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Meeting the Service Sandbox


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Co-creation is an integral part of service design and is shaping the way we design services in the future. Not only does it activate dialogue, but effectively brings people together to work towards a common goal by working collaboratively. One of the best parts of the Service Design process is facilitating and creating that platform for collaboration. There are countless tools out there available to map experiences, describe paths and journeys, but what we needed was a tool to explore, play freely and in an open environment. With this in mind, Digitalist created the “Service Sandbox”, and as a starting package set, we focused the building blocks on the smart living and smart citizen experiences. Next packages are differentiating in physical and virtual context as it specific set of intelligent appliances.

The Service Sandbox makes concepts tangible and physically interactive. The Service Sandbox includes a great number of necessary building blocks to create the level of engagement and shared understanding of the service value to the end-customer as well the understanding of its complexity.

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Meeting the Service Sandbox

  1. 1. Sponsor: 2 PALCO Meeting Service Sandbox Jane Vita, Digitalist Group
  2. 2. #servicesandbox #servicedesign #digitalist @janevita Meeting Service Sandbox
  3. 3. co. creation
  4. 4. Why Sandbox?
  5. 5. Why Sandbox? Encourages user to explore and have autonomy to select their next steps and immerse in specific interactions points. It is aligned with System and Design thinking approach They will decide what happens, how they will play with your service building blocks, that were being assigned with a contextual meaning. Rather than paths, sandboxes are not shaping behaviour, instead creates engagement and keeps user in control.
  6. 6. Personal devices Home appliances Sensors & Detectors Personas Value creation themes Interface Devices Interactions Environmental encounters Social & Cultural and legal & Ethical Encounters Experience Hierarchy Connectivity devices 1 2 3 9 87 4 10 11 36 12 5 Spatial Context Place Description Persona Value Creation Encounters Evaluation Experience Hierarchy Story Canvas Elevator Pitch Layers Templates and canvases
  7. 7. Spatial context Description of the place and place tiles Each room is essential to your service creation. The room purpose can give you insights about what kinds of activities people perform there, i.e., kitchen - cooking, eating, family time, among others. Living spaces Smart Cities Modular Dashboards …
  8. 8. semi-detatched frequently with kids surrounding facilities Describe your home
  9. 9. home Single Person Detached Attached Semi-detached Row House Terrace Cottage Villa Flat/Apartment Other: Couple Frequently with kids Number of kids: Other: Neighborhood: Location: Surrounding Facilities: Describe your
  10. 10. Personas Templates and tokens The Service Sandbox includes a template that helps you to describe people that are experiencing your service. You will represent each persona with a token in the board.
  11. 11. Name: Short bio:Short bio: Cultural encounters: Family Composition: Ethics: Mood: Motivation: Personal Devices: Social encounters: Permanent disabilities: Temporary disabilities: Routine: Age: Archetype: Occupation: Material Status: Family Member: Familiarity with technology: Persona Low Med High
  12. 12. Personal devices Gathering personal information BikeSmart Jewelry Bio/Health DeviceVirtual Reality Personal devices are devices owned by an individual. These devices are used in different contexts and they serve multiple purposes that can enhance the service experience.
  13. 13. Appliances For home, office, hospital etc. Our first set includes home appliances, but the whole layer could be substituted by other appliances related to other places, such as office and hospitals. They represent specific use, associated with the daily activities happening on that particular ambient. They are not necessarily smart, but they can become one. WasherA/C Coffee MakerFanA
  14. 14. Value creation themes Purpose of the place and the values created Places have a purpose, and we visit them with an intention. We expect that those places can deliver the moments that we are looking. We go home for example to have a pleasurable moment with our families, to rest to sleep and to eat. We go to hospitals to get the doctor advice, to be treated, to seek a cure for an illness. Our values are created around those moments. The themes help us to understand what are the values we need to create concerning a specific place and service proposed. comfort learning
  15. 15. What’s Happening Value Creation Place Post-It Drawing Here Template 1 What’s Happening Value Creation Place Post-It Drawing Here Template 2 What’s Happening Value Creation Place Post-It Drawing Here 3 Template TemplateTemplate
  16. 16. Life situations Not the problem you are trying to solve.
  17. 17. Create a situation for each of the value themes. Think of a situation when we can deliver the promised value. Ideate and pick up the best. Use the post-its. Values & Situations: Use the post-its. 1 2 3
  18. 18. Detect and/or measure Sensors and detectors
  19. 19. Sensors and detectors Sensors and detectors are devices which detect or measure a physical property and record, indicate, or respond to it. There is a great variety of sensors and detectors and they will help you to capture the necessary data to make your service meaningful. Detect and/or measure Vibration SensorMotion Sensor Humidity SensorFlow sensor
  20. 20. Interface devices Interacting with machines
  21. 21. Interface devices Interacting with machines Air Quality MeterCamera Intelligent Personal AssistantRadiator Control Valve An interface device is a hardware component or system of components that allows an individual to interact with a machine. Personal devices are interface devices, but we do not include them in this set since they are represented in the other another deck.
  22. 22. Connectivity devices Connecting machines and data The connectivity devices are responsible for the communication and network, i.e., between machines, between machine and personal devices and data generated by the machines and individuals to the cloud. Hyperlocal ConnectionCloud-based Connection BluetoothBattery
  23. 23. Maximizing the role of technology and the experience Deep in time context and interactions
  24. 24. Interactions Building the relationship with the services
  25. 25. Interactions Building the relationship with the services Use post-its to capture the possibilities. We break the experience in features, and we start ideating on many ways the features can interact with the individual. They can expand to other functions, or they can merge with a different feature. We use post-its to capture the possibilities.
  26. 26. Environmental encounters Because external factors matter coldblizzard What happens if rains? It it is night? If is hot? If is winter? Is our service still the same or are we creating additional elements that will help our service to perform better?
  27. 27. Social & Cultural and legal and ethical encounters We are surrounded by legal privacy issues moral issues social issues Are there any social, cultural, legal, moral and ethical aspects that may influence the way the user will experience the service? This set of cards includes verbal, social, political, local and many other contexts that surround our focus event. They are relevant to understand how people experience things, from a more allocentric and egocentric point of view.
  28. 28. Environmental encounters Legal and ethical encounters Environmental encounters Template
  29. 29. Features Evaluation The features will give form to your service. Valueofthecustomer Value for the company Features Evaluation Not all features ideated in on previous stages are relevant to your service. We need to evaluate what are the omst relevant ones. They should deliver value to customers, but also match the company strategy and capabilities.
  30. 30. Features Evaluation TemplateFeatures EvaluationFeatures Evaluation Valueofthecustomer Value for the company
  31. 31. Getting from tasks to experiences User Experience Hierarchy of Needs by Stephen P. Anderson Focus on experiences driven by what your users want to do rather than business objectives or the mechanics of delivering your service. Subjective/Qualitative Meaningful (Has personal significance) Pleasurable (Memorable experience worth sharing) Convenient (Super easy to use, works like I think) Usable (Can be used without difficulty) Reliable (Is availble and accurate) Functional (useful) (Works as programmed) This is the “chasm that is difficult for organizations to cross Focused on Experiences (People, Activities, Context) Objective/Quantifiable Focused on Tasks (Products/Features)
  32. 32. Functional A Functional experience means that your service works well. Convenient It is fitting in well with a person’s needs, activities, and plans. It also has all the previous properties. Reliable It works but it is also trustful, it guarantees performance and achieving the goal is possible. Pleasurable It is enjoyable, the person will lose the sense of time, because it is great to be there. Usable It works, it is trustful but it is also easy to use, and the end-user can experience it more intuitively. Meaningful It has a personal attachment, it will achieve your memory or it will match with your beliefs. It has a personal meaning.
  33. 33. Experience Hierarchy Levelling the service experience up Now you have the main services features; you will place them into their respective experience level on the Experience Hierarchy of Needs. Think how you can level each of the featured experiences up. Meaningful Pleasurable Usable Reliable Functional Experience Hierarchy of Needs Convenient
  34. 34. Presenting The Concept
  35. 35. Create a Story The Story Includes: to communicate the service concept People Place Tech Enablers Features Value Created Simulate and roleplay the situation on the board and take a sequence of pictures. We can create a stop motion movie later. Use the Story Canvas to document it. You can document as many situations you want. Use as many Story Canvas you want.
  36. 36. Experience Story: How the service Works Main features: Tech includes: Create a story Creating a story template Situation (Iillustration)
  37. 37. Concept wrap-up: 5 minutes5 minutes Fill in the Elevator Pitch Canvas!
  38. 38. For Have you heard… How your company…? Why…? Question that your arguments will support and that drives to a positive answer in the end. The Question Pitch target customer who has customer need is a market category that one key benefit unlikeunlike the service / our product competition unique differential service or product name
  39. 39. Envision Operational Applied Accepted Vital Invisible Natural The idea stage (e.g. the time machine - still not invented or even a prototype)The idea stage (e.g. the time machine - still not invented or even a prototype) Experimental stage - things that work in labs. Transitional stage between invention and acceptance (e.g. Google Glass anno 2013/14) Technologies that have become as natural as nature itself (agriculture, cooking) Technologies that are no longer considered technologies (the alphabet, the clock) Technologies that reach a significant level of familiarity within society (cars, phones, microwave ovens) Hard to live without (sewage systems, electric lighting, the internet) Source: Dutch artist, philosopher and scientist Koert van Mensvoort of Next Nature book Naturalized Invisible Vital Accepted Operational Envisioned
  40. 40. Thank you! Jane Vita @janevita Studio Design Director at Digitalist Vancouver