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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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
- 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.
- 11. Why is service design relevant today?
- 12. Service design is new to designers, it’s not new to service providers!
- 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 }
- 23. 3 key skills
- 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
- 35. #3. Co-design: Bring stakeholders into the heart of the process
- 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
- 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
- 50. Call centre Home Work place Dealership On-line support
- 51. #9. Prototype: Over and over and over and over and over again!
- 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…
- 62. Thank you for listening… www.enginegroup.co.uk
Editor's Notes
- 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