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Service Design Facilitate - double diamond - 服務設計 - 第一個菱形引導心得分享.
The document outlines the principles and methodologies associated with service design, emphasizing the importance of creating mutual benefits in transactions. It introduces various design thinking frameworks, such as the double diamond approach, and tools like appreciative inquiry to facilitate understanding and exploration of customer needs and experiences. Additionally, it discusses techniques for effective stakeholder engagement and the importance of focusing on positive outcomes to foster sustainable relationships.
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Service Design Facilitate - double diamond - 服務設計 - 第一個菱形引導心得分享.
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- 2. S.D facilitator workshop@ NTHU
- 3. “If I canwalk into a transaction with you, and my goal is not to just make myself better off but to make you better off as well, we’re going to end up with a much better outcome. You’ll want to do business with me again — and that’s really, really important.” Heidi Roizen So, what is service
- 4. Give customer whatthey want or need and feel happy with. Then, earn money and sustainable relationship. So service design methodology will leading us to a sweet fruit. Why Service Design is important？
- 5. Service Design Process DesignThinking (IDEO) U theory (Dr. C. Otto Scharmer) Double Diamond (Design Council)
- 6. Double Diamond Define DeliverDiscoverDevelopIssue Question or Challenge Solution Orientation & Incubation Illumination & Validation Ideation Prototype & Testing
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- 8. APPRECIATIVE INQUIRY Seeking theroot cause of success (not the root cause of failure) 肯 定 式 探 詢Discover Define Develop Deliver 1 Purpose 2 Principle 3 Assumption What you seek is what you find Where you are going is where you end up If you look for problems, you find more problems If you look for successes, you find more successes If you have faith in your dreams you can achieve miracles
- 9. APPRECIATIVE INQUIRY Discover DefineDevelop Deliver Interview Question Hint：Try to be positive ! Example of library : • What’s the service/facility you use most frequently ? • What’s the service/facility you like most ？ • Tell about the most satisfaction experience ? • If you were granted 3 wishes to create the greatest library, what would they be？ Start from easy Try to ask deeper Or last experience LISTENER: Try to be non-judgmental, look for excitement and inquire into it further.
- 10. Interview debrief Discover DefineDevelop Deliver Share interview outcome • When you think over the interview what is the most interesting thing that you learned? • What positive ideas or images of the library did you hear as being most important to the person you interviewed? Where did they get excited? When did you get excited? • Draw a picture, what was the interview about? (individual) Reflective Interpretive Decisional
- 11. ORID Read + Review,anything new from others. What jumps out of you? What excited you？ What is this telling us about our topic？ Is this information change out topic？ How would we write this up in a sentence. • The problem we are trying to solve is… • The opportunity is… • The key area of exploration for a breakthrough in _____ might be. 焦 點 討 論 法Discover Define Develop Deliver emotion/sense
- 12. ORID 焦 點 討論 法Discover Define Develop Deliver
- 13. Persona • Try tofigure out who are the target customers. • Describe “who” looks like. Discover Define Develop Deliver 人 物 誌 Name Location Experience Technical comfort Job Interest Motivation Age
- 14. Stakeholder Map • Writedown each stakeholders on post-it. • Link the relationship between stakeholders. • Briefly describe value exchange or need of the relationship lines. Core Direct Indirect 利 益 關 係 人 地 圖Discover Define Develop Deliver
- 15. Filter Awareness What welook, think, ask … Usually with those filters. Discover Define Develop Deliver Image Values Relief Assumption Try to aware what kind of filters do we have . • Listening for ? • Affecting my approach to exercise ? • Affecting approach to topic ? • Affecting my role ?
- 16. 5 years later •At first - draw individually • Share what you draw. • Get more close from future dream to problem through ORID.(see next slide) Image 5 years later when “topic” is successful in place. What is it looks like? what do you see, taste, hear ? Discover Define Develop Deliver
- 17. 5years later +ORID Discover Define Develop Deliver When achieve the vision • What kind of services are served • What kind of service make you feel useful/interesting/friendly • Which services satisfy user’s need • Use one sentence to tell user our service “value”
- 18. Challenge Statement • Whatis the key issue you are addressing and why is it important？ • Who is it a problem for？ • What social or culture factors shape this problem？ • What evidence do you have that it is worth the investment？ • How would you reframe this problem？ Discover Define Develop Deliver
- 19. Final define problem DiscoverDefine Develop Deliver How might we provide______________ , _________________________. Because for he/her,_______________. Persona Problem/Challenge Value/Insight
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