More Related Content Similar to Designing the Intangible: an Introduction to Service Design Similar to Designing the Intangible: an Introduction to Service Design (20) Designing the Intangible: an Introduction to Service Design2. 1. What?
2. Why?
3. How?
4. Case studies
5. What makes a good service experience?
6. Any questions? 3. 1. What?
2. Why?
3. How?
4. Case studies
5. What makes a good service experience?
6. Any questions? 5. “Service design: A method for designing
experiences that reach people through many
different touch-points, and that happen
over time.”
from: http://servicedesign.org/service_design/ 6. “Service design can be both tangible and
intangible. It can involve artefacts and other
things including communication, environment
and behaviours. Whichever form it takes, it
must be consistent, easy to use and have
strategic alliance.”
from: “Total Design: Managing the Design Process in the Service Sector”. W & G Hollins, 1990 13. Services are produced at the same moment
as they are consumed - the customer is
a “co-creator” of the service. 14. Services can be constantly monitored against
success factors and incrementally improved
“on the fly”. 15. 1. What?
2. Why?
3. How?
4. Case studies
5. What makes a good service experience?
6. Any questions? 17. But services are rarely designed with the
same care and attention to detail as products. 18. Better designed services lead to greater
customer loyalty - from customers who pay
more! - and more efficient business processes. 20. And by promoting use over consumption -
encouraging people to use services rather than
products - we also promote sustainability 21. 1. What?
2. Why?
3. How?
4. Case studies
5. What makes a good service experience?
6. Any questions? 23. e thinking, tools and methodologies come
from interaction design - for so ware
and products - so the process looks somewhat
the same... 28. Service Ecology
courtesy of live|work Studio Ltd. - http://www.livework.co.uk 40. 1. What?
2. Why?
3. How?
4. Case studies
5. What makes a good service experience?
6. Any questions? 41. 3 examples of real world services
designed in a customer-centric way 48. We created a framework based on
the existing customer journey 52. And finally, we walked our personas
through their new travel experience. 54. “Make the day to day life of the working
mother just a little bit easier” 67. We created a service blueprint to
describe how the service should behave. 70. 1. What?
2. Why?
3. Case studies
4. What makes a good service experience?
5. Any questions? 95. A service can learn from customer
behavior and anticipate needs. 105. Getting the internal business processes
right will create a more consistent
customer experience. 114. 1. What?
2. Why?
3. Case studies
4. What makes a good service experience?
5. Any questions?