This is a presentation that serves as an introduction to service design as well as very briefly outlining some techniques and approaches such as blueprinting and prototyping.
If you had five minutes with a user of your product or service what would you ask him or her? Would you even know how to approach that person? Or who to ask? What makes a good interview anyway? Interviewing is both an art and a science, but often, both are overlooked. Taking time to ask the right questions reveals insights into the experiences we design. Everyone is has a story to tell, and everyone has insight that can inform your product, website, or service experience. But if we don’t ask good questions, we’ll lose the valuable input coming directly from the people we’re designing for.
Whether formal or informal, on a shoestring or a big budget, this workshop will give you concrete strategies for conducting interviews to get results you can use. Learn strategies for asking good questions, how to listen (more challenging than you think), get interview technology you need, and find out what the experts are doing in the field. Walk away with practical experience you can use the very same day to inform the products you’re creating.
If you had five minutes with a user of your product or service what would you ask him or her? Would you even know how to approach that person? Or who to ask? What makes a good interview anyway? Interviewing is both an art and a science, but often, both are overlooked. Taking time to ask the right questions reveals insights into the experiences we design. Everyone is has a story to tell, and everyone has insight that can inform your product, website, or service experience. But if we don’t ask good questions, we’ll lose the valuable input coming directly from the people we’re designing for.
Whether formal or informal, on a shoestring or a big budget, this workshop will give you concrete strategies for conducting interviews to get results you can use. Learn strategies for asking good questions, how to listen (more challenging than you think), get interview technology you need, and find out what the experts are doing in the field. Walk away with practical experience you can use the very same day to inform the products you’re creating.
Design in the Age of Synthetic RealitiesAndy Polaine
Presentation at UX Australia 2019
AI-generated and mixed realities are blurring the boundaries of “truth” and challenging how we value it. Synthetic Realities have reached new heights of sophistication, sparking controversy, and also fascination, about its creative possibilities.
Customers will increasingly expect brands to meet them halfway to supplement the realities they desire. Next, they will expect reality to adapt to them in real time without any conscious request. And the role of designers will be to set the stage on which these experiences happen, often curating AI systems rather than designing themselves.
UX practitioners face the double task of designing the interfaces to these new products, tools and services as well as seeing design for digital disrupted as radically as the invention of Photoshop and desktop publishing did three decades ago. If anyone can summon up an entirely generated image or an interface just by speaking its description, what is the future role of the designer?
The mixture of fear and fascination of the power of synthetic media is understandable but wrongly frames its future trajectory. This talk takes a view on synthetic realities not as something brand new, but the latest iteration of a long history of re-defining truth and reality through media manipulation.
Using visually compelling examples from the latest research and work in synthetic and generated media and charting their convergence, we'll see just how quickly they will be absorbed by culture, radically shake-up the fields of design, advertising and marketing in a very short time-frame, and transform the role of future designers and creatives. It raises important questions of design, ethics, and craft that the UX and broader design community will have to find answers to pretty damn quickly.
Looking at the limits, boundaries and fractal nature of service design. Slides from my <a>UX Australia 2016</a> talk. #uxaustralia
(An early version of this presentation was from the Rosenfeld Media & Environments for Humans UX Futures Summit: http://environmentsforhumans.com/2014/ux-futures/. It's been significantly changed now.)
Blueprint+: Developing a Tool for Service DesignAndy Polaine
Presented at the Service Design Network Conference 09 in Madeira. The presentation is about a work-in-progress examining how we can best expand the service design blueprint diagramming to include other critical information such as time and emotional states of the participants in the service.
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.
Design in the Age of Synthetic RealitiesAndy Polaine
Presentation at UX Australia 2019
AI-generated and mixed realities are blurring the boundaries of “truth” and challenging how we value it. Synthetic Realities have reached new heights of sophistication, sparking controversy, and also fascination, about its creative possibilities.
Customers will increasingly expect brands to meet them halfway to supplement the realities they desire. Next, they will expect reality to adapt to them in real time without any conscious request. And the role of designers will be to set the stage on which these experiences happen, often curating AI systems rather than designing themselves.
UX practitioners face the double task of designing the interfaces to these new products, tools and services as well as seeing design for digital disrupted as radically as the invention of Photoshop and desktop publishing did three decades ago. If anyone can summon up an entirely generated image or an interface just by speaking its description, what is the future role of the designer?
The mixture of fear and fascination of the power of synthetic media is understandable but wrongly frames its future trajectory. This talk takes a view on synthetic realities not as something brand new, but the latest iteration of a long history of re-defining truth and reality through media manipulation.
Using visually compelling examples from the latest research and work in synthetic and generated media and charting their convergence, we'll see just how quickly they will be absorbed by culture, radically shake-up the fields of design, advertising and marketing in a very short time-frame, and transform the role of future designers and creatives. It raises important questions of design, ethics, and craft that the UX and broader design community will have to find answers to pretty damn quickly.
Looking at the limits, boundaries and fractal nature of service design. Slides from my <a>UX Australia 2016</a> talk. #uxaustralia
(An early version of this presentation was from the Rosenfeld Media & Environments for Humans UX Futures Summit: http://environmentsforhumans.com/2014/ux-futures/. It's been significantly changed now.)
Blueprint+: Developing a Tool for Service DesignAndy Polaine
Presented at the Service Design Network Conference 09 in Madeira. The presentation is about a work-in-progress examining how we can best expand the service design blueprint diagramming to include other critical information such as time and emotional states of the participants in the service.
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.
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.
Unleash Your Inner Demon with the "Let's Summon Demons" T-Shirt. Calling all fans of dark humor and edgy fashion! The "Let's Summon Demons" t-shirt is a unique way to express yourself and turn heads.
https://dribbble.com/shots/24253051-Let-s-Summon-Demons-Shirt
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?
Can AI do good? at 'offtheCanvas' India HCI prelude
DOTT Cornwall - Introduction to Service Design and Methods
1. DOTT Cornwall - Design In Our Time - 26th March 2010
Service Design Workshop
Andy Polaine
Lecturer/Research Fellow - Service Design
T direkt: +41 41 249 92 25
andrew.polaine [at] hslu.ch
Twitter: apolaine
Monday, 5 April 2010
2. From Products to Services
Source: Google hosted Life magazine archive
Monday, 5 April 2010
3. The Industrial Revolution & Mass Production
Ford assembly line at rest during a strike, September 1945
Source: Google hosted Life magazine archive
Monday, 5 April 2010
4. Assembly lines - efficient product production
Assembly Line At Texas Instruments,1959.
Source: Google hosted Life magazine archive
Monday, 5 April 2010
6. Service design deals with the form, touchpoints, systems and
experiences of services – both tangible and intangible –from
the perspective of a service’s end clients and users.
Service Thinking places people, networks and sustainability at
the core of how we design and innovate services. The
application of Service Thinking can help transform our
organisations and economies.
What is Service Design?
Monday, 5 April 2010
7. Little product differentiation
Sale of services as added value to products
Networks - the Web connects and informs
Rise of self-service
Sustainability
Why now?
Monday, 5 April 2010
8. 70-75% of most developed nations’ GDPs come
from the service sector.
80% of companies believe they offer a great
service and only 8% of their customers agree.
There is a lot of work to be done.
The West has a predominantly service economy
Monday, 5 April 2010
9. Services are usually created and completed by people
Image source: Andy Polaine
Monday, 5 April 2010
23. Some make use of data streams and networks
Monday, 5 April 2010
24. Some make use of the wisdom of the crowds
Monday, 5 April 2010
25. Service
Design
connects
the
touchpoints
together
But how to map that complex ecology?
Monday, 5 April 2010
26. PHYSICAL Front Waiting Front Waiting Front Hallway Exam MRI & Exam
EVIDENCE Desk Room Desk Room Desk Room Chart Room
PATIENT Sign In Wait Check-in Wait Responds
Follow to Wait in Answer
Wait
ACTIONS Exam Rm Exam Rm Questions
ine of Interaction
ONSTAGE Call Escort to
Check
CONTACT Welcome Process Patient Exam Rm
Vitals &
Ask Quest
PERSON
ine of Visibility
BACKSTAGE Get See Other Grab Check Place in
See Other See Other
CONTACT Patient
Patients Patients Door Tag Patients
Patient Kassam
PERSON Chart Location Bin
Brings Chart in Grab Kassa
Door Tag To Be Chart Gets Qu
Back Seen Bin from Bin Revie
Chart Write Rm
Taken by # on
Staff Schedule
ne of Internal Interaction
Customer Journeys & Blueprints
SUPPORT Debbie’s Records/ Door Tag Bin Source: Kipum Lee http://kipworks.com
Schedule
Database System
PROCESSES Chart Cart
System
System System
Monday, 5 April 2010
27. People’s lives and contexts matter
Image Source: Andy Polaine
Monday, 5 April 2010
28. How they live and communicate
Image Source: Andy Polaine
Monday, 5 April 2010
29. How they work
Image Source: Andy Polaine
Monday, 5 April 2010
30. And where services go wrong
Image Source: Andy Polaine
Monday, 5 April 2010
32. Build
Standardise
Communicate
Plan
Share
The role of traditional blueprints
Monday, 5 April 2010
33. Build a house – standards of technical drawing
Image:http://alttext.com/
Monday, 5 April 2010
34. Communication the details of a Mercedes
Image:http://www.majhost.com/gallery/
legomech/CarBlueprints/MBZ-Blueprints/
Monday, 5 April 2010
35. Share the plans for a Batmobile
Image:http://www.chickslovethecar.com
Monday, 5 April 2010
36. Communicate how to paint a 727
Image: telstar on Flickr
Monday, 5 April 2010
37. Moving from simple actions and processes
Source: Shostack, G. L. (1984). Designing services that deliver.
Harvard business review, 62(1), 133-139.
Monday, 5 April 2010
38. Service Blueprint of Presby Neuro Clinic
PHYSICAL Front Waiting Front Waiting Front Hallway Exam MRI & Exam MRI & Door Tag Waiting Check-out
EVIDENCE Desk Room Desk Room Desk Room Chart Room Chart Room Room
Check-out,
PATIENT Sign In Wait Check-in Wait Responds Follow to Wait in Answer
Wait
Ask Return
Wait Pay, &
ACTIONS Exam Rm Exam Rm Questions Questions Door Tag Leave
Line of Interaction
ONSTAGE Call Escort to
Check Meet Dr. Process &
CONTACT Welcome Process Patient Exam Rm
Vitals & Kassam Check-out
Ask Quest
PERSON
Line of Visibility
BACKSTAGE Get See Other Grab Check Place in Take See Other
See Other See Other
CONTACT Patient
Patients Patients Door Tag Patients
Patient Kassam Away Patients
PERSON Chart Location Bin Chart
Brings Chart in Grab Kassam
Door Tag To Be Chart Gets Quick
Back Seen Bin from Bin Review
Chart Write Rm Check
Taken by # on Patient Dictation
Staff Schedule Location
Line of Internal Interaction
SUPPORT Records/ Bin Chart Records/
Debbie’s Door Tag Schedule Storage Database
Database System
PROCESSES Chart Cart
System
System System System System
Understanding the Big Picture
Blueprints in Service Design
We mapped the entire clinic experience for patients What we found
and all of the supporting roles staff and Dr. Kassam play The backstage processes are quite chaotic.
throughout.
The system depends solely on Dr. Kassam. Source: Kipum Lee http://kipworks.com
Mapping the service blueprint allowed us to see the No one actively engages with patients while they wait.
breakdowns in the clinic experience.
Monday, 5 April 2010
40. is he even listening to
me? he seems to be what is a ticket number?
he’s assuming i know all the typing a lot. and not
BM language even though I’ve paying attention.
repeatedly told him I was new
he’s talking really fast
he solved the
problem!
roceed to follow steps outlined in documentation. Confirm that the Ask customer to write down the ticket number.
customer’s problem Email this ticket number to the customer.
is solved.
Thank customer for calling IBM HELP.
Ask if the customer
has any other
problems.
WALK CUSTOMER THROUGH PROBLEM SOLUTION CONCLUDE GIVE TICKET NUMBER
Bringing emotions into blueprints
Source: Spraragen, S. L. and C. Chan (2008). Service Blueprinting: When Customer
P P P P Satisfaction Numbers are not enough. International DMI Education Conference.
P P
Monday, 5 April 2010
42. ...reality
Image Source: Andy Polaine
Monday, 5 April 2010
43. Time perception is about situations and emotions
Source: thetruthabout on Flickr
Monday, 5 April 2010
44. If you go here
Source: thomas-merton on Flickr
Monday, 5 April 2010
45. You expect this
Source: kevinomara on Flickr
Monday, 5 April 2010
46. You expect to eat fast – waiting is a service failure
Source: amanky on Flickr
Monday, 5 April 2010
47. If you expect this
Source: http://www.gigipadovani.it
Monday, 5 April 2010
48. Then too fast is a service failure
Source: stlbites on Flickr
Monday, 5 April 2010
49. Dear Andrew Polaine,
Welcome to Opodo your online travel service. We offer you access to over 500 airlines, more than 65,000
hotels, 7,000 car rental locations, plus holidays and travel insurance, all on an easy to use, customer-friendly
site. Visit www.opodo.co.uk regularly to keep up to date on our latest offers.
Your user name is apolaine
In keeping with our Privacy and Security policies, we will not email you your password. If at any stage you
forget your password, use this link .
MAKING THE MOST OF OPODO
Now that you've registered, you can use My Opodo to:
Speed up the booking process
Organise your personal travel, save all your flight, hotel and car bookings
Receive Fare Alert emails - just select your favourite destinations and we'll let you know when
the price changes
There's also the rest of the site for:
Opodo Offers: regularly updated low air fares picked for our customers from some of the
world's best airlines Fast mail
Our simple search process for flights, hotels, car rental and package holidays, which ensures
you get what you want, when you want it
Destination guides, including climate, maps, recommended places to visit, and lots of local
travel tips
Our email newsletter for our latest weekly deals on flights, holidays, cars and hotels
Monday, 5 April 2010
50. Slow mail
Image Source: Andy Polaine
Monday, 5 April 2010
51. Time information allows for options & decisions
Image Source: Andy Polaine
Monday, 5 April 2010
53. As does the situation
Source: lfcastro on Flickr
Monday, 5 April 2010
54. Rushing for a train – do I really want an hourglass?
Image Source: Andy Polaine
Monday, 5 April 2010
55. Or too many instructions?
Source: suburbanslice on Flickr
Monday, 5 April 2010
56. Media-
Media-
Media-
Media-
Cook
Manager
Fail Line
Waitress
Emotions
Customer
Touchpoint
Touchpoint
Touchpoint
Touchpoint
Time Indicator
Monday, 5 April 2010
+
+
–
–
Role 4 Role 3 Role 2 Role 1
00:00
Table Reservation Online
Confirmation by SMS
15:00
00:00
Waitress greets guest and Enter restaurant, short wait
leads them to table at reception
02:30
Order Aperetiv
Given menu
03:30
07:00
Waitress takes the food Aperetiv comes with extras
order Guest is surprised/deligted
08:00
Food order sent through to
kitchen
09:00
Meal Prepared
15:00
Communication
failure in kitchen
35:00
Food is served
35:30
Wrong side dish.
Guest complains
37:00
Message and dish sent back
Chef agitated and other to kitchen
38:30
meals pushed late in order
to re-do side-dish.
41:00
Correct side-dish prepared
50:00
Correct dish served
50:30
01:15:00
Kellner streicht einen Teil Guest is satisfied again
der Rechnung
01:17:00
Blueprint + project – a work in progress
57. 00:00
Table Reservation Online
Monday, 5 April 2010
Confirmation by SMS
15:00
00:00
Waitress greets guest and Enter restaurant, short wait
leads them to table at reception
02:30
Order Aperetiv
Given menu
03:30
07:00
Waitress takes the food Aperetiv comes with extras
order Guest is surprised/deligted
08:00
Food order sent through to
kitchen
09:00
15:00
35:00
Food is served
35:30
Wrong side dish.
Tracking the journey, touchpoints and interactions
Guest complains
58. Media-
Media-
Cook
Costs
Manager
Fail Line
Emotions
Variable 1
Monday, 5 April 2010
Touchpoint
Touchpoint
+
+
+
+
–
–
–
–
Role 4 Role 3
Meal Prepared
Communication
failure in kitchen
Chef agitated and other
meals pushed late in ord
to re-do side-dish.
Correct side-dish prepar
Emotions versus Expectations
59. Blu
PROJECT DATE/TIME LOCATION RESEARCHER PAGES
TIMELINE
ROLE
TOUCHPOINTS
Media Touchpoints: Notes/Sketches
Phone
SMS SMS
E-Mail
Mail
Memo
Face to Face
Server/Database
Customer journeys & Blueprints
Problem
Monday, 5 April 2010
60. KORALLE 23.02.2010/2 PM SHOP R0MAN AEBERSOLD 1/1
PROJECT DATE/TIME LOCATION RESEARCHER PAGES
Emotions: TIMELINE 0’00 5 ’ 00 15 ’00
Neutral
Good/Enjoyable
Bad/Problem CUSTOMER
ROLE
Media Touchpoints:
Phone
SMS SMS
TOUCHPOINT
E-Mail
Mail
Memo
WAITER
Face to Face ROLE
Server/Database
Problem
TOUCHPOINT
NOTES
CHIEF
ROLE
TOUCHPOINT
CUSTOMERS LOGO
Blueprints maps out the journeys & ecosystem
ANALYZE 1
ANALYZE 2
Monday, 5 April 2010
62. “Try to design the experience before
you spend time on designing the
processes and technology needed to
eventually run the service.”
- Live|Work
Prototyping means prototyping experiences
http://www.flickr.com/photos/schaazzz/
Monday, 5 April 2010
63. Prototyping is the suspension of disbelief
http://www.flickr.com/photos/shainemata/
Monday, 5 April 2010
67. Keep prototypes rough enough for good feedback
http://www.flickr.com/photos/yandle/
Monday, 5 April 2010
68. Thank You
Andy Polaine
Lecturer/Research Fellow - Service Design
T direkt +41 41 249 92 25
andrew.polaine [at] hslu.ch
Twitter: apolaine
Monday, 5 April 2010