Design Thinking in Service Design
The case study of applying design thinking methods for nonprofit organization Glide. This presentation was created for the course on Design Thinking at Kyiv-Mohyla Business School. -- GLIDE is a local organization located in the heart of Tenderloin, San Francisco, providing basic needs to the less fortunate. GLIDE is well known for its meal programs, not to mention other free services that it offers, such as harm reduction services, rental assistance, shelter information, etc. However, not a lot of people who frequently come to GLIDE are informed about these services. The main Glide building is very old and the rooms throughout all 6 floors have taken on multiple purposes over time (storage closet in the boardroom). Glide offers an immense range of services in different rooms at different times and it can be confusing for visitors to know where to go for a specific service or even be aware of all of the services available. The lack of a reception desk in the lobby or a clear indicator of where to go (or who to talk to) can leave people feeling disoriented. The output of this project was the recommendations for viable improvements that Glide can make to its welcome experience.
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Design Thinking in Service Design
- 1. Design thinking in service design Anna Iurchenko
- 2. Anna iurchenko UX Designer Design Mentor San Francisco @anatinge
- 6. HOW MIGHT WE IMPROVE THE WELCOME EXPERIENCE AMONG NEW CLIENTS, RETURNING CLIENTS AND VOLUNTEERS?
- 13. Who is the client/user?
- 14. Interview Observation Surveys Who is the client/user?
- 19. Know their stories Jonathan - 40-50 years old - after his parents died he got depressed and started to use drags - first come to Glide to find a shelter - live on the streets around 6 months - wants to get back to normal life but don’t know how
- 20. Know their stories Eva - around 60 years old - ex-military - coming to Glide for around one year - took a computer class at Glide - visiting dinners & breakfasts for elderly in Glide - dreaming to meet Oprah
- 21. • make notes • smile • ask open-ended questions • get to know their stories and feelings • listen more than you talk
- 22. • don’t speak about your product • don’t ask the leading questions • don’t ask about behavior in a future • don’t ask YES/NO questions • don’t argue
- 24. What I heard What I saw What surprised 10 minutes One idea per sticker
- 26. existing clients volunteers & sponsors new clients
- 27. Persona template
- 30. Journey map
- 31. Design process
- 36. Design Process
- 39. improve the current calendar through design system utilize the new design system to enhance way-finding promote existing services through entering experience
- 40. PROTOTYPING BRINGING IDEAS TO LIFE
- 44. SERVICE ORIGAMI
- 47. Design Process
- 55. Design is the process that should involve everyone who somehow connected to your product or service. Not only the people with the word “designer” in their title.