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Eng workshop-pres-v01

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Eng workshop-pres-v01

  1. 1. ServiceExperiencesEXPLORED THROUGH PRODUCT TOUCHPOINTS
  2. 2. Who am I?Allen J Cochran Service & Interaction DesignerCURRENT PREVIOUSMFA Candidate Junior Design Researcher OSU Department of Design SonicRimPresident Contracter Graduate Student Body Frame360User Experience Designer BFA OSU Office of Tech Comercialization & Knowledge Transfer University of Cincinnati, College of DAAP
  3. 3. Agenda1. Some boring but essential definitions...2. Designing for successful service systems3. Today’s activity!4. Critique5. Q&A
  4. 4. What areproducts?
  5. 5. What are products? 5 Intangible Tangible Abstract Sweet website dude!© Copyright, Allen J Cochran, 2012, All Rights Reserved
  6. 6. What areservices?
  7. 7. What are services? 7 Intangible Tangible Abstract Sweet website dude!© Copyright, Allen J Cochran, 2012, All Rights Reserved
  8. 8. The Service Triangle 8 Service Provider Customers/Users This provider could be These users could be an public or private, an individual, household, individual or an producer, private body, organization. public body, collective unit, a nation, etc... 1. Relationship formed rovider tomers Cus from Brand Experience ceP Service Relations and / vi Us Interactions Ser ers 1 3. Meta Design 3 2 2. Design Intervention of CGS on Intervention of Delegates, the Service Medium Stakeholders & Constituents on Service Medium. This is a form of ownership of the Delegates, Stakeholders & Constituents on the Service Medium Se m Ex rvic e M e diu pe e rie n c e C y cl The Reality to be Goods, materials, coded transformed or operated information, or individuals on by the Provider and or organizations for certain for the sake of the Users dimensions.© Copyright, Allen J Cochran, 2012, All Rights Reserved
  9. 9. What areexperiences?
  10. 10. Experience Cycle 10 1 Conn ec ate t& oc A dv ttr A 5 1 ac t Compelling 5 2 d & Retain Reverberating Orienting 2 O 4 3 rien n xte t Generating Embedding E 4 Inter act 3 1. Connect & Attract 2. Orient 3. Interact 4. Extend & Retain 5. Advocate The initial connection with a The overview or preview of The completion of valuable The person comes back for The person actively commu- person to make an effective what’s available or possible, or valued activities while more as their expectations nicates his/her satisfaction and affective impression allowing exploration and delighting the senses and are raised -- at the same to others. supporting the early stages establishing expectations time a significant level of of learning about the overall content of loyalty and leverageable the encounters relationships are achieved© Copyright, Allen J Cochran, 2012, All Rights Reserved Adapted from Shelley Evansen & Hugh Dubberly
  11. 11. How do theycome together?PRODUCTS + SERVICES + EXPERIENCES = ?
  12. 12. Adapted Sunflower Exercise 122. Middle 3Value Proposition What is your core competancy? 2 11. CenterProduct What are you selling?3. PetalsTouchpoints Where do consumers experience your product?4. Stem 4Drivers What are your motivations behind the product?© Copyright, Allen J Cochran, 2012, All Rights Reserved Adapted from Rob Ryan’s Sunflower Exercise
  13. 13. Customer Journey Exercise 13PRE-SERVICE SERVICE POST-SERVICE How do consumers hear about How do consumers interact with How do consumers continue to use your product? your product? your product? HINT HINT HINT Explain your value proposition Expose your touchpoints to consumers Tell them about core competencies What are consumers’ expectations of What are the experiences consumers What is the satisfaction your your product? have with your product? consumers’ have?© Copyright, Allen J Cochran, 2012, All Rights Reserved
  14. 14. Sooooooooo,what’s the activity?
  15. 15. We’re going tocreate our owncompanies.
  16. 16. The Tools 16 Sunflower Customer Journies Rapid Prototyping© Copyright, Allen J Cochran, 2012, All Rights Reserved
  17. 17. The Problem 17Students are leaving campus lesswell than they arrived on campus.How can we create productsthat encourage wellnessamong students?© Copyright, Allen J Cochran, 2012, All Rights Reserved

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