Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Midwest UX '12: Mapping the ExperienceChris Risdon
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I talk about orchestrating touchpoints and their channels through experience maps. I review an experience mapping framework that includes key components and how they’re used for designing for a multi-touchpoint experience. The presentation discusses the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
From the UX Week description:
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?! Then this workshop is for you! Except that in this workshop, we will throw out the buzz words and provide a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. We will focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We will explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Midwest UX '12: Mapping the ExperienceChris Risdon
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I talk about orchestrating touchpoints and their channels through experience maps. I review an experience mapping framework that includes key components and how they’re used for designing for a multi-touchpoint experience. The presentation discusses the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
From the UX Week description:
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?! Then this workshop is for you! Except that in this workshop, we will throw out the buzz words and provide a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. We will focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We will explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Invited talk given at the Google Local Ads Forum in London and Hamburg. Setting the stage about where we're at with local, why local is often thought to be hard and how far we have to go.
Tripresso 旅遊咖 business engagement (福委會)洽談
Agenda
1. market status and customer issues
2. Tripresso - value proposition & working mechanism
3. Tripresso - how to find a fitted tour
4. Special give for company
Centennial College (http://www.centennialcollege.ca) post-graduate students in Children's Entertainment were asking me for additional resources/reference material on UX/UI, while the incoming post-graduate students in Interactive Digital Media were asking for reference/resource materials to review before they start for the new semester. This is what I created for them all!
Part six of my series of articles about how to improve your practice. In this article I discuss how your marketing activity should be integrated with your team.
Medizintechnik finden: kaufen und verkaufen Sie Ihre Geräte. yellowmed.com ist die Vermittlungsplattform für den Vertrieb Ihrer neuen und gebrauchten Medizintechnik. Testen Sie uns: ein Geräteinserat ist kostenlos!
Invited talk given at the Google Local Ads Forum in London and Hamburg. Setting the stage about where we're at with local, why local is often thought to be hard and how far we have to go.
Tripresso 旅遊咖 business engagement (福委會)洽談
Agenda
1. market status and customer issues
2. Tripresso - value proposition & working mechanism
3. Tripresso - how to find a fitted tour
4. Special give for company
Centennial College (http://www.centennialcollege.ca) post-graduate students in Children's Entertainment were asking me for additional resources/reference material on UX/UI, while the incoming post-graduate students in Interactive Digital Media were asking for reference/resource materials to review before they start for the new semester. This is what I created for them all!
Part six of my series of articles about how to improve your practice. In this article I discuss how your marketing activity should be integrated with your team.
Medizintechnik finden: kaufen und verkaufen Sie Ihre Geräte. yellowmed.com ist die Vermittlungsplattform für den Vertrieb Ihrer neuen und gebrauchten Medizintechnik. Testen Sie uns: ein Geräteinserat ist kostenlos!
Para ofrecer la mejor experiencia al usuario de TFTs en exterior, la legibilidad del display debe estar asegurada. En Monolitic ofrecemos la opción de añadir distintas capas de montaje (LCD, filtros, sensores táctiles, cristales antivandálicos...) aumentando así la visibilidad de nuestras TFTs.
Designing for Holistic Cross Channel ExperiencesSamantha Starmer
UX Israel Studio 2013 workshop. Much of the structure and content is similar to other workshop presentations I've posted, but there are some new examples and exercises.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
The Elephant and the Dassie: A Tale of Evolution and KinshipKerry-Anne Gilowey
The evolution of our work and environment has produced new relationships between disciplines, within digital teams, across organisational verticals, in our local design and tech community, and across borders. I gave this talk as the keynote presentation at the UX Craft conference in Cape Town, South Africa on 4 October 2014.
Responsive Design and Development "Gotchas"Andrew Malek
This session explores why choosing a good responsive framework, while assisting in development and ensuring a consistent look-and-feel, is just one piece of the much larger process of creating a truly engaging website or web application. Topics include why using the latest swiping motion du jour may not immediately make sense to all users, how a site's layout and content must truly be thought of as an architecture project to get the most "bang for the buck", and what problems that interactivity in the form of form entry can result in driving potential users and customers away, never to be seen again.
We carry a screen with us at all times, yet technology is already evolving beyond the screen. We must design beyond screens to ensure we can be leaders wherever, whenever and however interactions are going.
This workshop provides examples of where expertise should be leveraged beyond where many designers are currently involved and how to begin.
Artificial Intelligence seems to be all around us, and many organizations are feeling the pressure to implement AI solutions. But like with any technology, especially the emergent ones that get a lot of buzz, it’s critical to let your business and consumer needs lead the technology, not the other way around.
I believe that it is the IA practitioners in an organization who can and should be the ones leading when AI and machine learning makes sense, which interactions it can best support, and how to architect and design those interactions so that they best support humans – whether those humans are employees, end consumers or citizens.
In this talk I will ensure we all understand why we should be forefront in creating AI experiences, why they are exciting and yet challenging (and even risky) and how we can immediately get involved.
Designing Customer Centered AI experiences - Dialogkonferansen 2018Samantha Starmer
This presentation discusses why artificial intelligence (AI) needs to be designed from a customer centered point of view, and provides three pillars to use as a foundation for how to do so.
Presentation for Seamless Retail Middle East 2017. Focuses on how to create and execute exceptional retail customer experiences that maximize revenue, increase exposure, and drive consumer satisfaction.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
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.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
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.
2. today
what is cross channel design?
why care about cross channel design
how to think about cross channel design
try cross channel design
start cross-channel design now
3. agenda
9-9:15am introductions
9:15-10am what, why and how
10-10:30am try - tools & first exercise
10:30-11am break
11-11:30am try - tools & second exercise
11:30-12pm try – tools & third exercise
12:15-12:30pm start & wrap up
9. but anytime…
http://www.flickr.com/photos/baggis/4701908515
10. Director, Customer Experience for REI
Experience Design
Information and Content Management
Microsoft, Amazon
Teach at University of Washington
11.
12. who are you?
Manager, Content Strategy Interactive Strategist
UX Designer User Experience Lead
Creative Director Sr. Content Strategist
Senior Interactive Design Graphic Artist
Specialist User Experience Developer
User Experience Manager Senior UX Designer
Information architect UX lead/architect
Interaction designer Creative Manager
Usability Specialist UX Director
Senior UX Designer Co-founder, product-y
design lead/manager
13. who are you?
Range of levels of experience
Some have mostly designed for the web
Some have designed for web and mobile
Some have designed across a large number of digital
devices
Some have incorporated physical
Beginner to Advanced
Let’s share our knowledge and expertise
– we are all learning…
14. what industries do you work in?
Travel Healthcare Technology
Retail High-tech
Building Automation Online recruitment
Entertainment Electrical Distribution
Hospitality, hotels Insurance
Financial services Digital Media and Services
Medical Automotive
Telecom Government
Non-Profit Biotech
15. what do you hope to learn?
ways to branch out into other channels
incorporate retail experience into online
experience
360 degree customer experience learning
considerations in cross-channel
understand new trend
how to get teams from different disciplines
and parts of the company to develop
coordinated effort
16. what do you hope to learn?
how to deal with transitions between
channels
breaking through the "that's our
area/channel, not yours" mentality
within an organisation
how to best communicate and present a
complete cross channel design solution
how to design, where/how to be
consistent in interaction design
17. what do you hope to learn?
strategies or case studies of how product
teams discovered issues in their cross-channel
experiences and how they designed to
improve them
keeping consistency and learning the ins and
outs of cross-channel promotion and design
best practices, pitfalls to avoid, the good...the
bad...and the ugly
45. THIS Valley Medical Center
http://cdn.assets.sites.launchrocketship.com/7a019f65-a5c3-4d32-930
0640affd6f7b/files/de97003a-2719-4f24-bf02-3771bcfd0a72/zvm-east_exterior-afternoo
69. GoPago - place an order before arriving in a
store. Merchant receives on tablet.
http://static2.businessinsider.com/image/5022b7b4eab8ead85c00002d-400-300/gopago-store-sign.jpg
70. Square/Starbucks - don’t
even have to take the phone out
of your pocket or sign a receipt.
https://squareup.com/pay-with-square
73. Virtual Fridge Lock – late night raid
automatically transmits to your social networks
http://www.bangstyle.com/wp-content/uploads/2012/05/e06fc2b0a04a0b1f4c0ad1bc21bcf820-621x465.jpg
74. Fashion Like – real time facebook likes for
each item
http://zapp5.staticworld.net/images/article/2012/05/fashion20like-11356673.jpg
79. integrated
experiences
are
few and far
between
Alexandra Deschamps-Sonsino
http://www.slideshare.net/designswarm/creating-the-internet-of-things
80. entire industries are in
their customer experience
infancy
(…health insurance, TV service, Internet
Service providers, PC manufacturers,
wireless service providers, airlines and credit
card providers.)
2011, Forrester Research, Inc.
81. consumers cited their greatest
frustration as when the
experience does not match the
promise a company made to
them up front.
The New Realities of “Dating” in the Digital Age: Are Customers
Really Cheating, or Are You Just Not Paying Enough Attention?
Accenture 2011 Global
Consumer Research Study
150. street bump
residents use Street Bump to record “bumps” which are
identified using the device’s accelerometer and located using
its GPS
http://www.flickr.com/photos/topsy/188144452
http://www.newurbanmechanics.org
151. which context makes sense?
Not sure how to cancel a class I
registered for online. The
cancellation policy just says what
time frame I need to cancel in, but
not how to do it online. Only
suggestion is to call the store.
Doesn't seem worth the hassle.
REI customer comment
162. some tools
1. employee research
2. environment research
3. make it or break it
4. touchpoint inventory
5. interaction ecology
6. experience mapping
7. experience matrix
163. tips
do early in project
focus on ideation and brainstorming
can be used with many development
methodologies
best to do in cross divisional groups
break down the silos
everyone has valuable perspective
166. employee research
front line employees
ecosystem other employees have to
work within
uncover training issues
uncover system issues
uncover priority user needs
get great ideas
gain buy in
175. environment research
hand in hand with employee research
understand issues with physical
environment
discover experience blockers
find cheaper resolutions than new
technology
also can be conceptual to understand
organizational silos
180. uniform and store room issues
“It is usually in my pocket
and gets caught on the
ladder all the time… I’ve
started leaving it here on
the shelf instead”
188. make it or break it
first define existing experience(s)
use research, customer feedback,
behavioral data
understand where the experience breaks
define where the experience could be
better
which are the worst interactions?
where could delight happen?
197. think about
my as-is experience – what actually happened?
what were my emotions?
where was my experience broken? (sad face)
where could Ameriprise have ‘made’ my
experience? (happy face)
write down the top 5 make or
break opportunities
202. touchpoint inventory
track all ways customers interact with your
organization
can use both for as-is and to-be states
excellent for corralling complex, multi-
channel programs and products
great to use for mapping out needed system
architectures
helpful for non-web/non-technology people
to understand impacts
207. interaction ecology
via Justin Davis
http://www.slideshare.net/jwd2a/toilet-paper-and-information-sharing-designing-compelling-information-ecosystems
208. interaction ecology
inspired by Justin Davis
establish key customer narrative(s)
define the needed interaction to get to each
next step in the narrative
understand the location(s) that interaction
might occur in
identify the touchpoint or device that can
support the interaction and narrative in context
map the needed data and the connections
between interactions
209. interaction ecology
1. define the narrative
2. determine the needed interactions
3. define the interaction location
4. define the touchpoint
5. define the data points
6. identify the connections
7. map the data
219. the narrative
1. accident occurs
2. exchange information
3. tow car
4. get rental
5. get treatment for injuries
6. provide report to insurance
7. get progress report from insurance
8. resolution
227. experience mapping
customer perspective, actions and
reactions throughout interactions
triggers and touchpoints
intangible and qualitative motivations,
frustrations and meanings
can get all points of view on the table
(e.g. is your experience my experience?)
234. experience matrix
uses ‘service blueprint’ from service design as its
inspiration
uses more generally known language to avoid
having to provide terminology to stakeholders
(e.g. front stage/back stage, physical evidence)
goes the next step from defining the experience
to understanding how to support it
use as basis for which systems, people and
processes will be impacted
237. experience matrix
define the experience narrative
determine desired experience
note most convenient channel/touchpoint
for each part of the experience
define the support people and systems
needed
come up with added services or benefits to
‘surprise and delight’
239. experience matrix
define the experience narrative (done)
determine desired experience (done)
note most convenient channel/touchpoint
for each part of the experience (done)
define the support people and systems
needed - remember your data points
services or benefits to ‘surprise and delight’
– remember your ‘make it or break it’ ideas
240. a framework
Narrative – Accident and Insurance story
Accident occurs Exchange Tow car, get rental Report to insurance Progress Report Retrieve Car Resolution
information
experience
Desired
Most convenient
Channel(s)
Support People
Support Systems
Added Service