Engine Service Design presentation to the CIID Service Design Symposium

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!

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

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…

59. 5 designer lessons

62. Thank you for listening… www.enginegroup.co.uk