Sketching in Service Design

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A brief run-through of various group-based and individual techniques for using the wonders of sketching in Service Design. The second half of the presentation covers hands-on drawing techniques to tackle common objects and other things often drawn in Service Design artefacts.

Published in: Design, Business

Sketching in Service Design

  1. 1. Sketching in Service Design Service Design Thinks & Drinks Ben Crothers, Digital Eskimo @bencrothersSketching in Service Design | Service Design Thinks & Drinks, April 2012
  2. 2. We’re not talking about this...
  3. 3. ...or this...
  4. 4. What we are talking aboutSketching to help others communicate to usSketching to help us communicate to othersHints and tips for Service Design sketchingSketching in Service Design | Service Design Thinks & Drinks, April 2012
  5. 5. Helping others communicate to us
  6. 6. Storyboards as a group activity
  7. 7. Storyboards as a group activityDone individually or in small groupsGood for:Capturing existing experiences or problemsCapturing desired experiences or solutionsMy point of view or target user point of viewCan be more economical than enactment, or a steptoward loosening up for enactmentSketching in Service Design | Service Design Thinks & Drinks, April 2012
  8. 8. Storyboards as a group activityHow:Use a template of 6 framesHelp them along the way with stick-on emoticonsProvide a prompt sheet to remind participants aboutactions, expectations, decisions, responses, emotionsHave each participant present their storyboardSketching in Service Design | Service Design Thinks & Drinks, April 2012
  9. 9. Personas
  10. 10. Personas (or nudies)Good for:Small groupsScrutiny and discussion for authentic target audiencesWatch out for:Aspirational personasSketching in Service Design | Service Design Thinks & Drinks, April 2012
  11. 11. Personas (or nudies)How:Start with a nudie templateHelp them along the way with stick-on emoticons,icons, media and website preferencesProvide a prompt sheet to remind participants aboutbehaviours, drivers, preferences, scenarioHave each participant present their nudieSketching in Service Design | Service Design Thinks & Drinks, April 2012
  12. 12. Customer journey maps
  13. 13. Customer journey mapsGood for:Combining a target users experience with othersystems, processes and actors impacting theexperience that they may/may not seeSmall groups to co-createNot good for:Individual workDetailSketching in Service Design | Service Design Thinks & Drinks, April 2012
  14. 14. Customer journey mapsHow:Ideally, start with a persona the group createdHave a clear objective in mindWind them up and let them goUse post-it notes and other detachable things as partof the sketchSketching in Service Design | Service Design Thinks & Drinks, April 2012
  15. 15. Graphic facilitation
  16. 16. Graphic facilitationCapturing a group discussion as a concise set ofsketched concepts, objects and interactionsGood for:Helping a group to work through and clarify a solution,capture questions and issuesWatch out for:Can be counter-productive if not confidentPotentially distractingSketching in Service Design | Service Design Thinks & Drinks, April 2012
  17. 17. Helping us communicate to others
  18. 18. Object and domain modelling
  19. 19. Object and domain modellingCapturing an existing or proposed landscape of objectsand relationshipsGood for:Helping anyone to grasp an issue or your solutionBuilding up a library of reusable iconsWatch out for:Can get too complicated if youre not carefulSketching in Service Design | Service Design Thinks & Drinks, April 2012
  20. 20. Storyboards
  21. 21. Step 1: get your story straight
  22. 22. Step 2: get in touch with emotions
  23. 23. Step 3: roll camera
  24. 24. Step 4: refine for impact
  25. 25. Step 5: end well
  26. 26. Sketching concepts
  27. 27. Sketching concepts
  28. 28. Sketching concepts
  29. 29. Hints and tips for Service Design sketching
  30. 30. Sketch with confidenceSketching is a powerful means of communicationAs a designer, be as confident with sketching as youare with designing, facilitating and speakingLet your sketches be part of the sell, and watch themagic!Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  31. 31. Go easy on yourselfStart simpleSketch for funGet good at the simple stuffCopy others (for practice)Sketching in Service Design | Service Design Thinks & Drinks, April 2012
  32. 32. Slow downYou cant draw quickly and accurately straight awayStart drawing slowly and focus on accuracySketching in Service Design | Service Design Thinks & Drinks, April 2012
  33. 33. People and emotionsEveryday objects in servicesArrows and balloonsDrawing in 3D...Sketching techniques
  34. 34. Visual fidelity: less is more
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