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Service Design –Designing the Customer ExperienceWorkshop
So, what is this about?The following slides are a summary of a service designworkshop we facilitated in Helsinki in Januar...
If you want to know more,       get in touch!              UX                            ux.no                            ...
A customer experience is the sum of varioustouchpoints and actors that make up the serviceoffering.                      4
What is service design?Service design is all about making the service you deliveruseful, usable, efficient, effective and ...
Walking in your customer’s shoesTo be able to create outstanding customerexperiences you need to be able to putyourself in...
EmpathyThe ability to understand and share thefeelings of another.Understanding and sharing your customersfeelings is esse...
Who is the customer?
EMPATHY MAPWORKSHEET
EMPATHY MAPWORKSHEET
Empathy MapDraw the empathy map for your customer                                   10                                   min
Share
A day in the life of...What happens to your customer?What services do they need - or want?
A DAY IN THE LIFE OF....WORKSHEET
A DAY IN THE LIFE OF....WORKSHEET
A day in the life of...Draw the day of your customer                                10                                min
Share
SERVICEWORK SHEETAdapted fromService Design Berlin
SERVICEWORK SHEETAdapted fromService Design Berlin
Describe your servicePick one idea for a service individually and fillout the service work sheet.                         ...
...some snaps from the    actual workshop.
What has this been about?A quick snapshot of a way of working, gettinginto the shoes of the customer.Did it spark some new...
Inspired?Done correctly, service design is an holisticapproach to designing better customerexperiences that are valuable a...
But remember!In a real project, this sort of workshop shouldbe done in conjunction with real user insight(observation/inte...
User Experience Specialists around the worldIn CGI there are 150+ people who are passionate about delivering user-friendly...
What else do we do?                      26   UX team, Oslo
If you want to know more,       get in touch!                            ux.no                              27
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Service Design Workshop: Designing the Customer Experience

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Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.

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Service Design Workshop: Designing the Customer Experience

  1. 1. Service Design –Designing the Customer ExperienceWorkshop
  2. 2. So, what is this about?The following slides are a summary of a service designworkshop we facilitated in Helsinki in January 2013@ CGIs annual Ratkaisu-conference. Marianne Utnes Kjøsnes Ingjerd Straand Jevnaker Service Designer, Oslo Senior Service Designer, Oslo
  3. 3. If you want to know more, get in touch! UX ux.no 3
  4. 4. A customer experience is the sum of varioustouchpoints and actors that make up the serviceoffering. 4
  5. 5. What is service design?Service design is all about making the service you deliveruseful, usable, efficient, effective and desirable.Its aim is to create better customer experiences that arevaluable and useful for both the customer and the business.Adapted from the UK Design Council and Service Design Berlin 5
  6. 6. Walking in your customer’s shoesTo be able to create outstanding customerexperiences you need to be able to putyourself in their shoes and under their skin.
  7. 7. EmpathyThe ability to understand and share thefeelings of another.Understanding and sharing your customersfeelings is essential to designing goodservice experiences.
  8. 8. Who is the customer?
  9. 9. EMPATHY MAPWORKSHEET
  10. 10. EMPATHY MAPWORKSHEET
  11. 11. Empathy MapDraw the empathy map for your customer 10 min
  12. 12. Share
  13. 13. A day in the life of...What happens to your customer?What services do they need - or want?
  14. 14. A DAY IN THE LIFE OF....WORKSHEET
  15. 15. A DAY IN THE LIFE OF....WORKSHEET
  16. 16. A day in the life of...Draw the day of your customer 10 min
  17. 17. Share
  18. 18. SERVICEWORK SHEETAdapted fromService Design Berlin
  19. 19. SERVICEWORK SHEETAdapted fromService Design Berlin
  20. 20. Describe your servicePick one idea for a service individually and fillout the service work sheet. take away
  21. 21. ...some snaps from the actual workshop.
  22. 22. What has this been about?A quick snapshot of a way of working, gettinginto the shoes of the customer.Did it spark some new ideas?
  23. 23. Inspired?Done correctly, service design is an holisticapproach to designing better customerexperiences that are valuable and useful- for both the customer and the business.
  24. 24. But remember!In a real project, this sort of workshop shouldbe done in conjunction with real user insight(observation/interviews).There is no replacing actual field work(unless you are designing for yourself, whichis a bit of a risk really).
  25. 25. User Experience Specialists around the worldIn CGI there are 150+ people who are passionate about delivering user-friendly digital services and service design – of which around 45 peopleare based in the Nordic Region. 25 Copyright World Map: Antoine Mallet
  26. 26. What else do we do? 26 UX team, Oslo
  27. 27. If you want to know more, get in touch! ux.no 27

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