Lina Nilsson: Creative Leadership

The what, why and how of Service Design

Spotless

Service Design Thinking

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This document discusses service design and contrasts it with product design. It defines service design as shaping service experiences to make them easy and enjoyable for customers. The key aspects of service design are that it is user-centered, co-creative, considers the sequencing of customer interactions, uses evidence from research, and takes a holistic view of the customer experience. Principles of service design include involving customers in the design process and focusing on uniform and timely delivery of services. Examples provided include McDonald's service model and how service design can improve customer satisfaction.

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Design thinking is a human-centered approach to innovation that can radically change the way organizations innovate. It is an iterative process that includes empathizing with users to understand their needs, defining problems from the user's perspective, ideating many potential solutions, building prototypes to test with users, and iterating the solutions based on user feedback. The goal is to create meaningful innovations by deeply understanding users and their lives at each step of the process.

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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/

This document provides an excerpt from slides for a 2-3 day professional training on design thinking and innovation management. The slides cover the basics of design thinking, including its origins and nature, how it is portrayed in the media, and how it relates to strategic thinking. Design thinking is presented as a way to take an outside-in perspective focused on customer needs and experiences to drive value creation and innovation. The training is intended to help participants better understand design thinking and apply it to innovating without unrealistic expectations. The facilitator also provides strategy advisory and training on other topics beyond design thinking.

Service design

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Design Thinking

Shimon Shmueli

The document discusses various topics related to design through quotes and images. It explores definitions of design provided by designers such as Charles Eames, Milton Glaser, Steve Jobs, and others. Additionally, it examines the design process, expanding role of designers, principles of design thinking, different types of design problems, and more. The full document appears to be a presentation on understanding design at a high level.

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Evolution of Design & Service Design

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Digital transformation Unique

Scopernia

The document provides an overview of digital transformation and its impacts. It discusses how digital disruption is affecting various industries and the need for organizations to transform their business models, leadership, culture and ways of working to adapt. It emphasizes the importance of continuously scanning the environment, having a vision for the future, and developing a strategic roadmap to guide the transformation journey and build a future-proof organization.

Service Design

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.

Designing for Multi-touchpoint Experiences

Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constraints and requirements? Could you use a fun,  experience-driven method to level the playing field and get multidisciplinary teams working together  to generate ideas? During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’  to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will  help teams cover a wide range of experiences in a short time period. After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the  service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way  that many teams and stakeholders can understand and design from. Together, these tools will help you and your teams develop a service mindset, work better across disciplines,  and move from ideation to execution of multi-touchpoint service experiences. What you’ll get in this workshop: A great team building exercise that gets people thinking outside of the box, screen,  or whatever constrains them An introduction to service storming, a great ideation method that using acting as a way  to generate and communication service concepts An introduction to service blueprints, an operational tool used to visualize the touchpoints  and backend systems needed to realize service experiences

Service Design Introduction

Birgit Mager & Tina Weisser: 24 Success Factors for Brilliant Implementation

No longer is service design a playground for pretty storyboards – it has become an essential driver for innovation and creator of value for relevant stakeholders. And this value is created through implementation. Still: brilliant concepts often fail when it comes to implementation. Finding answers and better understanding the complex drivers for implementation, barriers and success factors was the motivation behind a 3-year international study. The talk will present the key findings of this study, which investigated complex service design projects at the interface of external SD consultancies and their clients.

Using Service Blueprints to Create Holistic Multi-Channel Experience

Izac Ross

This workshop was presented at IxDA NYC local event on Wednesday, June 19, 2013 at AppNexus, http://ixda-nyc-june19-es2.eventbrite.com/ Using Service Blueprints to Create Holistic Multi-Channel Experiences When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience. The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see). During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.

on Service Design

Patrick Quattlebaum

The document discusses service design and experience mapping. It provides an example of an experience map created for Rail Europe to map out a customer's experience in planning, booking, traveling and returning from a rail trip in Europe. The experience map charts the customer's process, touchpoints, feelings and thoughts throughout the different stages. It then identifies opportunities to improve the customer experience and provides recommendations around communicating value, improving the booking and ticket experience, supporting customers through changes, and enabling ongoing planning.

Design with IDEO: Designing Sustainable Human Centered Business Models

Pemo Theodore

The document discusses the process of business design and the business model canvas. It emphasizes that design involves considering technical, business, and human factors holistically. An effective business model incorporates perspectives on offerings, operations, economics, marketing, and growth strategy. The business model canvas is a tool to design these perspectives and test assumptions through simple early experiments. The process involves clearly defining customer needs and value propositions, and designing how value will be operationally delivered. It highlights that business design requires continually exploring options, testing assumptions empirically and keeping the model hypothesis simple and elegant.

This Is Service Design – UX Week 2011

This document provides an overview and agenda for a service design crash course being held at UX Week in San Francisco. It introduces service design basics and explores three core service design methods - customer journey mapping, acting as prototyping, and service blueprinting. The agenda covers introducing these methods through exercises and discussions around a workshop project. It also considers the business implications of service design. The goal is to help participants understand service design and how it can be applied.

What is service design?

Dhyana Scarano

Evolution of the Double Diamond | Cat Drew | Design Council

Service Design Network Japan Chapter

This is Service Design in 25 useful tools

Tijs Wilbrink

This document provides an overview of 25 tools that can be used during different phases of a service design process. It describes tools for exploration, such as stakeholder mapping and customer journeys, tools for creating and reflecting like idea generation and prototyping, and tools for implementation including storytelling and service blueprints. The document encourages the reader to select the most appropriate tools based on their specific problem or opportunity and get started applying service design.

Guide to Customer Journey Mapping

Jake Truemper

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This document discusses several topics related to service design and creative leadership. It lists the stages of a design process as research, ideation, prototyping, piloting, and implementation. It also provides an overview of qualities that foster creative teams, such as demonstrating expertise, being visionary, having a positive attitude, setting clear expectations, embracing failures and diversity, being humble, and supporting one's team. The document contains links to additional resources on cultivating service designers and creative leadership.

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Fjord Service Design Academy: A business case for transformative services

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Service Design Workshop: Designing the Customer Experience

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Service design

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