The document provides an overview of service design as presented by Dr. Satu Miettinen. It discusses why service design is important, particularly for developing new solutions in the public sector. Service design is defined as a tool for improving customer experience, innovating new services, and increasing return on investment. The design process involves understanding users, observing them, creating prototypes, and involving users and clients in evaluation and improvement. A variety of methods are presented, including mapping customer journeys and touchpoints to understand and visualize the service experience.
Touchpoint article: Service Prototyping in Action! www.service-design-network...Satu Miettinen
This article is found in Touchpoint service design journal: Touchpoint 3#2 “Organisational Change”, link to the SDN website (www.service-design-network.org/tp-catalog)
Seen in quotes, "Service Design" sounds a rallying cry for a purpose of service, but too often at a high price: confusing the definitions of both service and design. This is a good time to intervene.
I made this presentation to explain the service design process during the workshop "Design for safety food, production and distribution network" hold in Tongji Unversity (Shanghai), in collaboration with Kolding Design Skolen (Denmark)
Touchpoint article: Service Prototyping in Action! www.service-design-network...Satu Miettinen
This article is found in Touchpoint service design journal: Touchpoint 3#2 “Organisational Change”, link to the SDN website (www.service-design-network.org/tp-catalog)
Seen in quotes, "Service Design" sounds a rallying cry for a purpose of service, but too often at a high price: confusing the definitions of both service and design. This is a good time to intervene.
I made this presentation to explain the service design process during the workshop "Design for safety food, production and distribution network" hold in Tongji Unversity (Shanghai), in collaboration with Kolding Design Skolen (Denmark)
Service Prototyping from a Service Logic PerspectiveHellibop
Slides from my presentation at Nordic Academy of Management conference, NFF, 2011 in Stockholm, Sweden. The paper can be seen here: http://www.ida.liu.se/~johbl/PrototypingServiceLogicFinal.pdf
As a product designer, I'm interested in User Experience Design. Actually, I'm still in ongoing learning process of it. Even though I'm kind of new bee in this field, the reason why I choose this topic is to share my perspective of UXD. In this presentation, I'm not going to only explain what the UX Design is, but also how user experience is applied in some area with some examples.
The presentation looks at different dimensions of prototyping in the service design field. Proto-typing is often used as a tool to communicate ideas and refine the design.
The presentation suggests that prototyping is valuable beyond that. It discusses how prototyping can be explicitly used to
• Create a common understanding amongst co-designers
• Communicate an idea to clients and co-designers
• Test ideas with users
• Co-design with clients, users and fellow designers
The presentation gives an overview of proto-typing methods for the service design field and analyses the strengths and weaknesses of
various methods throughout the design process.
It concludes with a guide for practicing service designers, which suggests when to use which prototyping methods. This includes concepts models, role plays, scena-rios, low-fi-prototypes, experience prototypes, physical models and spatial interaction.
The speakers draw from their experience in service design projects at Fjord, Nokia, inventedhere and the HPI School of Design Thinking.
A quick overview of service design by Nick Marsh of Engine service design. What is service design? Why is it? Where's it going next?
Delivered at HyperIsland, Stockholm, September 2007
Introduction to Service Design by User StudioUser Studio
"Introduction to Service Design" : we made this slideshow for a training session on service design for for Iniciativa Joven, a regional government organisation in Spain dedicating to helping young entrepreneurs get their projects off the ground !
Learning Space Service Design - ELI2012Elliot Felix
Presentation on Learning Space Service Design at EDUCAUSE Learning Initiative 2012 Annual Meeting. Makes the case for a shift in mindset in the design, operations, and assessment of spaces to integrate services. Then, provides an overview of the process and tools to do so.
Service Design Introduction for RainmakersLior Smith
An introduction to service design and user research, in theory and practice, for the wider team at the consultancy Rainmaker. A recent 10 week project at HS2 is used as an example of how service design principles can be applied.
Session includes workshop about where Rainmakers' individual skills and activities fit in and around the service design process.
Service Prototyping from a Service Logic PerspectiveHellibop
Slides from my presentation at Nordic Academy of Management conference, NFF, 2011 in Stockholm, Sweden. The paper can be seen here: http://www.ida.liu.se/~johbl/PrototypingServiceLogicFinal.pdf
As a product designer, I'm interested in User Experience Design. Actually, I'm still in ongoing learning process of it. Even though I'm kind of new bee in this field, the reason why I choose this topic is to share my perspective of UXD. In this presentation, I'm not going to only explain what the UX Design is, but also how user experience is applied in some area with some examples.
The presentation looks at different dimensions of prototyping in the service design field. Proto-typing is often used as a tool to communicate ideas and refine the design.
The presentation suggests that prototyping is valuable beyond that. It discusses how prototyping can be explicitly used to
• Create a common understanding amongst co-designers
• Communicate an idea to clients and co-designers
• Test ideas with users
• Co-design with clients, users and fellow designers
The presentation gives an overview of proto-typing methods for the service design field and analyses the strengths and weaknesses of
various methods throughout the design process.
It concludes with a guide for practicing service designers, which suggests when to use which prototyping methods. This includes concepts models, role plays, scena-rios, low-fi-prototypes, experience prototypes, physical models and spatial interaction.
The speakers draw from their experience in service design projects at Fjord, Nokia, inventedhere and the HPI School of Design Thinking.
A quick overview of service design by Nick Marsh of Engine service design. What is service design? Why is it? Where's it going next?
Delivered at HyperIsland, Stockholm, September 2007
Introduction to Service Design by User StudioUser Studio
"Introduction to Service Design" : we made this slideshow for a training session on service design for for Iniciativa Joven, a regional government organisation in Spain dedicating to helping young entrepreneurs get their projects off the ground !
Learning Space Service Design - ELI2012Elliot Felix
Presentation on Learning Space Service Design at EDUCAUSE Learning Initiative 2012 Annual Meeting. Makes the case for a shift in mindset in the design, operations, and assessment of spaces to integrate services. Then, provides an overview of the process and tools to do so.
Service Design Introduction for RainmakersLior Smith
An introduction to service design and user research, in theory and practice, for the wider team at the consultancy Rainmaker. A recent 10 week project at HS2 is used as an example of how service design principles can be applied.
Session includes workshop about where Rainmakers' individual skills and activities fit in and around the service design process.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
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The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
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Bob Boule
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Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
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A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
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- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
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GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
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https://arxiv.org/abs/2306.08302
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Essentials of Automations: Optimizing FME Workflows with Parameters
Uid 2009 27102009
1. Intro to Service Design
Dr. Satu Miettinen
www.servicedesignthinking.com
www.satumiettinen.com
2. Why service design?
• Public service sector has huge need to
develop new service structures and solutions
with small resources. > social design, new
user orientated service systems
• Growing area of service industry and the
experience economy offers possibilities to
develop user orientated service clusters. >
new business opportunies
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
3. What is service design?
• Service design as a tool for improving a
customer experience, innovating new
service opportunities and ROI (return on
investment).
• Service design is a tool for innovating
new sustainable service systems and
well-being.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
4. With design methods and
thinking
• Service design connects the areas of cultural,
social and human interaction. Use of design
methods acts as a link between the different
views in the service design process.
• Service design looks at service development
from the designer’s point of view. Design
thinking has the ability to create concepts,
solutions and future service experiences for
users.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
5. Generative methods
• Gaining human-centred insights, new
ideas and opportunities, emergent
patterns and challenges, possible new
offerings (context mapping, role playing,
design probes).
Fulton Suri, J. (2008): Informing Our Intuition: Design Research for Radical Innovation. Rotman Magazine,
Winter 2008. pp. 53-55.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
6. Evaluative and formative
methods
• Co-discovery, co-design, engaging the
participants in creativity and in critical
thinking, sketches, models, videos,
prototypes, continual learning through a
process to determine the what, how, and to
whom the offering is directed (storyboards,
animations, tangible prototypes).
Fulton Suri, J. (2008): Informing Our Intuition: Design Research for Radical Innovation. Rotman Magazine, Winter 2008. pp. 53-
55.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
7. Predictive methods
• Future opportunities and ideas,
speculative scenarios, estimating the
scale and potential of an opportunity
even when most variables are unknown
(scenario-based design).
Fulton Suri, J. (2008): Informing Our Intuition: Design Research for Radical Innovation. Rotman Magazine,
Winter 2008. pp. 53-55.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
8. Service experience
• Experience includes personal
expectations, values, meanings >
customer experience can’t be dictated!
• One can set the right kind of framework
and setting for the customer experience
to direct it in the right direction
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
9. Drama
• The choreography of experience or at
least of conditions that enable certain
experiences is a major challenge in the
service design process. Use techniques
that have their roots in performing arts;
learn from experience and interaction
design in order to ”design time”.
Mager, B. (2009): Service Design as an Emerging Field. In Designing Services with
Innovative Methods. Miettinen, S. and Koivisto, M. Taik Publications,
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
10. User experience
• Desmet and Hekkert (2007) define that the user
experience is shaped by the characteristics of the
user (personality, skills, background, cultural values
and motives) as well as those of the product (shape,
texture, colour and behaviour). Physical actions and
perceptual and cognitive processes (perceiving,
exploring, using, remembering, comparing and
understanding) will contribute to the experience. It is
further influenced by the context of interaction
(physical, social, economic).
Desmet, Pieter and Hekkert, Paul (2007): Framework of Product Experience. International
Journal of Design. 1 (1), 57-66. http://www.ijdesign. org. Downloaded 4.9.2007
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
11. Service designer
• Aquire the user knowledge with
variety of tools
• Visualize the service experience
• Social skills, empathy for the users,
creativity and visual thinking
• Design thinking and co-ordination
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
12. Main tasks in service design
business:
a) Improving existing services/ service
channels (web, phone, personal sales etc)
b) Innovating new commercial services for a
company
c) Creating a service strategy or improving
brand strategy with service design tools
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
13. Added value of service design
for the service business
• Proactive method, foreseeing service opportunities and needs
• Gaining human-centered insights with innovative methods
• Developing services with user orientation
• Improved user-experience
• Customer profiles
• Qulitative research with creative process and strong quality work
• Multi-disciliplinary work
• Building brand experience through good and credible user experiences
• Users included in the development process
• Testing the ideas
• Understanding the service context
• Visualizing
• Prototyping, iterative process
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
14. Customer Journey
Services are processes that happen
over time, and this process includes
several service moments. When all
service moments are connected the
customer journey is formed. The
customer journey is formed both by the
service provider’s explicit actions as
well as by the customer’s choices.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
15. Mikko Koivisto’s example of a customer journey that is formed by several service
moments In Designing Services with Innovative Methods
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
16. Tool for making concrete
• In service design the customer journey and the
service moments can be mapped out from an already
existing service or used as tools in the concept
design phase of new service offerings. By doing this
the service structure becomes more concrete and
understandable and can therefore be better shaped
and critically examined. With the help of observation
and other methods used in service design it is
possible to find new customer needs and new models
of earning money.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
17. Service touchpoints
• Each service moment is made of a
number of touchpoints through which
the service and its brand is experienced
and perceived with all the senses.
Touchpoints are divided into channels,
objects, processes and people.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
18. Service channels
• Channels are environments, spaces
and places where the visible part of the
service production happens. Channels
can be physical, digital or intangible.
Often services are multichannel
customer experiences, which means
that they are produced through many
different media.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
19. Objects as touchpoints
• Objects as touchpoints are things or
machines that the customer himself uses,
needs or gets when using a service. The
objects can also be things that the personnel
use but are still visible to the customer and
contribute to the customer’s service
experience. Since the service cannot be
tested before using it the customer often
draws conclusions based on what he or she
sees. Objects often thus have a
communicative role in services.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
20. Blueprinting the service
• Service design keeps the focus on the lived experience of the
user journey. This is a journey that points to where people
actually experience the service. This approach enables
organizations to understand how people and services relate in
practise. For developing a service blueprint one needs to
understand the service architecture. This is a complex system
and arrangement of objects, dialogues, information, content,
processes and navigation. Touchpoints are the people and
tangible things that shape the experience of services.
Touchpoints, as previously mentioned, are the places and
spaces where people experience the services. Service can thus
be described as a journey that connects the touchpoints.
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009
21. Service design process
> Understanding the service design challenge: the
users, business environment and applicable
technologies
> Observing, profiling, creating empathy for the
users, participating with the users and being
visual during the whole process
> Creating ideas, prototyping, evaluating and
improving including the clients and the users in
the process
> Implementing, maintaining and developing the
services
> Operating with business realities
27.10.2009 Lecture at Sampo hall, University of Art
and Design Helsinki, UID 2009