service_design - Rewarding Digital User Experience

1. Service Design
Rewarding Digital User Experience
Cristina Juliani
Rome, September 28th
#CWIN17

2. Capgemini Week of Innovation Network
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Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
Service Design | Why

3. Capgemini Week of Innovation Network
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Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
Service Design | Why
“Brain is shaped by the surrounding world as well as by habits and behaviors.”
Lara Boyd, Neuroscientist Associate Professor University of British Columbia
Adaptation is part of us.
We are all digital users.
We are becoming experts of a new universal visual language and habits’
patterns.
X, Y or Z?

4. Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
Service Design | Why
Designing “REWARDING” EXPERIENCES can make the difference
between losing or successfully engaging, a customer, employee
or partner.
Good Service Design leads to a long-term relationship
and happy USERS BECOME “EVANGELISTS”.

5. Capgemini Week of Innovation Network
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Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
Design | Principles by the good old Vitruvius
And for digital services … familiar, intuitive, playful, time-saver, gratifying.
Again … rewarding!
functional & valuable.
DRIVES ADOPTION
coherent & durable.
DRIVES TRUSTWORTHINESS
beautiful & attractive.
DRIVES DESIRABILITY

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Service Design. Rewarding Digital User Experience | September 28th
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Service Design | What
Design is a human-centered activity. WITH THE USER
TEST
as soon as possible
ideas and prototipes

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Service Design | HOW
TOGETHER
ITERATIVE AND COLLABORATIVE
SET-UP

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Service Design. Rewarding Digital User Experience | September 28th
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Service Design | The path for a rewarding user experience
Research &
Analysis
Sketching &
Zoning
Tree Map &
Wireframe
GUI &
Prototype

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Service Design. Rewarding Digital User Experience | September 28th
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Service Design | Iterations and feedback
UX TESTDEV
UX
TEST
DEV

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Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
The result
5 days
to build a functional prototype
40
participants from 3
branches of the military
120
different services represented in a
final prototype
The experience
Simplify a long and tedious procedure and bring
peace of mind to our soldiers before combat .
French Ministry of Defense | Simplify Bureaucracy with Service Design

11. Capgemini Week of Innovation Network
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Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
Interactions made for humans | Steve realised it in 1984

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Service Design. Rewarding Digital User Experience | September 28th
Copyright © 2017 Capgemini. All rights reserved.
Thank You!
Phone: +39 345 6012734
cristina.juliani@capgemini.com
Cristina Juliani
INNOVATION | Digital Experience
juliacri
Speaker 1
Photo

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The information contained in this presentation is proprietary.
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Rightshore® is a trademark belonging to Capgemini.
About Capgemini
With more than 180,000 people in over 40 countries, Capgemini is one of With more
than 190,000 people in over 40 countries, Capgemini is one of the world's foremost
providers of consulting, technology and outsourcing services. The Group reported
2016 global revenues of EUR 12.5 billion. Together with its clients, Capgemini
creates and delivers business, technology and digital solutions that fit their needs,
enabling them to achieve innovation and competitiveness. A deeply multicultural
organization, Capgemini has developed its own way of working, the Collaborative
Business Experience™, and draws on Rightshore®, its worldwide delivery model.