The document discusses improving the patient experience at a neurosurgery clinic through service design. It suggests rearranging seating, creating better communication artifacts between doctors and patients, and designing an interactive engagement system. It then discusses key concepts of service design including seeing services as experiences orchestrated through interactions, products, culture and other elements. It outlines a process for service design from research to piloting changes. Throughout it uses visualizations and examples to illustrate service design concepts and opportunities to improve experiences.
From Products to Services: A Service Design Crash CourseJamin Hegeman
This is a combination presentation and guide for a workshop I gave with Jared Cole at UX Week in August 2010. The content is largely the same as Service Design: An Interaction Design Perspective, except for the addition of the workshop slides.
The Business Case For (Or Against) Service Design — Service Design Network 2011brandonschauer
I care about service design because I come at it as a leader of an organization that design services for our clients. Therefore, it’s in my best interest to know how and why it delivers real value. The more value it creates, the more organization will seek out, use, and pay for our work in service design.
I believe strongly that the approaches and mindset of service design can bring about more human and more empathetic services that connect people and business in better ways. But to forward this potential I focused this presentation hard toward the numbers side to find the spaces where service design has the best economic impact.
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 product or service.
In this talk, I focus on the power and peril of the touchpoint - where customers connect with your product or service. I discuss how to orchestrate these moments across increasingly complex journeys.
Create a User Experience Mindset Within Your Organization by Conducting Custo...UXPA International
A Customer Experience Journey Map is a very useful tool to understand and improve customer experience. It allows organizations to develop a user experience mindset and gain better insights into customer’s needs. It helps identify key Moments of Truth and drive actionable priorities to improve a product or innovate on creating new products.
When you involve stakeholders in creating a Journey Map, they “walk in the customer’s shoes” and know the story of customer experience. They start telling this story to themselves and others in the organization. The customer stories and insights gained from the Journey Map lead to
identifying actionable items aligned with organizational strategy
prioritizing initiatives
uniting the cross-functional team to take action on the findings
creating better user experiences
In this presentation, you learn
What Customer Journey Mapping is
Why it is important
What is the process for conducting it
How to create a user experience mindset within your organization
From Products to Services: A Service Design Crash CourseJamin Hegeman
This is a combination presentation and guide for a workshop I gave with Jared Cole at UX Week in August 2010. The content is largely the same as Service Design: An Interaction Design Perspective, except for the addition of the workshop slides.
The Business Case For (Or Against) Service Design — Service Design Network 2011brandonschauer
I care about service design because I come at it as a leader of an organization that design services for our clients. Therefore, it’s in my best interest to know how and why it delivers real value. The more value it creates, the more organization will seek out, use, and pay for our work in service design.
I believe strongly that the approaches and mindset of service design can bring about more human and more empathetic services that connect people and business in better ways. But to forward this potential I focused this presentation hard toward the numbers side to find the spaces where service design has the best economic impact.
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 product or service.
In this talk, I focus on the power and peril of the touchpoint - where customers connect with your product or service. I discuss how to orchestrate these moments across increasingly complex journeys.
Create a User Experience Mindset Within Your Organization by Conducting Custo...UXPA International
A Customer Experience Journey Map is a very useful tool to understand and improve customer experience. It allows organizations to develop a user experience mindset and gain better insights into customer’s needs. It helps identify key Moments of Truth and drive actionable priorities to improve a product or innovate on creating new products.
When you involve stakeholders in creating a Journey Map, they “walk in the customer’s shoes” and know the story of customer experience. They start telling this story to themselves and others in the organization. The customer stories and insights gained from the Journey Map lead to
identifying actionable items aligned with organizational strategy
prioritizing initiatives
uniting the cross-functional team to take action on the findings
creating better user experiences
In this presentation, you learn
What Customer Journey Mapping is
Why it is important
What is the process for conducting it
How to create a user experience mindset within your organization
If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
What can we expect to happen to services and design in the next 10 years? In this presentation, our head of Insight, Marzia Arico, explores four drivers of change that will significantly impact services and design in the future. #SDGC17
Michael Steingress - More than Metrics
Service Design Thinking ist in aller Munde. Nur wie sieht es mit Service Design Doing aus? Nach den Basics zu Customer Journey Mapping (Personas, Stakeholder Maps, Journey Maps) lernen die Teilnehmer verschiedene Ansätze kennen, selbst (interne und externe) Workshops co-kreativ und zielgerichtet zu gestalten.
Exemplarisch werden dabei Methoden u.a. zu Storyboarding oder der Implementierung von externem Feedback gezeigt, welche die Workshop-Teilnehmer in kleinen Gruppen auch direkt ausprobieren werden.
Designing for Multi-touchpoint ExperiencesJamin Hegeman
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
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
A talk Marc gave at the UI20 conference in Boston, November the 3rd, 2015.
Smaply: www.smaply.com
ExperienceFellow: www.experiencefellow.com
This is Service Design Thinking: www.thisisservicedesignthinking.com
This is Service Design Doing: www.thisisservicedesigndoing.com
Content:
1. The typology of journey maps
2. Customer experience research
3. Prototyping services
4. Service design and start-ups
Talk on the importance of Service Design Thinking, how the evolution of Design and business leads to Service Design Thinking, overview of Service Design Thinking process and key artifacts used.
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
A presentation we (Jakob Schneider & Marc Stickdorn) use to frame why we need service design thinking and to explain the basics, process, methods and tools.
If you're interested in our work, have a look at our websites:
The book "This is Service Design Thinking": http://www.tisdt.com
The customer journey software "smaply" http://www.smaply.com
The customer experience ethnography app and software "myServiceFellow": http://www.myservicefellow.com
- what is UX?
- why is it important?
- a brief history and future of UX
- general ux principles
- enterprise ux
- ux project approach
- ui design principles
- ux tools
A slidedeck Marc Stickdorn and Jakob Schneider use for presentations on Service Design Thinking in 2013. It uses some examples from the field of tourism to explain the basic concepts, process, methods and tools of service design. Have a look at our websites to learn more on what we're doing or get in touch with us:
The book "This is Service Design Thinking": www.tisdt.com
The software "smaply": www.smaply.com
The mobile ethnography software "myServiceFellow": www.myservicefellow.com
Presentation by Marc Stickdorn & Jakob Schneider.
Graphic design by Jakob Schneider. Like his style? Check his agency: http://kd1.com
If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
What can we expect to happen to services and design in the next 10 years? In this presentation, our head of Insight, Marzia Arico, explores four drivers of change that will significantly impact services and design in the future. #SDGC17
Michael Steingress - More than Metrics
Service Design Thinking ist in aller Munde. Nur wie sieht es mit Service Design Doing aus? Nach den Basics zu Customer Journey Mapping (Personas, Stakeholder Maps, Journey Maps) lernen die Teilnehmer verschiedene Ansätze kennen, selbst (interne und externe) Workshops co-kreativ und zielgerichtet zu gestalten.
Exemplarisch werden dabei Methoden u.a. zu Storyboarding oder der Implementierung von externem Feedback gezeigt, welche die Workshop-Teilnehmer in kleinen Gruppen auch direkt ausprobieren werden.
Designing for Multi-touchpoint ExperiencesJamin Hegeman
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
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
A talk Marc gave at the UI20 conference in Boston, November the 3rd, 2015.
Smaply: www.smaply.com
ExperienceFellow: www.experiencefellow.com
This is Service Design Thinking: www.thisisservicedesignthinking.com
This is Service Design Doing: www.thisisservicedesigndoing.com
Content:
1. The typology of journey maps
2. Customer experience research
3. Prototyping services
4. Service design and start-ups
Talk on the importance of Service Design Thinking, how the evolution of Design and business leads to Service Design Thinking, overview of Service Design Thinking process and key artifacts used.
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
A presentation we (Jakob Schneider & Marc Stickdorn) use to frame why we need service design thinking and to explain the basics, process, methods and tools.
If you're interested in our work, have a look at our websites:
The book "This is Service Design Thinking": http://www.tisdt.com
The customer journey software "smaply" http://www.smaply.com
The customer experience ethnography app and software "myServiceFellow": http://www.myservicefellow.com
- what is UX?
- why is it important?
- a brief history and future of UX
- general ux principles
- enterprise ux
- ux project approach
- ui design principles
- ux tools
A slidedeck Marc Stickdorn and Jakob Schneider use for presentations on Service Design Thinking in 2013. It uses some examples from the field of tourism to explain the basic concepts, process, methods and tools of service design. Have a look at our websites to learn more on what we're doing or get in touch with us:
The book "This is Service Design Thinking": www.tisdt.com
The software "smaply": www.smaply.com
The mobile ethnography software "myServiceFellow": www.myservicefellow.com
Presentation by Marc Stickdorn & Jakob Schneider.
Graphic design by Jakob Schneider. Like his style? Check his agency: http://kd1.com
A talk I gave at UX People 2013 as an attempt to demystify the term 'Service Design'. I talked about the methodologies and tools that service designers use, as well as the attitudes and skills requires to practice the discipline.
Multiple-channel business model
Bridging service innovation in China
Abstract:
Since the 1960s, design has shifted from manufacturing, market, and now to a customer-focused era. We have undergone the Industrial Age and the Information Age, and now are at the “Smart Age”. In western worlds, these three ages were iterated one after another. However in China, this evolution
was accelerated by “joint innovation”. In this intersected age, neither just having online nor offline model can fix the issues that we have in user experience and service. With this, we witness service design with multiple-channel business model emerging in front of people’s eyesight.
Innovation:
At this great SDN event, Cathy and Xue will provide a glimpse of the unique characteristics of service innovation process in china for guests from all parts of the world through interaction and co-creation. With their 13 years of abundant project experience, they hold a deep interpretation and sharp sense of connections and challenges among industries. Additionally, they have gained a wealth of insight on trends and road paths in China while rubbing shoulders with many industry leaders. No doubt their sharing will amaze the audience and ignite a round of heated discussion.
Why users can't find answers in help materialTom Johnson
See this post on my blog for more details: http://idratherbewriting.com/2013/10/23/recording-and-slides-for-why-users-cant-find-answers-in-help-presentation-to-stc-silicon-valley/
Additionally, you can listen and watch the youtube recording here: https://www.youtube.com/watch?v=49F3rBSO_Vs
Lean UX relies on a simple premise – think -> make -> evaluate.
It is a business strategy that thrives on feedback from the audience instead of the head honcho at a top tech firm. It represents democratization of design, ensuring faster (and more meaningful) design changes to products where deliverables aren’t important but the overall user experience is. Simply put, its focus on users having say over how the product/app/service performs is an interesting process to say the least.
Service Design Thinking - Designing services that people fall in love withRamakant Gawande
Slides from my service design talk & one day workshop @ Clarice Technologies, Pune, India.
- Why Service Design ? Todays Customers Trends ?
- Service Design Benefits ?
- Basic Process, Tools & Methods
- One day Workshop
Quick introduction to UX & service design, high-level process & some methodologies and inspiration.
This deck was created for the workshop on UCD for the built environment.
Talk about User Experience and Service Design, prepared for Goldsmiths’ career sessions for psychology and behavioural sciences students. I spoke about my profession, and how I got there to help students decide if it’s something they might be interested in.
Let’s say you have a very usable website thanks to responsive design, A/B-testing and performance optimisation. Unfortunately, today customers expect more: they want great experiences.
In his talk at Conversion Day 2016 in Brussels, Belgium, our UX Expert Tommy De Kimpe explained that instead of putting all your efforts in designing and testing screens, you should widen your focus:
- Make your website part of the entire customer journey and optimize each interaction between your customer and your organisation. A service blueprint will help you to visualize all touch points with your customer, so you will deliver the value you promise.
- Validate your assumptions during live usability testing. Discovering your customers’ personal stories is the best way to gain real insight.
- And when despite all your efforts things end up wrong in a bad experience, don't despair but look for ways to set things straight and come out even stronger.
You are under-staffed, over-worked, and behind on your commitments. Your “Go-To” person just quit, leaving an unbelievable loss of knowledge which you cannot even begin to comprehend. Are the old-school ways of attracting talent (advertising on job boards, filtering resumes, interviewing candidates) not working? Then this session is for you. The tables have turned—the balance of power has shifted from the employer doing the hiring to the employee landing the job. Employees are operating as free agents now more than ever before. Business leaders must learn how to build teams that engage employees as sensitive, passionate, creative contributors. There is a visible shift needed—from trying to enact the perfect hiring schema—towards focusing on building an irresistible organization to attract top talent. Join Catherine in this hands-on working session to learn how the traditional HR strategy hiring isn’t going to work anymore. Learn how to hack this traditional hiring system to find the right people for your team, how to interview a potential new team member with empathy, learn what new team members will expecting from their new companies, so that you may attract the top talent you need to deliver and delight your customers.
Death, denial and debt.
Why services need Closure Experiences.
Abstract:
We are good at creating service experiences at the beginning of the customer life-cycle, but terrible at creating a coherent, neutralised endings. This presentation argues that we have lost touch with ‘closure’ over recent generations and are in a state of denial. The argument is established through historic changes in society, evidence from academia, and our changing relationship with death. Further examples go into details from product, service and digital sectors as well as our wider society. The presentation delves into the design industry with a focus on services and what closure means in this context. It offers an alternative point of view, that embeds closure in the customer lifecycle and shows how it can bring wide reaching benefits for the entire user experience.
Innovation:
The services industry is awash with bad endings. • A surprising amount of old people are getting their first tattoo. Fearful someone will bring them back to life.
• 1 in 4 UK pensions are going missing according to the charity, Age Concern. Lost in decades of mis-management, letters, mergers and acquisitions.
• How big a party should £84k get you? After repaying £284k on a £200k mortgage, I might expect a bit more than a cold letter to say thanks? This is a wide cultural problem. Impacting the consumer and businesses in the service industry. Revealed in issues such as mis-selling of financial services, climate change, and erosion of personal reputations online. Closure Experiences is a critical factor in improving responsibility, thinking long term and increasing quality.
Case study: UX Methodology Design for Public E-services in LithuaniaIdea Code
This is a presentation from UX Riga 2014 user experience design conference. A case study is about the process and results of E-Services UX Methodology development for Lithuanian public sector.
We Are Here
Designer as Map Maker
Abstract:
Humans have always made maps; to tell us where we are, to show us how to get somewhere we want to go, to understand the bigger context. More and more, designers are creating maps for these reasons, and others. We make maps to draw insight, catalyze ideas, to get on the same page, and as tools for understanding complex experiences and processes. We make customer journey maps, empathy maps, mental models, experience maps and strategy roadmaps. What’s next for these tools? How will they evolve? What cartography capabilities do we need to develop as practitioners? What makes a map useful? Let’s talk about maps, baby!
Innovation:
As we look to the future of designers responding to increasingly wicked and messy problems. Service designers are at the forefront of this. We need to understand the evolution of design tools in context and the reasons for the changes. Why so many maps in service design? It matters because it helps to take a step back and survey where we have come from and where we are going in terms of the methods we use and how we as designers respond to change. Maps are a pure form of sensemaking. This is in our past and is undoubtedly in our future as a discipline. My research takes a detailed look at design maps and their evolution.
So you want to be a service designer - Jamin HegemanWeb à Québec
Service design is no longer new or unknown. The practice is maturing as service design firms gain experience and organizations start to bring service design in house.
Journey maps are all the rage, and everyone is talking about designing for the end to end customer experience.
So what does it take to be a great service designer? What need do service designers address? What is the craft of service design? How might you build service design into your team? How do you scale it?
"Innovation + Marketing: Two Essential Tools of Modern Business"
by Mike Parsons, Qualitance
In 1954 Peter Drucker, famous business author, said: “…the business enterprise has two–and only two–basic functions: marketing and innovation.“
Today, 63 years later, this has never been truer. Discover how product innovation drives growth and how modern marketing practices are binding brands and customers together.
Mike Parsons, Chief Innovation Officer at QUALITANCE will take you through a journey of ideas and practical advice to help you unlock the two essential weapons of modern business.
Over the last 20 years, Mike has developed breakthrough products for IKEA, Virgin, Levi’s and Nike. During his time on Madison Avenue, he created award-winning campaigns for Xbox, VW, and Hasbro.
Why Your Customers Need an Online Community (Updated 2018)Becky Benishek
You want your company to lead in a dynamic, transformative world. Here's how we use digital (and some analog!) strategy in our Yammer External Network to reach customers while never losing sight of the fact that people are our greatest asset.
Ethical design is good for customers, but it is also good for business, bringing a good ROI. Discover how you can convince your boss to abandon manipulation and dark patterns.
Enterprise social-what is the real value to the business - SPFest DC - April ...Ruven Gotz
Learn about real-world reasons to use Enterprise Social Tools like Yammer. This presentation is about how social tools can help to set the stage for Frictionless Collaboration.
Journey Mapping for Damn Good Digital Design - MIMA Summit 2015Rebekah Baggs
Designing mobile and responsive experiences that delight our users and meet our organizational objectives isn’t easy, but it’s not impossible. User journeys can help.
Understanding our users context is critical to the success of every app or responsive website. But more often than not, we jump right into discussing functionality and technical requirements without ever stopping to considering who our users are and what they need. While many of us seek out shiny new tools to prototype products, mapping the users’s journey is still the most reliable tool we can use to understand context and design mobile experiences that matter.
Learning Objectives:
1. What journey mapping entails and why it is an essential tool for designing effective mobile experiences, or any digital experience for that matter
2. Practical tools and exercises you can use to understand user context and consider those insights in your app, or responsive website
3. Techniques for mapping user journeys with your team and applying what you’ve learned to build better user flows, features, interactions and interfaces
AWS Summit Singapore - Working Backwards from the CustomerAmazon Web Services
Huang, Innovation Advisory – Professional Services, ASEAN, AWS
Innovation starts with the working backwards from the customer. In this session, we will share how this approach plus culture and other mechanisms can enable everyone to be an innovator. Hear about how your company can build an effective system and an environment that will foster and support human creativity and drive technological progress.
Social Media Club Great Lakes Bay presents:
Content: Social Ammunition
by Quicken Loans.
Where: Best Western Birch Run
When: Friday, December 6th, 2013 at 10:00 a.m.
Join Sean T. Johnston from Michigan based Quicken Loans as he speaks on Content: Social Ammunition.
Premier Sponsor: United Financial Credit Union
December Sponsors: Tim Hortons & Best Western of Birch Run
Giveaway by: Premium Outlets Birch Run
REGISTER HERE: http://bit.ly/17NY18Y
This event will take place at the large conference room at Best Western of Birch Run off I-75 in Birch Run.
Content is the bullet that fires from the gun of social networks. In this talk, Sean T. Johnston from the Quicken Loans Social Media Team will discuss the best ways to design, manufacture and stockpile this ammunition so that your social guns are never empty.
This high-velocity discussion will be part content strategy, part copywriting, part analytics, and all useful information on how to generate and deploy the most impactful content on the right channels.
Sean has worked with a wide variety of businesses, from local landscaping companies to major automotive manufacturers (including Chrysler, Jeep and Ford), to create content that engages fans and grows brands. He currently works for Quicken Loans leading their organic and paid social content efforts.
How Social Media is Enabling Individuals and OrganizationsKemp Edmonds
This presentation was first given to the "Growing of Giants" conference in May of 2013. Growing of Giants is an offshoot of the Entrepreneur Organization's Program that meets annually to learn, grow and build their businesses.
Enterprise social what is the real value to the business - sps boston - jun...Ruven Gotz
SharePoint Saturday Boston - Presentation on understanding Enterprise Social tools and Yammer and a couple of aspects that can bring value to the business.
Similar to So you want to be a Service Designer (20)
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.
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.
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.
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.
5. CREATE BETTER
COMMUNICATION
ARTIFACTS
I know you don’t want to be here.
I know you don’t want to know me.
But the best thing that could happen
is to know me.
I’ve performed more than 3,000 neurosurgical procedures. More
than 800 of those are what’s called minimally invasive endoscopic
procedures.
And I’m a person first. I’ll be direct and treat you like a friend.
Occasionally, I may even make you laugh.
9. Services
Products of economic activity
that you can’t drop on your
foot, ranging from hairdressing
to websites. –The Economist
10. Service design applies design
methods and craft to the definition
and orchestration of products,
communications, interactions,
operations, culture, and structure
of an organization.
11. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 11
User Experience Service Experience
Experience between person
and single touchpoint, usually a
digital product
Orchestrated experience
among all parts of the service,
from people to objects to
places to interfaces
12. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 12
SERVICE
INTERACTIONS
CUSTOMER
STAFF
PRODUCTS OPERATIONS STRUCTURE CULTURE
CUSTOMER
EXPERIENCE
BIZ & STAFF
EXPERIENCE
SERVICE
DESIGN
source: 5 Things I Wish I Knew – Jamin Hegeman
14. BUSINESS NEEDS
‣ New service incubation
‣ Service transformation
‣ Process improvement
‣ Customer experience improvement
‣ Staff experience improvement
• Needs
• Opportunities
• Assessment
• Service Blueprint
• Service Experience Vision
• Planning & Support
• Design
• Pilot
• Deliver & Implement
Discover
Align
Build
New
Service
OUTCOMES
Existing
Service
Org
Change
Process
Change
Digital
Output
Physical
Output
Service
Design
15. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 15
JOURNEY
IDEATION
SERVICE BLUEPRINT
TOUCHPOINTS
STORYBOARD
RESEARCH
18. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 18
• Cross-service journeys: financial health; credit building
• LOB service journeys: mortgage service
• Service sub-journeys: cafe account opening
CREDIT BANK FINANCIAL SERVICES
CROSS SERVICE
SERVICE
SUB SERVICE
OPERATIONS
Design for Journeys
41. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 41
MEMBERACTIONSPHASESTOUCHPOINTSFRONTSTAGESTAFFBACKSTAGESTAFFSTEMS&PROCESSES
Line of Interaction
Line of Visibility
Website
Web serverCampaign
manager, web
server
Read about
training on AP
site
Receive training
email
Email
Hear about
trainings via event
Event materials
(presentation/print)
Search online for
UX trainings
Website
Contact us form,
email
Email, detailed
info sheet on key
topics, training
overview sheet
(with light info on
price)
Respond to email,
schedule follow-
up call, send
detailed info on
topic interest, and
overview/exp info
Enter information
on topic &
interest on
contact us form
Enter information
into Salesforce
Send out email to
training mailing
list
Informal
follow-up with
practitioner
Salesforce
Review provided
material & wait
for call
Phone, email, PDF
material
Understand &
collect needs,
qualify lead, fill
out qualifying
checklist
Update to warm
lead in Salesforce,
Informal
follow-up with
practitioner
Salesforce
Call with AP
Communicate
lead to company,
assign PM and
Lead
Wait for material
from AP
Generate
narrative
from modular
blocks, and
create logistics
checklist
Dropbox
Email, narrative,
logistics
checklist
Send narrative,
early cost
transparency,
schedule follow-
up call, offer to
handle supplies
for training
Review material
from AP
Phone, email,
narrative,
logistics
checklist
Gather feedback
from client
Update material
based on
feedback
Dropbox Dropbox, training
tracker
Review material
with AP
Email, phone
Reply to verbal
win “Awesome!”
Update
Salesforce
Salesforce
Approve training
Generate SOW,
logistics details,
enter into training
tracker
Wait for SOW
and logistics
information
Email, Word fi
PDF
Send SOW to
client
Review SOW
logistics
AWARENESS ENGAGEMENTSequencing
43. PHIL AUTOMATION, VISUALIZATION, AND CONTROL
“After installing the latest smart home technology, my home
takes care of me, saves me money, and keeps me informed.
I use apps to control it while I’m away and have nice reports
to see my progress.”
With smart appliances and the outlets
I installed, we know more about how we
use energy, and our home knows us.
It shuts down unneeded power at
night, and reactivates when my alarm
goes off in the morning.
It’s almost like my home is my advisor, keeping
me informed and helping me make better
decisions to save money.
It keeps in touch with us when we’re away.
And reminds me to conserve
energy when I forget.
Experience Principles
KNOWS ME
TAKES CARE OF ME
SAVES ME MONEY
Level of Engagement
MY HOME
MY BEHAVIOR
EXPERIENCE
Phil enjoys an integrated system that makes
smart decisions for him and notifies him if his
attention is needed.
OPPORTUNITY
Automated System
Real-time Usage
FEATURE
Home Energy System
Smart Outlets
Smart Appliances
In-home Displays
PARTNER
Smart Appliance Manufacturers
Architects
Home Energy Consultants
In-home Display Designers
Home Improvement Retailers
1
EXPERIENCE
The home detects when the family is away and
prompts Phil to turn on an away mode, that
randomly turn lights on to keep the home safe.
OPPORTUNITY
Customization
Control
Automation
FEATURE
Mobile Apps
Home Energy Modes
PARTNER
App Developers
Home Energy System Providers
Home Improvement Retailers
2
EXPERIENCE
Phil’s home syncs with his calendar and smart
alarm clock. At night, the home cuts power to
unneeded areas of the house. In the morning,
it reactivates.
OPPORTUNITY
Customization
Automation
FEATURE
Smart Energy Clock
Home Energy Modes
Calendar Integration
PARTNER
Electronics Manufacturers
Home Energy System Providers
3
EXPERIENCE
Smart outlets help Phil understand individual
costs, as well as provide alerts if energy use is
unusually high.
OPPORTUNITY
Real-time Usage
Recommendations
FEATURE
Smart Outlets
PARTNER
Electronics Manufacturers
4
EXPERIENCE
Clear, easy to comprehend visuals give Phil
tangible feedback on his family’s energy use.
He relies on his energy system’s smart analysis
to make decisions.
OPPORTUNITY
Tracking
Tips and Education
FEATURE
Mobile Apps
PARTNER
Interaction Designers
Utility Companies
Environmental Organizations
5
WHAT’S HAPPENING
1
3
5
2
4
Visual
44. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 44
YOU
(and your family)
COMMUNITY
ENVIRONMENT
Social
Connections
Home
Monitoring
Automation
Be Efficent
Share Energy
Change
Behavior
Support
Environment
Save Money
Provide
Comfort
Competition
Donations
Kickstarter
Microlending
Comparison
Dialogue
Teams /
Groups
Resource
Management
Energy
Security
Renewables
Solar
Biking
Natural
Disasters
Energy
Regulation
Infastructure
Incentives
Subsidies
Decentralized
Model
Rebates
Usage
Patterns
Visualize
Behavior
Smart
Meter Data
Technology
Service
Provider
Resources
Conservation
Weather
Education
Government
Changing
Behaviors
Recycling
Electric
Cars
Global
Warming
Reducing
Demand
Cost
Rate
Plans
Billing
Alerts
Comfort
Home Modes
Construction
Location
Smart
Appliances
Disaggrigation
Conservation
Sensors
your home
Wasted
Energy
Holistic
47. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Service Design Capabilities
47
PARTICIPATE
Learn the process,
tools, and the language
of service design
CHANGE THE ORG
Establish an
accountable function
that reports to the top
HIRE DESIGNERS
Build your design team
or work with an
external agency
MAKE HYBRID TEAMS
Embed non-designers
with service design
teams
+
48. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Service Design Engagement Models
48
EXTERNAL EMBEDDED HYBRID
Service design team focuses on
specific projects or a program of
work outside of business as usual
operations and delivery.
Pro: Dedicated team hyper
focused. Sees the big picture
Con: BAU may not know how to
integrate the work.
Service designers work as part of
an operations or delivery team,
integrating methods and tools into
workflow.
Pro: Invested and accountable,
highly integrated in the work.
Con: Isolated and may be
outnumbered by BAU.
External team accelerates
projects, and supports vision and
horizontal view. Embedded
designers bridge the gap between
strategy and BAU.
Pro: Big picture view with linkage
to BAU.
Con: May be difficult to scale
49. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN 49
SERVICE
EXPERIENCE
SERVICE MANAGER
DESIGNER
OPERATIONS
TECHNOLOGIST
MARKETING
{
Service Design Team Structure
50. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Service Strategy and Delivery Models
50
VISION PLANNING
OPERATIONS AND DELIVERY
VISION
51. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Service Experience Officer
51
MARKETING IT OPERATIONS FINANCE
CEO
SERVICE
SERVICE
EXPERIENCE
SXO
SERVICE
SERVICE
EXPERIENCE
53. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Read books.
53
My Favorites
This is Service Design Thinking
Service Design from Insight to
Implementation
Service Design for Business: A
Practical Guide to Optimizing the
Customer Experience
Designing for Interaction
(Chapter on Service Design)
servicedesignbooks.org
56. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Rethink your life.
56
GO TO SCHOOL GET A JOB START YOURSELF JOIN THE COMMUNITY
Dedicating time to
build your foundation
Taking time off and
getting into debt
Working with and
learning from the pros
Finding few jobs in
the current market
Leading the way at
your organization
Getting push back
and little support
Tapping into a network
with the same goal
Networking may not
build skills you need
PRO
CON
57. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Build your skills.
57
ABILITY
Work across disciplines and a
wide range of stakeholders
Create stories that
communicate the desired
service experience
Connect dots,
visualize and simplify
complex systems
Work on both problem
framing and design execution
Empathize with
customers, employees, and
business partners
Understand and appreciate
various forms of design
FOCUS
Orchestration of service
interactions across time
Value exchanged (co-value)
through service encounters
Design across the front
stage and back stage
APPROACH
Advocate for customer,
employee, and business goals
Co-create with groups
and disciplines
Examine broader ecosystem
and experiences in relation to
service moments
+ =
58. PRODUCTIZED | JAMIN HEGEMAN | @JAMIN
Develop your craft.
58
DEFINE
THE VISION
STORYTELLER
ORCHESTRATE
EXPERIENCES
CONDUCTOR
LEAD
COLLABORATION
FACILITATOR
DELIVER
RESULTS
DESIGNER