It’s design, but not as they know it!

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Engine Service Design presentation to the CIID Service Design Symposium

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  • Thanks for being here. I’m a designer - product background Founded Engine in 1999 - though we didn’t call it service design When we started, we were shunned by the community - it is design, but not as they know it
  • It’s design, but not as they know it!

    1. It’s design, but not as they know it! Oliver King Co-founder Engine | service design
    2. <ul><li>The next 40 mins… </li></ul><ul><li>Engine’s view on service design? </li></ul><ul><li>Why is it valuable to design services? </li></ul><ul><li>What are service design projects like? </li></ul><ul><li>What can you take back to work? </li></ul>
    3. What is service design?
    4. What is service design? Service design is…
    5. What is service design? … the design of services!
    6. What is service design? Service is the act of helping somebody to do something.
    7. What is service design? Design is the process of making something better for somebody.
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    11. Why is service design relevant today?
    12. Service design is new to designers, it’s not new to service providers!
    13. www.enginegroup.co.uk Sustainability
    14. www.enginegroup.co.uk Usership Assistance Innovation
    15. Usership: we need to dematerialize the world!
    16. Assistance: we need to help people cope…
    17. Innovation: we need to help people view things at a systems level
    18. The meaning of ‘better’
    19. Convenient Usable Desirable Consistent Efficient Effective Sustainable
    20. Sustainable Usable Convenient Consistent Efficient Effective Desirable SUCCEED }
    21. Scope of projects
    22. Translation space
    23. 3 key skills
    24. Scope of deliverables
    25. Five Fundamentals of service
    26. Five Fundamentals Systems, Value, Journeys, People, Propositions
    27. Identify. Build. Measure Service innovation made simple
    28. 12 tips…
    29. What’s better than being rescued?
    30. #2. Have principles Innovate within a robust creative framework
    31. #1. Be use-centric. Always view the situation from your customer’s perspective
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    35. #3. Co-design: Bring stakeholders into the heart of the process
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    37. #4. Map journeys: Services happen over time, so explore them that way
    38. #5. Visualise: Bring ideas to life to engage and solicit input from those around you
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    46. #6. Back stage: Innovate throughout the whole system
    47. #7. Design measurables: Ensure staff measures and incentives support a delightful customer experience
    48. #8. Everyone serves: Because everyone’s actions impact on the customer’s experience
    49.  
    50. Call centre Home Work place Dealership On-line support
    51. #9. Prototype: Over and over and over and over and over again!
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    56. #10. Evidence: Create tangible evidence of the service in action
    57. #11. Join the dots: Make the experiences as seamless as possible for the user
    58. #12. Work with designers: We don’t bite…
    59. 5 designer lessons
    60. <ul><li>Lose the ‘I’ in design: co-create and facilitate </li></ul><ul><li>Do your own empathic research </li></ul><ul><li>Systems before symptoms </li></ul><ul><li>Visualize - it’s your USP </li></ul><ul><li>Prototype, prototype, prototype </li></ul>
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    62. Thank you for listening… www.enginegroup.co.uk

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