POTENTIAL SERVICES, EXPECTED SERVICES
BASIC SERVICES, CORE BENEFIT, Line of visibility,
Service Design- 8 steps , Gaps Model of Service Quality,Provider Gap 1,Provider Gap 2,Key Factors Leading to Provider Gap 2,Provider Gap 3,Key Factors Leading to Provider Gap 4, Zone of Tolerance
POTENTIAL SERVICES, EXPECTED SERVICES
BASIC SERVICES, CORE BENEFIT, Line of visibility,
Service Design- 8 steps , Gaps Model of Service Quality,Provider Gap 1,Provider Gap 2,Key Factors Leading to Provider Gap 2,Provider Gap 3,Key Factors Leading to Provider Gap 4, Zone of Tolerance
History of Service Sectors
Service Economy
Difference between Product and Services
Reason for the growth of service sectors
Service component
Zone of Tolerance
Need of Services
Obstacles and challenges in service marketing
History of Service Sectors
Service Economy
Difference between Product and Services
Reason for the growth of service sectors
Service component
Zone of Tolerance
Need of Services
Obstacles and challenges in service marketing
Designing a Digital Service Concept for a Professional Business ServiceSofia Nyyssönen
Professional and knowledge-intensive service organizations are concepts that are sometimes used interchangeably. Both concepts refer to expert services that rely on a substantial body of complex knowledge, which is often seen to be characteristics of highly skilled employees. The project investigates the potential of service design to design a digital service concept for professional services that retains knowledge and applies insights that could noticeably improve the effectiveness of or-ganizations. The focus is on the customer’s value creating processes, where value emerges for customers and is perceived by them. Service design is a process that implies work on projects to integrate new service systems into organisations.
Trends and Frameworks for Interactive Success... A strategic interactive approach for taking businesses to their customers by listening, sharing and providing timely and relevant services and support.
My Norfolk
Interactieve digitale diensten in Norfolk County.
Tim Anderson is verantwoordelijke voor de digitale dienstverlening in Norfolk County in Groot-Brittannië. Hij brengt het verhaal over My Norfolk, een samenwerkingsverband van overheid- welzijns en andere diensten die samen interactieve digitale diensten willen verzorgen in Norfolk. (Deze sessie is in het Engels) www.my.norfolk.gov.uk
This is a edited version of my midterm review presentation. I am doing my master thesis at The Oslo School of Architecture and Design on the topic on how to design for trust in digital services.
Understand how to create great user experience which convert good intentions into action to mainstream sustainable innovations.
Are you a social / impact entrepreneur frustrated 😤 by the lack of real change in climate action and sustainable behaviours?
This is the webinar to understand the attitude - behaviour gap in sustainable consumption and how user experience tools, methods and best practices can contribute to scaling people and planet-friendly behaviours, products and services
SPEAKER:
Marie Geneste is the founder of The C Collective, a new purpose-driven consultancy helping people and planet friendly entrepreneurs scale their innovations through great user experiences.
More information on theccollective.com
Steer intent, drive behavior, improve web traffic with web content management...Bridgeline Digital
Understanding your website users and how to drive their behavior is a fundamental imperative to the success of your online marketing initiatives. See the details behind understanding user intent and behavior — using real-life examples.
Similar to The four contexts of service design (20)
Design visualisations are information products that communicate how new products or services will work. The way they do this is by showing the new product or service in action, using a combination of text and pictures to tell the story of the future user experience.
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?
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
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.
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.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEFebless Hernane
CapCut is an easy-to-use video editing app perfect for beginners. To start, download and open CapCut on your phone. Tap "New Project" and select the videos or photos you want to edit. You can trim clips by dragging the edges, add text by tapping "Text," and include music by selecting "Audio." Enhance your video with filters and effects from the "Effects" menu. When you're happy with your video, tap the export button to save and share it. CapCut makes video editing simple and fun for everyone!
1. THE FOUR CONTEXTS OF SERVICE DESIGN Darren Menachemson | @thoughtpod What you need to do before you design the detail of a service, and how you can go about doing it.
2. We need services to work for people. Desired outcome: healthy mum and baby
3. THE FOUR CONTEXTS OF SERVICE DESIGN The business context The strategic context The user context The capability context Who are we developing the service for? Service as an experience What are we changing? Service as an architecture Why are we doing what we’re doing? Service as a strategy What skills do we need to do it? Service as a design challenge
4. STAGES IN THE SERVICE DESIGN The service concept The strategy The detail
5. THE EARLY STAGES: A SERVICE BLUEPRINT Strategic intent User context UI detail of risk eventuating Integrated program view Interaction flow Changed outcome Architectural shifts
6. A SERVICE AS A STRATEGY Strategic shifts Broader trends
7. CREATING THE STRATEGIC CONTEXT Online transaction: Create new web-based services Authentication: Put PIN in the post Offline transaction: Develop paper forms Enhanced support: Set up more call centre helplines Make low-cost online channels more desirable to encourage customer migration and uptake Mobile apps/browsing Reduce/reuse/recycle Zero wait
8.
9. A SERVICE AS AN EXPERIENCE Users User Journey Interactions Service Service
11. LEARNING THE USER CONTEXT Contextual enquiry Interviews Design focus groups Research reviews
12. A SERVICE AS AN ARCHITECTURE BUSINESS CONTEXT Interactions Channels Roles Processes Information systems/tools Information Legislation Sociocultural norms and beliefs
13. A SERVICE AS A DESIGN CHALLENGE Service Skills Knowledge Experience Role Authority Space
14. CREATING THE CAPABILITY CONTEXT DESIGN FACILITATOR USER RESEARCHER UX ARCHITECT INFO DESIGNER ACTIVITIES SKILLS DELIVERY
15. CREATING THE CAPABILITY CONTEXT Project Manager Business Lead Subject Matter Expert Business Analyst Data Architect Developer Solution Architect Design Facilitator UX Architect User Researcher Information designer
16. AN INTEGRATED, HOLISTIC VIEW User User Journey Service interactions Strategic direction Design capability Channels Roles Processes Information systems Information Legislation Societal/cultural norms
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19. SERVICE BLUEPRINT: ENRICHED STORY Finds out about a new service Calls to register Call centre rep conducts POI Discuss circumstances to determine eligibility. Registration. Week later, receives confirmation letter and welcome pack. Scaffolds the architecture
20. SERVICE BLUEPRINT: ENRICHED STORY Week later, John checks his email, and finds a message from the agency. He opens it and [etc etc] Email A visual and textual narrative
21. SERVICE BLUEPRINT: ENRICHED STORY Identifies the change Week later, John checks his email, and finds a message from the agency. He opens it and [etc etc] Email, rather than paper-based correspondence decreases the registration turnaround time and reduces mailout/printing costs. Email
22. SERVICE BLUEPRINT: ENRICHED STORY Week later, John checks his email, and finds a message from the agency. He opens it and finds it contains an appointment time, which updates his online calendar [etc] Email, rather than paper-based correspondence decreases the registration turnaround time and reduces mailout/printing costs. Email Auto email facility – generates emails based on case note. Calendar – updated based on authenticated link-click. Previous scenes in the story Shows the key enabling architectural assets
24. Service Blueprinting is a team sport. It is fuelled by the four contexts. Once it’s done, it becomes the single songsheet for design. It changes a lot. Yes, powerpoint. SERVICE BLUEPRINT: YOU SHOULD KNOW…
The word service represents a very complex idea. A service is intangible, but it can be made up of a mixture of intangble and tanginble things. It gives a benefit to someone. It happens over a period of time, and may involve one interaction, or many interactions.
A service forms part of an organisation’s strategic direction A service exists in a broader user context. A service’s user experience emerges from its architectural context A service is designed and redesigned by a service design capability Getting these four things right before diving in to the detail of the service design can be the difference between success and failure.
tail
The real world is so complex, we like to pretend that it isn’t. So instead of engaging with all of that complexity until we are fluent in it, we are often inclined to imagine a simpler, more structured and logical world, populated by people who, by and large are just like us. I can sit in a room, and imagine that I’m a pregnant mother. I can sit in a room and imagine that I’m a small business owner. I can sit in a room and imagine that I am an art appreciator looking to auction an oil painting. And once I’ve done that, I can design a service that will be absolutely suitable for any pregnant mother who is a 30-40 year old male service designer with a working professional knowledge of the Australian health system. The only person who truly understands what a small business owner goes through is someone who, A, owns something, where that something is, B, a business, that is C, small. But it is possible to understand a small business owner enough that you can put that insight to work designing a service for them. The best way to do this is to actually talk to them, or even better, to watch how they do what they do and learn through sharing their experience for a while. I remember once, many years ago, when the web was new and links were still comic sans buttons with five point bevels and drop shadows. I was doing an intranet redesign for an organisation that did many interesting things, one fo them being sending senior engineers aboard ships to check that they were safe. Knowing the right procedures to use was of critical importance to the safety both of the engineer and the ship itself, and the intranet was the primary source of procedural information. Whenever I’m working on a project like this, I like to think about why it’s important. On this project, I had visions of explosions, of ships sinking, of survivors clambering onto the remains of wooden cargo crates to avoid being eaten by massive great white sharks that were not only hungry, but pissed off. I decided that the team would need to do some contextual enquiries, right upfront, before we got into the details of a solution. For those of you who have never done contextual enquiries, here are a few key facts about them. Firstly, they are observational – you actually go out into the field, and watch the people you are wanting to learn about. I’ve encountered two philosophies about contextual enquiry. The first one says that you should be objective, and watch without participating. You should encourage the user to do, not tell, and to be as narrative as possible, describing what is happening, why, and what they think and feel about it all. You should be inquisitive, and ask about things and processes, especially where something unexpected seems to be playing an important role – like scribble on a post-it, or a quick telephone call to support a decision-making process. The second one takes mostly the same approach, but instead of purely observing, you almost apprentice yourself to the user, and get them to show you the ropes, so you can have a first-hand experience to supplement your inquiry. I’ve personally used both forms.
A service forms part of an organisation’s strategic direction A service exists in a broader user context. A service’s user experience emerges from its architectural context A service is designed and redesigned by a service design capability Getting these four things right before diving in to the detail of the service design can be the difference between success and failure.