Design Thinking- Managing XXI. Amalio Rey
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Introduction to Service Design by User Studio
- 1. INTRODUCTION TO SERVICE DESIGN by User Studio Presentation prepared for Iniciativa Joven Project coordination Annabelle Favreau, Iniciativa Joven Contact USER STUDIO Matthew Marino Consultant, partner marino@userstudio.fr +33 (0) 6 98 94 06 70 USER STUDIO 152 rue du Temple 75003 Paris France www.userstudio.fr Introduction to service design
- 2. WHO IS USER STUDIO ? Introduction to service design
- 3. Service innovation & design company in Paris, France Introduction to service design
- 4. Clients Introduction to service design
- 5. PROJECT EXAMPLES Introduction to service design
- 6. Banking service concept VISA Europe design competition by User Studio Introduction to service design
- 7. Corinne, 77 ans “Too much paperwork! I don’t understand anything.” David, 25 years old “I note everything down...” Introduction to service design
- 8. Introduction to service design
- 9. Introduction to service design
- 10. Introduction to service design
- 11. Helping patients with diabetes Bolton diabetes network, UK project by RED Project, Design Council Project illustration : http://www.designcouncil.info/RED/health/#B10 Project video : http://www.designcouncil.info/mt/red/HEALTH/REDHealth01.mov Introduction to service design
- 12. Why use service design ? • Service design’s aim is make services desirable • To help differentiate by improving existing services • easier to use • more efficient • in tune with local culture • To help innovate by creating new services • meet the needs of changing lifestyles • reach new markets Introduction to service design
- 13. SERVICE DESIGN PROCESS Introduction to service design
- 14. Introduction to service design
- 15. Co-design : working with people Introduction to service design
- 16. Why involve users / service providers in the creative process ? • Involving users in the design process • helps understand their lifestyles and needs • as they are experts of their daily lives, they often have ideas on how to improve it • Involving service providers in the design process • helps understand the organisation’s culture and needs • as they are experts of their daily jobs, they often have ideas on how to improve it • helps create appropriation / ownership of the project Introduction to service design
- 17. SERVICE EXPERIENCE Introduction to service design
- 18. Designing how customers / citizens experience the service. Introduction to service design
- 19. Touchpoints Introduction to service design
- 20. Use the right channel Introduction to service design
- 21. KNOW YOUR USERS Introduction to service design
- 22. User research Understand your user’s lifestyles, needs, desires, problems... Using user insights to identify service opportunities... Introduction to service design
- 23. Selecting the right users Which users or potential users should I meet ? How many should I meet ? Introduction to service design
- 24. Remember... People don’t always do what they say they do! go see for yourself... Introduction to service design
- 25. User research vs. market research Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 26. User research vs. market research Great for validation Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 27. User research vs. market research Great for inspiration Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 28. Extreme users Core “Rejectors” “Power users” Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 29. Fieldwork How and where should I meet the users ? Introduction to service design
- 30. Immerse yourself with the users Introduction to service design
- 31. Interviewing people in pairs Introduction to service design
- 32. Put yourself in their shoes Living a high school student’s life for one day ! Introduction to service design
- 33. Tracking the user journey Introduction to service design
- 34. Gather key insights Introduction to service design
- 35. Fieldwork tools Observation tools / data collection tools Introduction to service design
- 36. List of questions Introduction to service design
- 37. Using images to stimulate discussion Introduction to service design
- 38. Getting the users to design their ideal service Introduction to service design
- 39. Making sense of the data How to present the research in a meaningful way ? How may I use the insights to identify service opportunities ? Introduction to service design
- 40. Analyse Introduction to service design
- 41. Relationship map Introduction to service design
- 42. Character profiles Introduction to service design
- 43. GENERATE IDEAS Introduction to service design
- 44. Creative workshops Involve people the creative process Introduction to service design
- 45. Creative workshop Introduction to service design
- 46. Think visually Introduction to service design
- 47. Prioritise the ideas Introduction to service design
- 48. Creativity tools Cards Introduction to service design
- 49. Cards to stimulate ideas Introduction to service design
- 50. Introduction to service design
- 51. Introduction to service design
- 52. Note the ideas Introduction to service design
- 53. Creativity tools Two software application examples Introduction to service design
- 54. Introduction to service design
- 55. Representation tool for workshops Introduction to service design
- 56. Introduction to service design
- 57. Transforming ideas into solutions What could things look and feel like ? How would they work ? Introduction to service design
- 58. Representation helps evaluate ideas Introduction to service design
- 59. Sketch the scenario : storytelling Introduction to service design
- 60. Frieze Introduction to service design
- 61. Scenario for a local council Introduction to service design
- 62. TEST QUICLKY Introduction to service design
- 63. Quick prototype example Information booth in a high school Introduction to service design
- 64. Introduction to service design
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- 69. User Interface prototype examples Introduction to service design
- 70. Sketch the interface Introduction to service design
- 71. Introduction to service design
- 72. Product prototypes examples Introduction to service design
- 73. “Quick & dirty” prototype Project by : Eilidh Dickson, Copenhagen Institute of Interaction Design Source : Eilidh Dickson, Copenhagen Institute of Interaction Design (www.servicedesigntools.org) Introduction to service design
- 74. Building a prototype Introduction to service design
- 75. DELIVER THE MEANS TO DEVELOP Introduction to service design
- 76. Sources • live|work (UK) • RED Project, Design Council (UK) • Hillary Cottam (UK) • IDEO (USA) • La 27e Région (FR) • USER STUDIO (FR) Introduction to service design
- 77. THANK YOU ! www.userstudio.fr marino@userstudio.fr Introduction to service design
