The Difference Between UX Design & Service Design - Erik Westerdahl, Transformator Design - UXOpen 2013
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The Difference Between UX Design & Service Design - Erik Westerdahl, Transformator Design - UXOpen 2013
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The Difference Between UX Design & Service Design - Erik Westerdahl, Transformator Design - UXOpen 2013
- 1. The difference between UX Design & Service Design Erik Westerdahl Digital Concept Designer & Service Designer Transformator Design @erikwesterdahl
- 2. What is the difference?
- 3. 3 ”Service Designers usually maps the changes that needs to be done to a service, but the UX Designers actually do them.” © Transformator Design 2013
- 4. 4 Service Design = Broad UX Design = Deep © Transformator Design 2013
- 5. 5 What to do? Do this at these stages with these principles! CLIENT This is exactly how this should work and look. SERVICE DESIGN UX DESIGN © Transformator Design 2013
- 6. What is Service Design?
- 7. 7 All organizations are the sum of their touchpoints with the customer © Transformator Design 2013
- 8. 8 © Transformator Design 2013
- 9. 9 © Transformator Design 2013
- 10. 10 People remember, and talks about, the negative experience © Transformator Design 2013
- 11. 11 The customer journey through the entire service = The customer experience of the service © Transformator Design 2013
- 12. 12 Web Works great! Reality doesn’t... © Transformator Design 2013
- 13. 13 And the overall consequence = Lower bottom in the Trust Survey 2013 (Förtroendebarometern 2013) © Transformator Design 2013
- 14. 14 Improve the entire service = Improve the customer experience © Transformator Design 2013
- 15. A case example
- 16. pe TE na l rs o IN AT T BE H O IT M TA H VA JÄ R LP A N a itt ar itt H H PRISNIVÅ bo em st Sy a t ge la va r FÖRSÄLJNINGSREGLER Ti ll v ta k yc dr lu av n ne io at tu es B Ty p Si ORIENTERA SIG et al a B sa n n va ra g in ar an ar v lk as til H itt ln tta ng ni el vd hi de k/ in ök a rs gi å G Lo Fö ät ar r ta tik ik bu ut Ib av itt H Va l LE VE LS EN Example of Service Design U PP 16 Ev. merköp EV. KÖ - VÄNTAN Hittar varan Legitimation? Påverkad? Langning? © Transformator Design 2013
- 17. 17 Example of UX Design © Transformator Design 2013
- 18. 18 • • • 2012 Best in Sweden Service Score From 20% to 75% service level 81 in NKI 2012 - ”all time high” © Transformator Design 2013
- 19. Conclusion
- 20. 20 Client & Customer + Service Design + UX Design = © Transformator Design 2013
- 21. 21 Great service experiences! © Transformator Design 2013
- 22. Today, I’m here to learn more about UX Design
- 23. What’s the difference between UX Design & Service Design according to you? Tweet it @erikwesterdahl #uxopen
- 24. Thank you! Erik Westerdahl Digital Concept Designer & Service Designer Transformator Design @erikwesterdahl