Anne Van Lieren from Livework, speaks at SDGC19 in Toronto.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
The nudge theory has received great attention in the last years but the majority of the applications remain limited to academic journals and lab tests. In a guest lecture at the Norwegian School of Economics, Liveworker Anne van Lieren will show students how we apply proven behavioural principles and nudges to real-world cases. In the lecture she will discuss several client cases to illustrate our best practices.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
Digital technologies have dramatically shifted the way customers transact with businesses. They are hugely effective to facilitate transactions and provide customer convenience and cost savings. However, this does create the risk that customers will become more distant from businesses. At Livework we are building more human digital services to create relationships between customers and organisations. A digital customer relationship is a mechanism to build trust and familiarity that has a much higher potential to satisfy customers and keep them loyal.
Humanising Technology to Improve Customer Experience Livework Studio
In this presentation you will find a framework that will show you how to humanise technology through a service design process that balances the needs of the business, the customer and the organisation.
Digital will be on the business agenda for the foreseeable future. Using service design thinking can bring another level of capabilities to organisations by bringing in the crucial human perspective that makes any digital endeavour more relevant.
Nudging Consumer Behavior by Martin Janzen from Simon Kutcher & Partnersrobusta
Human beings are not robots. However, many business deal with their customers as rational decision makers. Observing customer behavior is key, even more in the digital world. Using behavioral nudges along the customer and sales journey, increases your TopLine significantly.
Mobile Day - How mobile influences the customer journeyWijs
Let there be no doubt: mobile should be prominent in every digital strategy today. Actually you should even start all reasoning from "mobile first". But the concept "mobile" is not a technology, nor is it a specific device with it's specific screen size. Mobile stands for the fundamental change in the decision making process of consumers. Using this insight as the base of all your strategies will deliver results. We dig deeper into this strategic approach during this presentation.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
The nudge theory has received great attention in the last years but the majority of the applications remain limited to academic journals and lab tests. In a guest lecture at the Norwegian School of Economics, Liveworker Anne van Lieren will show students how we apply proven behavioural principles and nudges to real-world cases. In the lecture she will discuss several client cases to illustrate our best practices.
Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.
Digital technologies have dramatically shifted the way customers transact with businesses. They are hugely effective to facilitate transactions and provide customer convenience and cost savings. However, this does create the risk that customers will become more distant from businesses. At Livework we are building more human digital services to create relationships between customers and organisations. A digital customer relationship is a mechanism to build trust and familiarity that has a much higher potential to satisfy customers and keep them loyal.
Humanising Technology to Improve Customer Experience Livework Studio
In this presentation you will find a framework that will show you how to humanise technology through a service design process that balances the needs of the business, the customer and the organisation.
Digital will be on the business agenda for the foreseeable future. Using service design thinking can bring another level of capabilities to organisations by bringing in the crucial human perspective that makes any digital endeavour more relevant.
Nudging Consumer Behavior by Martin Janzen from Simon Kutcher & Partnersrobusta
Human beings are not robots. However, many business deal with their customers as rational decision makers. Observing customer behavior is key, even more in the digital world. Using behavioral nudges along the customer and sales journey, increases your TopLine significantly.
Mobile Day - How mobile influences the customer journeyWijs
Let there be no doubt: mobile should be prominent in every digital strategy today. Actually you should even start all reasoning from "mobile first". But the concept "mobile" is not a technology, nor is it a specific device with it's specific screen size. Mobile stands for the fundamental change in the decision making process of consumers. Using this insight as the base of all your strategies will deliver results. We dig deeper into this strategic approach during this presentation.
In the masterclass customer-journey mapping and innovation, service design plays a major role. Service designer Caroline Beck takes you through a quick course in customer journey thinking, which puts the customer at the center in a practical and applicable way.
If you wonder how your customers perceive your website and navigate through it, EyeSee's advanced technology give answers to following questions:
Completion rate: How many users completed the task?
Navigation: Where do they click? Where do you lose them?
Eye tracking: What attracts the attention?
Facial coding: What do they feel? When are they frustrated?
A knowledge session conducted at BHIVE and its connected workspace fraternity drawn from amongst startups to SMBs and large companies - the focus was to provide an understanding of what it means to embark on Digital Transformation for the Enterprise and then for each one of us as Individuals. Digital as a term is used very loosely and it's time to dispel some of the myths.
For the reader, know that this provides a high level perspective and is by no means intended to completely address the topic of Digital Transformation. There's also a section on what it means for individuals to continually evolve their brand, and this is also constantly changing as newer tools of relevance emerge.
This piece of work was presented mostly in a personal capacity, and the document has attributes and citations where needed.
One Africa Network Webinar: Design Thinking and Innovation - Staying Ahead o...SSCG Consulting
On Thursday 30 July 2020, One Africa Network (OAN) live discussion webcast on Design Thinking and Innovation: Staying Ahead of the Curve to discuss and share thoughts, experiences, perspectives and solutions on innovative ways to transform for growth, design thinking application, new innovative way to problems solving and generating innovative ideas.
Panel speakers included:
- Dr Chloe Sharp - Marketing Director at Combine AI
- Alae Ismail - Innovation and Entrepreneurship Manager at Imperial College London
- Genevieve Leveille - Principal Founder and CEO of AgriLedger, Innovative Entrepreneur and 2019 FT Top 100 BAME in Technology in UK
- Nick Jankel - Founder and CEO of Switch On: The Transformational Leadership and Life Enterprise, Co-Founder and Chairperson, FutureMakers and Visiting Lecturer at Yale University, Sciences Po, UC Berkeley, LBS, Oxford University, UCL
- Dr William Murithi FHEA. - Lecturer in Entrepreneurship at De Montfort University
- Georgie Manly - Senior Innovation Consultant at Human Innovation
Startup Cities-Smart Cities: how can we merge the concept of lean startup with smart cities ?
Georgia Voudouri, Maria Sfyraki, Angeliki Zervou, Georgia Psychogyiou, Ilira Aliaj, Katerina Papathanasiou
Panteion University of Social and Political Sciences
Our annual Trends report is born from plenty of Post-it notes, more coffee than we care to mention, lots of healthy debate and quite a few laughs.
Trends is always a laborof love, crowdsourced from Fjordians (all 1,000 of us) from around the world –from San Francisco to Berlin, Hong Kong to Johannesburg, Dubai to São Paulo, and 22 other places in between.
This process results in the trends we expect to affect business, technology and design in the year ahead.
In this edition we want to talk about a new reality, one that dares to think about a present with less friction, or even with no friction at all in our digital experiences, in which all of us can interact with smart applications, seamless ecosystems, and products that are aware of our context.
The Digital Insurer presented at this conference on 18th June 2014.
The aim of the presentation was to look at the digital trends that are impacting health insurance and to explore how digital thinking can transform face-to-face sales of health insurance in Asia as well as develop new business models.
Visit the-digital-insurer.com for more information on digital insurance in Asia
Rational overrides: influencing behaviour beyond nudgingLivework Studio
Service organisations struggle to understand and change customer behaviour since it is complex, dynamic, multidimensional and very often not rational. Behavioural sciences can provide us with the ability to fundamentally understand, predict and guide customer behaviour. While service designers increasingly use nudging interventions, we propose that different efforts are needed to increase the chances of having a durable impact.
We introduced rational overrides as an additional approach for influencing behaviour in services at the DRS conference in Limerick. Rational overrides introduce micro moments of friction in the customer journey, which makes customers more active and aware.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
BA and Beyond 19 - Susanne Schmidt-Rauch - Deeper business analysis by user e...BA and Beyond
When we received a future business process description using a conventional process diagram in order to represent an overview of the requirements for a financial advisory tool, we felt that business analysts did not want us - the user experience specialists - to start with "our" work.
We convinced them to use a series of 3 workshops implementing scenario-based development (tell the story of the process from the users' perspective) and a special design-studio technique (visually brainstorm on most difficult design challenges) to their project procedure.
The result was a more qualified future business process, a deeper understanding of the context of use and a tangible paper prototype, ready to be tested by and with users.
This presentation is from Performance Marketing Summit (May 18, 2015 in Boca Raton, FL). Session description: Marketers need the right tools for precise attribution. I will cover some of these platform insights, strategies to further understand channel effectiveness, and tools to optimize campaign management.
Virtual sdgc20 | oct 22 23, 2020 | washington dc chapter spotlightService Design Network
Chapter Spotlight | Map Your Own Monuments
Washington, D.C. is known for its intentionally designed monuments, museums, and National Mall. How might we commemorate the notable moments, spaces, and histories of your life during COVID? We will lead a hand-drawn map-making exercise where people sketch out their quarantine world and what things and spaces give the marker to memory. Is it the teetering pile of growing containers from food delivery? The dusting graveyard of work shoes in your closet? The curated backdrop for your Zoom calls? We will encourage people to let loose and will suggest visual cues to produce a paper map of the moments and objects that make up our pandemic existence.
More Related Content
Similar to Customer Behaviour by Design - Influencing Behaviour Beyond Nudging | Anne van Lieren | livework
If you wonder how your customers perceive your website and navigate through it, EyeSee's advanced technology give answers to following questions:
Completion rate: How many users completed the task?
Navigation: Where do they click? Where do you lose them?
Eye tracking: What attracts the attention?
Facial coding: What do they feel? When are they frustrated?
A knowledge session conducted at BHIVE and its connected workspace fraternity drawn from amongst startups to SMBs and large companies - the focus was to provide an understanding of what it means to embark on Digital Transformation for the Enterprise and then for each one of us as Individuals. Digital as a term is used very loosely and it's time to dispel some of the myths.
For the reader, know that this provides a high level perspective and is by no means intended to completely address the topic of Digital Transformation. There's also a section on what it means for individuals to continually evolve their brand, and this is also constantly changing as newer tools of relevance emerge.
This piece of work was presented mostly in a personal capacity, and the document has attributes and citations where needed.
One Africa Network Webinar: Design Thinking and Innovation - Staying Ahead o...SSCG Consulting
On Thursday 30 July 2020, One Africa Network (OAN) live discussion webcast on Design Thinking and Innovation: Staying Ahead of the Curve to discuss and share thoughts, experiences, perspectives and solutions on innovative ways to transform for growth, design thinking application, new innovative way to problems solving and generating innovative ideas.
Panel speakers included:
- Dr Chloe Sharp - Marketing Director at Combine AI
- Alae Ismail - Innovation and Entrepreneurship Manager at Imperial College London
- Genevieve Leveille - Principal Founder and CEO of AgriLedger, Innovative Entrepreneur and 2019 FT Top 100 BAME in Technology in UK
- Nick Jankel - Founder and CEO of Switch On: The Transformational Leadership and Life Enterprise, Co-Founder and Chairperson, FutureMakers and Visiting Lecturer at Yale University, Sciences Po, UC Berkeley, LBS, Oxford University, UCL
- Dr William Murithi FHEA. - Lecturer in Entrepreneurship at De Montfort University
- Georgie Manly - Senior Innovation Consultant at Human Innovation
Startup Cities-Smart Cities: how can we merge the concept of lean startup with smart cities ?
Georgia Voudouri, Maria Sfyraki, Angeliki Zervou, Georgia Psychogyiou, Ilira Aliaj, Katerina Papathanasiou
Panteion University of Social and Political Sciences
Our annual Trends report is born from plenty of Post-it notes, more coffee than we care to mention, lots of healthy debate and quite a few laughs.
Trends is always a laborof love, crowdsourced from Fjordians (all 1,000 of us) from around the world –from San Francisco to Berlin, Hong Kong to Johannesburg, Dubai to São Paulo, and 22 other places in between.
This process results in the trends we expect to affect business, technology and design in the year ahead.
In this edition we want to talk about a new reality, one that dares to think about a present with less friction, or even with no friction at all in our digital experiences, in which all of us can interact with smart applications, seamless ecosystems, and products that are aware of our context.
The Digital Insurer presented at this conference on 18th June 2014.
The aim of the presentation was to look at the digital trends that are impacting health insurance and to explore how digital thinking can transform face-to-face sales of health insurance in Asia as well as develop new business models.
Visit the-digital-insurer.com for more information on digital insurance in Asia
Rational overrides: influencing behaviour beyond nudgingLivework Studio
Service organisations struggle to understand and change customer behaviour since it is complex, dynamic, multidimensional and very often not rational. Behavioural sciences can provide us with the ability to fundamentally understand, predict and guide customer behaviour. While service designers increasingly use nudging interventions, we propose that different efforts are needed to increase the chances of having a durable impact.
We introduced rational overrides as an additional approach for influencing behaviour in services at the DRS conference in Limerick. Rational overrides introduce micro moments of friction in the customer journey, which makes customers more active and aware.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
BA and Beyond 19 - Susanne Schmidt-Rauch - Deeper business analysis by user e...BA and Beyond
When we received a future business process description using a conventional process diagram in order to represent an overview of the requirements for a financial advisory tool, we felt that business analysts did not want us - the user experience specialists - to start with "our" work.
We convinced them to use a series of 3 workshops implementing scenario-based development (tell the story of the process from the users' perspective) and a special design-studio technique (visually brainstorm on most difficult design challenges) to their project procedure.
The result was a more qualified future business process, a deeper understanding of the context of use and a tangible paper prototype, ready to be tested by and with users.
This presentation is from Performance Marketing Summit (May 18, 2015 in Boca Raton, FL). Session description: Marketers need the right tools for precise attribution. I will cover some of these platform insights, strategies to further understand channel effectiveness, and tools to optimize campaign management.
Virtual sdgc20 | oct 22 23, 2020 | washington dc chapter spotlightService Design Network
Chapter Spotlight | Map Your Own Monuments
Washington, D.C. is known for its intentionally designed monuments, museums, and National Mall. How might we commemorate the notable moments, spaces, and histories of your life during COVID? We will lead a hand-drawn map-making exercise where people sketch out their quarantine world and what things and spaces give the marker to memory. Is it the teetering pile of growing containers from food delivery? The dusting graveyard of work shoes in your closet? The curated backdrop for your Zoom calls? We will encourage people to let loose and will suggest visual cues to produce a paper map of the moments and objects that make up our pandemic existence.
Talk | Full Stack Service Designers: Why Designers Don’t Equal a User Centered Organisation
Everyone of us designs on a daily basis. Our everyday micro decisions add up to the overall experience our users have. Whether it’s how you finance the products, what your outcome measurements are to what your staff deliver on the ground, we all impact the user experience.
It’s easy to believe that the size of your team and design system is a measure of how much your organisation has invested in design. But when you look beyond the invisible boundaries of your team and platforms, does everyone in the business really have a literacy of what good products and services look like?
Workshop | Planet Centric Impact Mapping
As designers, we are part of creating or redesigning products and services for real people, that will experience them. Even if we don´t think about it, each decision we make will affect someone, and too often we have a narrow perspective on who that someone is. In this workshop, you will learn more about the unintended consequences of design, and who it is important to reflect on the unintended consequences of design for people, society and the planet. So, how do we become more aware of the potential and the power within each decision?
Using a real project case, and split into groups, Idun Aune and Emily Lin will introduce some concrete tools on how to investigate the impact, positive or negative, of your concept. They will then teach you how to build impact strategies to address these impacts; either to reduce negative ones or enhance positive ones.
By the end of the workshop, you will be more aware of, and equipped to take responsibility for what you create, and control how you use design.
Virtual SDGC20 Workshop | Oct 23, 2020 | Dungeons and designers play baseService Design Network
Workshop | Dungeons and (Service) Designers: Play-Based Worldbuilding With Research
PlayBase is a game/workshop format that allows participants to speculate on possible situations and take on different skillsets to problem-solve as a team. In this workshop Kokaew Wongpichet and Molly Oberholtzer are taking participants through the session from characters creation, game session and reflections on design application.
Workshop | Control Wars: A Participatory Worldbuilding Game
The virtual edition of SDGC20 Control Wars (CW) Game will offer participants a means to shape tomorrow by engaging with systems change, plural social imaginaries and narrative pathways for transition through embodied play.
Grace Turtle will introduce ways in which CW tools and techniques can be used to step outside the limitations of bounded rationality to explore the unknown and collaboratively model alternative and more sustainable ways of being, that directly respond to the various crisis edging on our present.
Talk | Trust as a Design Material
Great products build on great relationships. Great relationships are built on trust. Trust is what allows us as humans to make decisions. For every experience we deliver, trust is an integral part of every interaction we design.
In this talk Louise Vittrup ill explore perspectives in trust throughout the design process. How can we work with the grain of trust and ethics in order to create a more trustworthy future, more engaging experiences, and deepen our relationship with our customers?
Virtual SDGC20 | Oct 22 23, 2020 | The consequences in service designService Design Network
Talk | The Consequences in Service Design
Service design as an emergent discipline often focuses on what's knowable to improve systems and devise structures of change across industries. What happens when crisis strikes? Is resilience inherently part of service design? In this talk, Ron Bronson will explore the consequences of touchpoints and how research influences the lens we use to frame and measure outcomes.
Virtual SDGC20 | Oct 22 23, 2020 | Service Design is everybody s businessService Design Network
Talk | Service Design is Everybody's Business
What if service design was everybody’s business and not only that of formally trained designers?
Sustainable design relies upon partnerships with non-designers and their understanding of the value of service design is critical for success. At Kaiser Permanente, the largest nonprofit healthcare provider in the USA serving 12.5+ million patients, we are democratizing the methods and mindsets of design as a core competency to enable staff to problem solve in radically different ways, transform culture, and extend design to create lasting impact.
Virtual SDGC20 | Oct 22 23, 2020 | Karma Chameleon - getting to grips with cu...Service Design Network
Talk | Karma Chameleon – Getting to Grips With Culture Club
How do we design a culture that works for everybody, but doesn’t try to pretend to be something that it’s not?Transformation is riddled with hurdles, barriers and blockers. When we begin on a transformation journey, how often do we ask ourselves if we need culture change or if we simply need to adapt?
When we’re faced with the task of mammoth shifts in organisations, how can we bring people on the journey? How can we make sure that we use the best design thinking principles to design a culture that helps people to be themselves and deliver their best work?
Let’s talk through how we can consciously design cultures to support people and to deliver the best work possible. Let’s think through the roles we need and understand the impact that culture can have at an individual, team and organisation wide level.
Talk | Design As Dissent
Dissent has historically been a driving force behind change throughout history, bringing the voices of the under-represented out of obscurity, and challenging convention.
In this talk, Carol Yung and Rubia Sinha-Roy reflect on the role dissent has played in their journeys as service designers, and ultimately, as agents of change. They’ll share insights on how they’ve learnt to harness dissent to activate change and how they’ve used acts of dissent to deliver interventions that create a better future.
Power and Service Design: Making Sense of Service Design's Politics and Influ...Service Design Network
In this talk, Gordon Ross will discuss different partnership models that exist between organizations and consultants collaborating on service design initiatives. He will reflect on his experience as a service design consultant across a wide range of private and public sector projects, highlighting challenges faced along the way.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Clara Bidorini | The Missing Framework Between Startups and Corporations | KyvoService Design Network
Clara Bidorini, speaks at SDGC19. Clara Bidorini is a social entrepreneur and strategic designer. She coordinates Corporate Acceleration and Organizational Innovation Programs at Kyvo, and teaches Strategic and Business Design in Brazil.
Often misunderstood among entrepreneurs, Service Design has proved to be a relevant approach to help corporations and startups to craft solutions together and improve dialogues within their ecosystems. From blockchain to beauty market, the method has proved to be successful not only in leading startups to seek deeper validation of their hypotheses, but also in convincing corporations to pursue data oriented solutions, instead of the usual dogmas.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Members Event
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Play & Work: How Tangibles Offset Design Thinking Flaws | Annemarie Lesage | ...Service Design Network
Annemarie Lesage, a current lecturer from HEC-Montréal, speaks at SDG19 in Toronto.
Design thinking is great, but it will not magically transform an organization from product to service provider (... i.e. the next UBER!). For DT to deliver, the divergent and convergent ideation phases need to both be optimized. This presentation, based on academic research and practical case studies, is about the DT challenges we met while accompanying organisations in this evolution toward providing services: Making sure the divergent phase was really divergent and the convergent phase indeed converged towards innovative, realistic win-wins.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
A Tiny Service Design History | Daniele Catalanotto | Swiss Innovation AcademyService Design Network
We often talk about the future of Service Design. What will AI bring to it? How will machine learning change our practice? But often, we lack the basic understanding of our past. What’s the first service that ever existed in history? How old is really co-creation? In this fun talk, Daniele shares key stories about the history of our field. Starting with 10,000 BC up to 2019. This little journey will show how Service Design stole ideas from psychology, politics and even philosophy.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
John Powell from Hypergiant speaks at SDGC19 in Toronto.
Despite our best intentions, contemporary design practice increases inequity, erodes privacy, and decays happiness. Human centered design methods are assumed to be inherently self-correcting and technology and data to be neutral, but this has proven to be far from true. Let's interrogate design practice and explore more ethical methods.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Julie Guinn from Elseiver speaks at SDGC19 in Toronto.
For designers working in complex systems environments--healthcare, finance, government and education, to name a few--success depends as much on understanding and anticipating how users will interact with a design, as on how the design will interact with the environment in which it is deployed. Failure to diagnose and address underlying system dynamics can leave even the most promising and well-intentioned ideas struggling to gain adoption, or worse, facing outright rejection. This talk will introduce the basic elements of systems, their unique characteristics and behaviours, examples of how they manifest in organisations and industries and specific implications for the design process. Finally, we'll explore a set of highly accessible methods and frameworks designers can use to navigate everyday systems complexity.
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Getting Involved: How to Embed and Manage Service Design in Large Organisatio...Service Design Network
Niels Corsten from Koos Service Design speaks at SDGC19 in Toronto.
'In this talk, I will be sharing the Service Design Maturity Model, a framework that gives structure and helps large organisations to implement and scale service design. I will elaborate on the different maturity stages and four identified factors that indicate the maturity of your organisation and serve as guidelines for further maturation. Using a range of real-world cases, we will share our thoughts on common barriers to maturation and share strategies on how to grow your company’s maturity.'
Become a member!
https://www.service-design-network.org
Follow us on Twitter: https://twitter.com/sdnetwork
Or on LinkedIn: https://www.linkedin.com/company/2933277
Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/
Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
3. 3
People behave irrational most of the
time - but we can design for it.
Organisations assume people
make well thought through
decisions, but they don’t.
5. 5
Behaviour follows from how people decide to act
People use two mindsets when making decisions
Subconscious
mindset
Rational
conscious mindset
6. 6
We use our subconscious mindset 95% of the time
95% of
the time
on
autopilot
...only
5% of
the time.
Subconscious
mindset
Rational
conscious mindset
7. 7
Let’s do an experiment
What is the color of the following things?
15. 15
Using cognitive patterns to influence behaviour
Our actions are
subconsciously
influenced by the
behaviour of others
“Nine out of ten people in your area
have paid their tax on time”
From 67% to 83% of late tax payers
that responded
https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/60539/BIT_FraudErrorDebt_accessible.pdf
16. 16
Influencing behaviour by facilitating the auto-pilot
Nudging
Influencing behaviour
unconsciously
Subconscious
mindset
Rational
conscious mindset
17. 17
Applying “nudge theory” in the real world
2 3
1
Academic journals, research
and (isolated) experiments
Real world problems, contexts
and user behaviour
18. 18
Influence behaviour on the (sub)conscious level1
Rational override
Make people
conscious & aware
Subconscious
mindset
Rational
conscious mindset
Nudging
Influencing
behaviour
subconsciously
23. 23
Influencing behaviour on 2 levels
Extra decision points -
rational override
Plan journey
Travel
without a
ticket
Ticket
inspection
Pay penalty
or receive
ticket
Considering
to complain
Submit a
complaint
Settlement /
Refusal
Everyday life
Priming - nudge
Checklists - rational
override
Penalty
Fare
Receipt
Social norm - nudge
Customer
Journey
1
24. 24
Micro moments of friction to let people stop & think1
https://www.nsb.no/en/about-nsb/contact-us/penalty-fare
Complaints were
reduced by more
than 70%.
25. 25
Combining interventions at the right moment in a
customer journey
Use nudges and rational overrides to either speed up or slow down the user’s momentum
RATIONAL
OVERRIDE
RATIONAL
OVERRIDE
NUDGE
2
26. 26
Using physical, digital and interactive interventions2
Plan journey
Travel
without a
ticket
Ticket
inspection
Pay penalty
or receive
ticket
Considering
to complain
Submit a
complaint
Settlement /
Refusal
Everyday life
Penalty
Fare
Receipt
Customer
Journey
Physical DigitalInteractive
27. 27
Design tailor-made interventions and optimize through
prototyping
3
Select ‘proven’ behavioural
intervention strategies
Apply it to the context and
design fitting solutions
Prototype with users to find
the optimal form to
operationalise it
29. 29
Apply it to the context and design fitting solutions3
2 3
1
Commitment
contract
Social norm Extra decision point
A/B tests among 7000 users
showed significant reduction of
6% in fraud & improved the
customer experience.
30. 30
Many iterations to get the design right3
Intervention strategy:
Social Norm
Anne, did you know that almost all our insurance
customers provide an honest and accurate
description of what has happened?
Hi Anne!
Unsure of what we want you
to hand in or explain? Please
ask us, we are here!
31. 31
1
Three key principles that underpin our approach
Influence behaviour
on the (sub)
conscious level
2
Insert reinforcing
combinations over
time and
touchpoints
3
Design tailor-made
interventions and
optimize through
prototyping
32. 32
This bridge can help designers from being
intuitively competent to surgically
effective