX, many senior professionals begin to question, "what's next?" This presentation discusses service design as the next opportunity for UX professionals to create great experiences and how the service sector, from bike-sharing to co-working spaces, is a critical driver in the global economy. The presentation will cover the core tenets of motivating behaviors within a service - space, time and perspective - and why UX professionals are perfectly poised to design great services because of their ability to understand these elements. From kiosks and wayfinding to mobile and call centers, UX professionals will be encouraged to disrupt their UX world where being "user-centered" is paramount and motivate them to think bigger about the impact they can have on people's experiences.

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Designing Great Services Is Our Future: How Space, Time and Perspective Empower UX Professionals To Do More (Laura Keller)

  1. 1. Designing Great Services Is Our Future How Space, Time and Perspective Empower UX Professionals To Do More Laura Keller | @servicedesignLK
  2. 2. • Visualizers • Humanizers • Mediators
  3. 3. … to create an effective service experience Service Provider Service Recipient Planning and orchestrating… Processes Objects Space Technology Infrastructure Communications Time
  4. 4. The only thing HE cares about is upselling you. And I usually have to transfer you to someone else. What’s my motivation? I don’t want to have to call so I only do when I have a problem or something complicated. I don’t want to wait. I lose patience quickly. I’ve done my time as a rep. I’m a manager now and what MY managers care about is sales. That’s what I push.
  5. 5. www.educause.edu
  6. 6. www.stby.eu cargocollective.com/jorganpe www.blauw.com/nl/tools/lego-serious-play/
  7. 7. • Know that there’s always a wider space • Diverse stakeholders are critical • Gain trust and influence organization leaders • Exemplary interpersonal, communication, facilitation, and management skills will outweigh design skills • Evolve to being a generalist
  8. 8. • Visualizers • Humanizers • Mediators • Tech-savvy
  9. 9. Danke! • This is Service Design Thinking, Marc Stickdorn • www.servicedesigntools.org • Service Jams: planet.globalservicejam.org @servicedesignLK

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