This document discusses the role of design in creating experiences for services. It outlines six axes for designing service performance: objects, environments, communication, identities, people, and processes. Designing services is about how things will happen, not just how they will be. An experience framework is proposed with bidirectional flows between experiences, interactions, contact points, procedures and infrastructures. The conclusion emphasizes that design transforms ideas into valuable proposals for people by addressing complexity and starting with shared values to create value for customers.
Vi 2 2010 2 10 Ponencia Services Design For PeopleIESS
The document discusses the role of design in services. It outlines six axes for designing services: objects, environments, communication, identities, people, and processes. Designing services is about how things will happen, not just how they will be. The document also presents a framework for creating experiences through interactions, contact points, procedures, and infrastructures. Finally, it concludes that design transforms ideas into valuable solutions for people and is a key part of the innovation process.
The document outlines an agenda for a meeting taking place at the Waag Society in Amsterdam. It includes:
- Arrivals and a welcome session from 11-11:45am featuring presentations from Waag Society and AIM.
- Short presentations from two members of the City of Oulu from 11:45-12:15pm.
- An informal meeting over lunch from 12:15-1:15pm.
- Closing and departure at 1:30pm.
Service design is an interdisciplinary approach that combines tools from various disciplines to create well-designed experiences. It focuses on defining services through requirements analysis, understanding user needs, discovering opportunities through co-creation, designing service concepts, and implementing solutions through prototyping. The goal is to innovate or improve existing services to make them more useful, usable, and desirable for end users.
The document discusses organizational changes being made at Delaval to transition to an agile system. It outlines plans to merge two departments into value units with cross-functional teams. Workshops will be held to train people in team formation using the Belbin theory and have employees self-select into new teams. The goal is to create X-functional teams that can handle any problem and communicate effectively without manager interference to deliver products more frequently.
2012.2.15 rz linking services design to strategyRafael Zaballa
1) The document discusses the links between services design and strategy, and how services design can play a role in a company's strategic positioning.
2) It introduces the Strategic Design Opportunity Matrix (SDOM) as a tool to connect services design to strategy by defining value proposals and design performance areas.
3) The conclusions are that services design contributes to competitive advantage, and that strategic services design uses a design discourse to simultaneously create a brand promise and services value proposal across six interrelated design areas.
Government Securities - Classification and ValuationAbhijeet Deshmukh
This presentation in based on RBI Master circular on Government Securities Portfolio and its valuation. The presentation describes in detail 'Held to Maturity', 'Available for Sale' and 'Held for Trading'
www.abhijeetdeshmukh.com
More Elements of UX: real-world design deliverablesPeter Boersma
Presentation delivered to UX Russia 2010 (October 7, Moscow). Introduces an overview of elements that influence the user experience, with examples of design deliverables and design processes.
Vi 2 2010 2 10 Ponencia Services Design For PeopleIESS
The document discusses the role of design in services. It outlines six axes for designing services: objects, environments, communication, identities, people, and processes. Designing services is about how things will happen, not just how they will be. The document also presents a framework for creating experiences through interactions, contact points, procedures, and infrastructures. Finally, it concludes that design transforms ideas into valuable solutions for people and is a key part of the innovation process.
The document outlines an agenda for a meeting taking place at the Waag Society in Amsterdam. It includes:
- Arrivals and a welcome session from 11-11:45am featuring presentations from Waag Society and AIM.
- Short presentations from two members of the City of Oulu from 11:45-12:15pm.
- An informal meeting over lunch from 12:15-1:15pm.
- Closing and departure at 1:30pm.
Service design is an interdisciplinary approach that combines tools from various disciplines to create well-designed experiences. It focuses on defining services through requirements analysis, understanding user needs, discovering opportunities through co-creation, designing service concepts, and implementing solutions through prototyping. The goal is to innovate or improve existing services to make them more useful, usable, and desirable for end users.
The document discusses organizational changes being made at Delaval to transition to an agile system. It outlines plans to merge two departments into value units with cross-functional teams. Workshops will be held to train people in team formation using the Belbin theory and have employees self-select into new teams. The goal is to create X-functional teams that can handle any problem and communicate effectively without manager interference to deliver products more frequently.
2012.2.15 rz linking services design to strategyRafael Zaballa
1) The document discusses the links between services design and strategy, and how services design can play a role in a company's strategic positioning.
2) It introduces the Strategic Design Opportunity Matrix (SDOM) as a tool to connect services design to strategy by defining value proposals and design performance areas.
3) The conclusions are that services design contributes to competitive advantage, and that strategic services design uses a design discourse to simultaneously create a brand promise and services value proposal across six interrelated design areas.
Government Securities - Classification and ValuationAbhijeet Deshmukh
This presentation in based on RBI Master circular on Government Securities Portfolio and its valuation. The presentation describes in detail 'Held to Maturity', 'Available for Sale' and 'Held for Trading'
www.abhijeetdeshmukh.com
More Elements of UX: real-world design deliverablesPeter Boersma
Presentation delivered to UX Russia 2010 (October 7, Moscow). Introduces an overview of elements that influence the user experience, with examples of design deliverables and design processes.
Saba is a global leader in people systems that has over 17 million active users across 1300 customers in 150 countries. It has a long history of innovation, being the first to launch unified people platforms and products for learning, collaboration, performance management, and succession planning. Saba has over 200 engineers in India and provides full lifecycle implementation capabilities for global and Indian customers. Saba's people systems are designed to increase motivation, cultivate knowledge sharing, create performance-driven cultures, and help companies retain and engage top talent.
The Essentials of Great Search Design (ECIR 2010)Vegard Sandvold
This document outlines an essential search design process called "Sprint 0" that involves cross-disciplinary collaboration. It emphasizes learning from stakeholders, users, and technical experts to understand business goals, user needs, and technological capabilities. Concepts are developed through inspiration, ideation, and iterative prototyping and testing of interaction and technical designs. The goal is to unite business goals, user needs, and technological possibilities to discover solutions and innovate through an inclusive design process.
Piloting with SharePoint—Learn to FLY by Eric Riz - SPTechConSPTechCon
This document provides an overview of a conference on using SharePoint. It includes sections on connecting teams and improving performance using SharePoint, as well as customizable dashboards for surface information. Additional sections discuss collaboration and mobile connectivity for different business sizes. The document also includes questions to help determine goals and a section on managing risk for a SharePoint project.
Squaretable October 4th 2012 on sustainable materials and end productscsdbdv
The document contains an agenda for an event titled "Squaretable" taking place on October 4th 2012. The agenda lists the time, program and speakers for the event. The keynote speaker is Nestor Coronado Palma from Philips Consumer Lifestyle who will speak about "Sustainovation, closing the loop". Other scheduled presentations include an introduction from Squarewise and a talk by Roland Teixeira from GE Benelux on "Ecomagination". The agenda also includes a plenary discussion and closing remarks before a walking dinner and drinks.
WebTek Labs creates high-impact solutions to help clients achieve their business goals through a comprehensive suite of services including testing, staffing, training, application management, and consulting. With over 10 years of experience, WebTek Labs believes success can be achieved through a classic scientific approach optimized with innovative methods in service marketing, technology, communication, and management.
1. The document discusses achieving agility at scale through disciplined agile teams that produce working software regularly, do continuous testing, work closely with stakeholders, are self-organizing, and regularly reflect on how to improve.
2. It describes scaling agile software delivery by focusing on key agile practices, reinforcing delivery practices, changing delivery rhythms, supporting practices with automation, and measuring to demonstrate business value.
3. Examples are provided of how Jazz platform was used at La Caixa for managing service providers and at Danske Bank for adoption of agile at scale, and how visibility and transparency was achieved at Panasonic Automotive.
Interntional Symposium On Service Systems Science 2012 KwanStephen Kwan
This document discusses information and knowledge management for service systems design and engineering. It presents perspectives including service thinking, design thinking, business thinking, and engineering disciplines that can be incorporated into a service system's life cycle from discovery to engineering. These perspectives include concepts like value propositions, service blueprints, and information technology platforms that support service systems.
The document discusses the evolution of intranets into platforms for growth, productivity, and innovation. It describes how intranets can become platforms for communication, collaboration, and access to essential information. The future office concept aims to unleash new potential through improved service design, a more collaborative work culture, and maximizing the capabilities of the platform. Implementing a future office involves evolutionary phases and a multi-step approach to achieve the desired business benefits.
1) The document discusses the evolution of intranets into platforms for growth, productivity, and innovation.
2) It proposes a Future Office concept that focuses on collaborative work culture, essential information, and business services to increase efficiency, growth, and innovation.
3) The concept aims to maximize the potential of the organization and create value through excellent and user-friendly digital services, measurable benefits, and a modern collaborative culture.
Whodini is developing context-aware computing technologies that will allow users to view and interact with the world through various information services mediated by context. Key innovations will include context-mediated transactions against persistent user-generated content. Whodini's technologies are organized along the temporal dimension and will provide maturity models for information management from operational visibility to exploitation and innovation.
The document provides information about the SAP BusinessObjects conference to be held from June 6-8, 2011 in Sydney, Australia. The conference will include 35 presentations, case studies and sessions across 6 tracks over 3 days. There will be keynote speakers from SAP BusinessObjects and other companies. Hands-on workshops will cover using the new BI 4.0 tools and creating effective dashboards. The conference aims to provide insights, best practices and networking opportunities for SAP BusinessObjects professionals.
1. Four themes are emerging from exploring new advisory board approaches: connecting all locations, regional hubs, showcasing for executives, and engaging the client ecosystem.
2. The document discusses using a mix of virtual and physical spaces to address client issues. It proposes analyzing collaborative tools, inventorying use cases, and mapping process steps and scales of change.
3. Areas to research include community/collaboration spaces, immersion techniques, and tools for complex conceptualization. The objective is to define requirements for virtual, physical, and projection spaces in terms of architecture, tools, and design.
Adaptation of my IA 7/ UX 1 deck for an InnovationLab talk at Stabilo International, Heroldsberg on 10/17/2012.
Credits & image credits within the presentation.
Interaction design is about creating behaviors through the design of interfaces between humans and technology. Interaction designers consider business needs, aesthetics, and what makes interfaces intuitive from their backgrounds in fields like user research, information architecture, user interface design, and more. The process of interaction design involves ideation, exploration, refinement, production, and delivery through collaboration between designers, technologists, and other roles.
Empathy Lab believes that intuitive and engaging interfaces are designed with an in-depth understanding of your end-users' needs, behaviors, and motivations. Here is an overview of our behavioral research philosophy and methodology.
Natalie Hanson, PhD. April 2011 presentation to the Philadelphia chapter of ACM-CHI (Association for Computing Machinery, special interest group on Computer Human Interaction).
The document introduces building a data science platform in the cloud using Amazon Web Services and open source technologies. It discusses motivations for using a cloud-based approach for flexibility and cost effectiveness. The key building blocks are described as Amazon EC2 for infrastructure, Vertica for fast data storage and querying, and RStudio Server for analytical capabilities. Step-by-step instructions are provided to set up these components, including launching an EC2 instance, attaching an EBS volume for storage, installing Vertica and RStudio Server, and configuring connectivity between components. The platform allows for experimenting and iterating quickly on data analysis projects in the cloud.
Akendi is an experience design, research, and strategy firm focused on creating intentional experiences for products, services, and spaces. They take an end-to-end approach to experience design, considering the full experience from a customer's awareness through purchase, use, and recycling. Their services include strategy, experience research through methods like ethnography and personas, experience design including information architecture and visual design, and testing.
This document discusses revolutionizing the user experience through Oracle's products. It outlines that Oracle aims to provide a modern user experience through seamless integration of functionality and user interfaces in its WebCenter Suite. This suite provides capabilities for portals, websites, composite applications, social collaboration, and content management to enable productive and efficient work. It supports both business users and IT developers through tools for rapid development and management of customizable solutions.
This document discusses the evolution of intranets and the rise of Web 2.0 and Enterprise 2.0 technologies and concepts. It defines intranets as private internal networks that use internet technologies to provide services and applications to employees. Intranets help provide access to company resources and support communication, collaboration, and knowledge sharing among employees. Web 2.0 emphasizes user participation, openness, social networking, and harnessing the "wisdom of crowds." As intranets adopt these new technologies and principles, they are evolving from early informational stages to more advanced collaborative platforms known as Enterprise 2.0.
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Saba is a global leader in people systems that has over 17 million active users across 1300 customers in 150 countries. It has a long history of innovation, being the first to launch unified people platforms and products for learning, collaboration, performance management, and succession planning. Saba has over 200 engineers in India and provides full lifecycle implementation capabilities for global and Indian customers. Saba's people systems are designed to increase motivation, cultivate knowledge sharing, create performance-driven cultures, and help companies retain and engage top talent.
The Essentials of Great Search Design (ECIR 2010)Vegard Sandvold
This document outlines an essential search design process called "Sprint 0" that involves cross-disciplinary collaboration. It emphasizes learning from stakeholders, users, and technical experts to understand business goals, user needs, and technological capabilities. Concepts are developed through inspiration, ideation, and iterative prototyping and testing of interaction and technical designs. The goal is to unite business goals, user needs, and technological possibilities to discover solutions and innovate through an inclusive design process.
Piloting with SharePoint—Learn to FLY by Eric Riz - SPTechConSPTechCon
This document provides an overview of a conference on using SharePoint. It includes sections on connecting teams and improving performance using SharePoint, as well as customizable dashboards for surface information. Additional sections discuss collaboration and mobile connectivity for different business sizes. The document also includes questions to help determine goals and a section on managing risk for a SharePoint project.
Squaretable October 4th 2012 on sustainable materials and end productscsdbdv
The document contains an agenda for an event titled "Squaretable" taking place on October 4th 2012. The agenda lists the time, program and speakers for the event. The keynote speaker is Nestor Coronado Palma from Philips Consumer Lifestyle who will speak about "Sustainovation, closing the loop". Other scheduled presentations include an introduction from Squarewise and a talk by Roland Teixeira from GE Benelux on "Ecomagination". The agenda also includes a plenary discussion and closing remarks before a walking dinner and drinks.
WebTek Labs creates high-impact solutions to help clients achieve their business goals through a comprehensive suite of services including testing, staffing, training, application management, and consulting. With over 10 years of experience, WebTek Labs believes success can be achieved through a classic scientific approach optimized with innovative methods in service marketing, technology, communication, and management.
1. The document discusses achieving agility at scale through disciplined agile teams that produce working software regularly, do continuous testing, work closely with stakeholders, are self-organizing, and regularly reflect on how to improve.
2. It describes scaling agile software delivery by focusing on key agile practices, reinforcing delivery practices, changing delivery rhythms, supporting practices with automation, and measuring to demonstrate business value.
3. Examples are provided of how Jazz platform was used at La Caixa for managing service providers and at Danske Bank for adoption of agile at scale, and how visibility and transparency was achieved at Panasonic Automotive.
Interntional Symposium On Service Systems Science 2012 KwanStephen Kwan
This document discusses information and knowledge management for service systems design and engineering. It presents perspectives including service thinking, design thinking, business thinking, and engineering disciplines that can be incorporated into a service system's life cycle from discovery to engineering. These perspectives include concepts like value propositions, service blueprints, and information technology platforms that support service systems.
The document discusses the evolution of intranets into platforms for growth, productivity, and innovation. It describes how intranets can become platforms for communication, collaboration, and access to essential information. The future office concept aims to unleash new potential through improved service design, a more collaborative work culture, and maximizing the capabilities of the platform. Implementing a future office involves evolutionary phases and a multi-step approach to achieve the desired business benefits.
1) The document discusses the evolution of intranets into platforms for growth, productivity, and innovation.
2) It proposes a Future Office concept that focuses on collaborative work culture, essential information, and business services to increase efficiency, growth, and innovation.
3) The concept aims to maximize the potential of the organization and create value through excellent and user-friendly digital services, measurable benefits, and a modern collaborative culture.
Whodini is developing context-aware computing technologies that will allow users to view and interact with the world through various information services mediated by context. Key innovations will include context-mediated transactions against persistent user-generated content. Whodini's technologies are organized along the temporal dimension and will provide maturity models for information management from operational visibility to exploitation and innovation.
The document provides information about the SAP BusinessObjects conference to be held from June 6-8, 2011 in Sydney, Australia. The conference will include 35 presentations, case studies and sessions across 6 tracks over 3 days. There will be keynote speakers from SAP BusinessObjects and other companies. Hands-on workshops will cover using the new BI 4.0 tools and creating effective dashboards. The conference aims to provide insights, best practices and networking opportunities for SAP BusinessObjects professionals.
1. Four themes are emerging from exploring new advisory board approaches: connecting all locations, regional hubs, showcasing for executives, and engaging the client ecosystem.
2. The document discusses using a mix of virtual and physical spaces to address client issues. It proposes analyzing collaborative tools, inventorying use cases, and mapping process steps and scales of change.
3. Areas to research include community/collaboration spaces, immersion techniques, and tools for complex conceptualization. The objective is to define requirements for virtual, physical, and projection spaces in terms of architecture, tools, and design.
Adaptation of my IA 7/ UX 1 deck for an InnovationLab talk at Stabilo International, Heroldsberg on 10/17/2012.
Credits & image credits within the presentation.
Interaction design is about creating behaviors through the design of interfaces between humans and technology. Interaction designers consider business needs, aesthetics, and what makes interfaces intuitive from their backgrounds in fields like user research, information architecture, user interface design, and more. The process of interaction design involves ideation, exploration, refinement, production, and delivery through collaboration between designers, technologists, and other roles.
Empathy Lab believes that intuitive and engaging interfaces are designed with an in-depth understanding of your end-users' needs, behaviors, and motivations. Here is an overview of our behavioral research philosophy and methodology.
Natalie Hanson, PhD. April 2011 presentation to the Philadelphia chapter of ACM-CHI (Association for Computing Machinery, special interest group on Computer Human Interaction).
The document introduces building a data science platform in the cloud using Amazon Web Services and open source technologies. It discusses motivations for using a cloud-based approach for flexibility and cost effectiveness. The key building blocks are described as Amazon EC2 for infrastructure, Vertica for fast data storage and querying, and RStudio Server for analytical capabilities. Step-by-step instructions are provided to set up these components, including launching an EC2 instance, attaching an EBS volume for storage, installing Vertica and RStudio Server, and configuring connectivity between components. The platform allows for experimenting and iterating quickly on data analysis projects in the cloud.
Akendi is an experience design, research, and strategy firm focused on creating intentional experiences for products, services, and spaces. They take an end-to-end approach to experience design, considering the full experience from a customer's awareness through purchase, use, and recycling. Their services include strategy, experience research through methods like ethnography and personas, experience design including information architecture and visual design, and testing.
This document discusses revolutionizing the user experience through Oracle's products. It outlines that Oracle aims to provide a modern user experience through seamless integration of functionality and user interfaces in its WebCenter Suite. This suite provides capabilities for portals, websites, composite applications, social collaboration, and content management to enable productive and efficient work. It supports both business users and IT developers through tools for rapid development and management of customizable solutions.
This document discusses the evolution of intranets and the rise of Web 2.0 and Enterprise 2.0 technologies and concepts. It defines intranets as private internal networks that use internet technologies to provide services and applications to employees. Intranets help provide access to company resources and support communication, collaboration, and knowledge sharing among employees. Web 2.0 emphasizes user participation, openness, social networking, and harnessing the "wisdom of crowds." As intranets adopt these new technologies and principles, they are evolving from early informational stages to more advanced collaborative platforms known as Enterprise 2.0.
Similar to 2010.2.10 ponencia services design for people (20)
1. Services Design for People (Paper #innovación
Parque de 7 )
by Rafael Zaballa La Salle Innovation Park of Services for People
Geneva 19.2.2010
1
IESS 1.0
La Salle Parque de Innovación de Servicios para las Personas
2. From the Book by Prof. John Heskett “Design, a Very Short Introduction”
2 La Salle Parque de Innovación de Servicios para las Personas
3. “Designing is a structured working process to create objects,
images, spaces, services and innovative entrepreneurial
strategies. Designing is defining the structural and functional
characteristics and appearance (physical, use, and symbolic
functions as well as psychological aspects) of a product to suit its
mission at maximum effectiveness and efficiency”.
(Fundación Cotec, 2008).
3 La Salle Parque de Innovación de Servicios para las Personas
4. “THE WHOLE PRODUCT”
Perceived
Product
(AP + Subjective intangibles)
Augmented
Product
(RP + warranty + aftersales service
+ delivery conditions)
Real
Product
(BP + brand + packing
labelling + other tangibles)
Basic
Design Product
(idea or basic need
to satisfy)
4 La Salle Parque de Innovación de Servicios para las Personas
5. Utility is a subjective product quality that refers to its capability to solve customers’
needs and therefore it is a measure of product’s perceived value for customer
Possession Utility
Place Utility Time Utility
Information Utility
Form Utility
5 La Salle Parque de Innovación de Servicios para las Personas
6. BUT!
Services are not possessed
Services are unstable systems
Time and place full availability cannot
be guaranteed
It’s the experience!
6 La Salle Parque de Innovación de Servicios para las Personas
7. The Role of Design in Creating the Experience
7 La Salle Parque de Innovación de Servicios para las Personas
8. Traditional Design Perfomance Axes
1. Objects 2. Environments
3. Communication 8
4. Identities
La Salle Parque de Innovación de Servicios para las Personas
9. Two (2) more axes for Design Performance
5. People 6. Proceses
Because designing Services is not about how things are going to be, but
how they are going to happen
9 La Salle Parque de Innovación de Servicios para las Personas
10. Service Design Performance Axes
5. People
2. Environments
1. Objects
Services Design
4. Identities
3. Communication
6. Processes
10 La Salle Parque de Innovación de Servicios para las Personas
11. A Framework for Creating Experiences
“A Framework fo Continuous Improvement”
Experiences
Interactions
Contact Points
Procedures
Infrastructures
Design with a bidirectional flow
to reach an efficient service and
satisfactory experiences
Adapted from Peter Merholz (Adaptive Path)
11 La Salle Parque de Innovación de Servicios para las Personas
12. Are we sure we know who our customer is?
12 La Salle Parque de Innovación de Servicios para las Personas
13. Services Design for a Complex World
Interrelated Services (Requires a Systemic approach)
13 La Salle Parque de Innovación de Servicios para las Personas
14. Services Design for a Complex World
Values as a starting point to create Value
14 La Salle Parque de Innovación de Servicios para las Personas
15. Strategic Design
Company Strategy
Shared Knowledge & Values
Infrastructures
Technology and Facilities
Bidirectional Flow
Activitiy
“6 Design Axes”
For how things
will Happen
Marketing
Processes
Products
People
C.S.R.
Stakeholders Interactions
People Systems
15 La Salle Parque de Innovación de Servicios para las Personas
16. “Design is the priceless capability of transforming an idea into
something of value for people and consequently it is the seed for exchange”
SOLUTIONS
T
H
Knowledge
O A
U
G
Values C
T
H
T Values
Skills
I
O
N
NEEDS
16 La Salle Parque de Innovación de Servicios para las Personas
17. Conclusions:
Design is the step of the innovation cycle that turns the idea into a
value proposal
We have made the leap from utility to customer experience
We have marked six axes for Services Design Performance
Designing Services means giving answers to complexity
Values are a good starting point to create value (affordable,
adequate, accessible and available services)
Strategic Design Approach
Design as an important competitivity asset to be promoted in every
country and region
17 La Salle Parque de Innovación de Servicios para las Personas
18. 18 La Salle Parque de Innovación de Servicios para las Personas