SlideShare a Scribd company logo
UXTalk #5Service DesignDominira SaulDirector, User Experience DesignAkendi Commanditaire Sponsor
UXMTL Service Design & UX Dominira Saul MSc. Akendi
Bailey’s Human Performance Model
Customer Experience vs. User Experience Whether you’re a service company or a product company, the experience your customers have with your product matters Customers have needs and expectations around all of the touchpoints that represent your business The key to satisfying those needs is understanding customer behaviour and expectations Maslow is the basis for a customer hierarchy of needs that helps to define a remarkable product/service.
Touchpoints Branding Wayfinding Point of Sale Customer service / support Product service / support Distribution Upgrade  All of these experiences can be planned, designed and tested
Service Design Approach Define business goals What do you want to achieve with your service offering? Conduct user research Who are your users What do they expect What is their context of use Undertake prototyping anditeration Create cheap quick version of your service design that you can test Conduct user testing Solicit user feedback with prototypes before committing to full production
Understand User Needs
Flying Refined
Bottom Line A great product or service does not automatically equal success Remove chance and guesswork from the equation Understand your users… meet their needs… then surpass them
Thank you Dominira Saul dominira@akendi.com Twitter: @akendi

More Related Content

What's hot

Kano Model for Customer Needs
Kano Model for Customer NeedsKano Model for Customer Needs
Kano Model for Customer Needs
Nitesh Verma
 
Customer journey mapping with UXPressia
Customer journey mapping with UXPressiaCustomer journey mapping with UXPressia
Customer journey mapping with UXPressia
Yuri Vedenin
 
Product Market Development
Product Market DevelopmentProduct Market Development
Product Market Development
Emad Saif
 
Kano Model
Kano ModelKano Model
Kano Model
Lee-Jon Ball
 
Kano Model of Needs
Kano Model of NeedsKano Model of Needs
Kano Model of Needs
Akhil Yelisetti
 
Star a customer service model
Star   a customer service modelStar   a customer service model
Star a customer service model
Srinivason U
 
Llp tecnico-class2
Llp tecnico-class2Llp tecnico-class2
Llp tecnico-class2
Luis Caldas de Oliveira
 
Llp tecnico-class3
Llp tecnico-class3Llp tecnico-class3
Llp tecnico-class3
Luis Caldas de Oliveira
 
#FCMIA 4/29: Effective User Experience
#FCMIA 4/29: Effective User Experience#FCMIA 4/29: Effective User Experience
#FCMIA 4/29: Effective User Experience
Open Source Fashion
 
LiveAgent's tour
LiveAgent's tourLiveAgent's tour
LiveAgent's tour
LiveAgent
 

What's hot (12)

Kano Model for Customer Needs
Kano Model for Customer NeedsKano Model for Customer Needs
Kano Model for Customer Needs
 
IPDD Kano model
IPDD Kano modelIPDD Kano model
IPDD Kano model
 
Customer journey mapping with UXPressia
Customer journey mapping with UXPressiaCustomer journey mapping with UXPressia
Customer journey mapping with UXPressia
 
Kano Analysis
Kano AnalysisKano Analysis
Kano Analysis
 
Product Market Development
Product Market DevelopmentProduct Market Development
Product Market Development
 
Kano Model
Kano ModelKano Model
Kano Model
 
Kano Model of Needs
Kano Model of NeedsKano Model of Needs
Kano Model of Needs
 
Star a customer service model
Star   a customer service modelStar   a customer service model
Star a customer service model
 
Llp tecnico-class2
Llp tecnico-class2Llp tecnico-class2
Llp tecnico-class2
 
Llp tecnico-class3
Llp tecnico-class3Llp tecnico-class3
Llp tecnico-class3
 
#FCMIA 4/29: Effective User Experience
#FCMIA 4/29: Effective User Experience#FCMIA 4/29: Effective User Experience
#FCMIA 4/29: Effective User Experience
 
LiveAgent's tour
LiveAgent's tourLiveAgent's tour
LiveAgent's tour
 

Similar to UXTalk#5 "Service Design"

Build Services that Fit: Product Discovery Lessons Learned
Build Services that Fit: Product Discovery Lessons LearnedBuild Services that Fit: Product Discovery Lessons Learned
Build Services that Fit: Product Discovery Lessons Learned
Tremis Skeete
 
Design Thinking Frameworks
Design Thinking FrameworksDesign Thinking Frameworks
Design Thinking Frameworks
Operational Excellence Consulting
 
5 Ways of Creating a Great Customer Experience | TeamWave
5 Ways of Creating a Great Customer Experience | TeamWave5 Ways of Creating a Great Customer Experience | TeamWave
5 Ways of Creating a Great Customer Experience | TeamWave
Reshmi Menon
 
The User Experience Designer
The User Experience DesignerThe User Experience Designer
The User Experience Designer
Manish G Pillewar
 
The Business Model Canvas and Social Impact
The Business Model Canvas and Social ImpactThe Business Model Canvas and Social Impact
The Business Model Canvas and Social Impact
Paul Orlando
 
Survey Swift Linkedin
Survey Swift LinkedinSurvey Swift Linkedin
Survey Swift Linkedin
hedleybasford
 
How UI/UX Design Services Improve SaaS Platforms
How UI/UX Design Services Improve SaaS PlatformsHow UI/UX Design Services Improve SaaS Platforms
How UI/UX Design Services Improve SaaS Platforms
Pangolin Marketing
 
Visualizing & Creating High-Performance Customer-Centric Design
Visualizing & Creating High-Performance Customer-Centric DesignVisualizing & Creating High-Performance Customer-Centric Design
Visualizing & Creating High-Performance Customer-Centric Design
Chloë Bregman, CSPO
 
Roi and user experience
Roi and user experienceRoi and user experience
Roi and user experience
Our Community Exchange LLC
 
Ameex Creative Services
Ameex Creative ServicesAmeex Creative Services
Ameex Creative Services
Ameex Technologies
 
Using Amazon's PRFAQ Methodology! by Amazon Product Leader
Using Amazon's PRFAQ Methodology! by Amazon Product LeaderUsing Amazon's PRFAQ Methodology! by Amazon Product Leader
Using Amazon's PRFAQ Methodology! by Amazon Product Leader
Product School
 
kano-model-091104015810-phpapp02.pdf
kano-model-091104015810-phpapp02.pdfkano-model-091104015810-phpapp02.pdf
kano-model-091104015810-phpapp02.pdf
AmitKapoor826218
 
Product designer Course at Soal
Product designer Course at SoalProduct designer Course at Soal
Product designer Course at Soal
School of accelerated Learning
 
Startup Research and Design Toolkit
Startup Research and Design ToolkitStartup Research and Design Toolkit
Startup Research and Design Toolkit
Darshil Vora
 
Product design Course in India
Product design Course in IndiaProduct design Course in India
Product design Course in India
School of accelerated Learning
 
Service design - Introduction
Service design - Introduction Service design - Introduction
Service design - Introduction
For Hire
 
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...
ServDes
 

Similar to UXTalk#5 "Service Design" (20)

Build Services that Fit: Product Discovery Lessons Learned
Build Services that Fit: Product Discovery Lessons LearnedBuild Services that Fit: Product Discovery Lessons Learned
Build Services that Fit: Product Discovery Lessons Learned
 
Design Thinking Frameworks
Design Thinking FrameworksDesign Thinking Frameworks
Design Thinking Frameworks
 
5 Ways of Creating a Great Customer Experience | TeamWave
5 Ways of Creating a Great Customer Experience | TeamWave5 Ways of Creating a Great Customer Experience | TeamWave
5 Ways of Creating a Great Customer Experience | TeamWave
 
The User Experience Designer
The User Experience DesignerThe User Experience Designer
The User Experience Designer
 
The Business Model Canvas and Social Impact
The Business Model Canvas and Social ImpactThe Business Model Canvas and Social Impact
The Business Model Canvas and Social Impact
 
Survey Swift Linkedin
Survey Swift LinkedinSurvey Swift Linkedin
Survey Swift Linkedin
 
Kano (1)
Kano (1)Kano (1)
Kano (1)
 
How UI/UX Design Services Improve SaaS Platforms
How UI/UX Design Services Improve SaaS PlatformsHow UI/UX Design Services Improve SaaS Platforms
How UI/UX Design Services Improve SaaS Platforms
 
Visualizing & Creating High-Performance Customer-Centric Design
Visualizing & Creating High-Performance Customer-Centric DesignVisualizing & Creating High-Performance Customer-Centric Design
Visualizing & Creating High-Performance Customer-Centric Design
 
Roi and user experience
Roi and user experienceRoi and user experience
Roi and user experience
 
Kano Model
Kano ModelKano Model
Kano Model
 
Kano
KanoKano
Kano
 
Ameex Creative Services
Ameex Creative ServicesAmeex Creative Services
Ameex Creative Services
 
Using Amazon's PRFAQ Methodology! by Amazon Product Leader
Using Amazon's PRFAQ Methodology! by Amazon Product LeaderUsing Amazon's PRFAQ Methodology! by Amazon Product Leader
Using Amazon's PRFAQ Methodology! by Amazon Product Leader
 
kano-model-091104015810-phpapp02.pdf
kano-model-091104015810-phpapp02.pdfkano-model-091104015810-phpapp02.pdf
kano-model-091104015810-phpapp02.pdf
 
Product designer Course at Soal
Product designer Course at SoalProduct designer Course at Soal
Product designer Course at Soal
 
Startup Research and Design Toolkit
Startup Research and Design ToolkitStartup Research and Design Toolkit
Startup Research and Design Toolkit
 
Product design Course in India
Product design Course in IndiaProduct design Course in India
Product design Course in India
 
Service design - Introduction
Service design - Introduction Service design - Introduction
Service design - Introduction
 
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...
Moving Towards Service Dominant Logic in Manufacturing Sector: Development of...
 

Recently uploaded

Mohannad Abdullah portfolio _ V2 _22-24
Mohannad Abdullah  portfolio _ V2 _22-24Mohannad Abdullah  portfolio _ V2 _22-24
Mohannad Abdullah portfolio _ V2 _22-24
M. A. Architect
 
一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理
一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理
一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理
h7j5io0
 
20 slides of research movie and artists .pdf
20 slides of research movie and artists .pdf20 slides of research movie and artists .pdf
20 slides of research movie and artists .pdf
ameli25062005
 
Design Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinkingDesign Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinking
cy0krjxt
 
PDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in NoidaPDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in Noida
PoojaSaini954651
 
Design Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinkingDesign Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinking
cy0krjxt
 
一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理
一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理
一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理
smpc3nvg
 
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
pmgdscunsri
 
Design Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinkingDesign Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinking
cy0krjxt
 
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
gpffo76j
 
Moldes de letra 3D Alfabeto completo esp
Moldes de letra 3D Alfabeto completo espMoldes de letra 3D Alfabeto completo esp
Moldes de letra 3D Alfabeto completo esp
Hess9
 
一比一原版(毕业证)长崎大学毕业证成绩单如何办理
一比一原版(毕业证)长崎大学毕业证成绩单如何办理一比一原版(毕业证)长崎大学毕业证成绩单如何办理
一比一原版(毕业证)长崎大学毕业证成绩单如何办理
taqyed
 
Timeless Principles of Good Design
Timeless Principles of Good DesignTimeless Principles of Good Design
Timeless Principles of Good Design
Carolina de Bartolo
 
White wonder, Work developed by Eva Tschopp
White wonder, Work developed by Eva TschoppWhite wonder, Work developed by Eva Tschopp
White wonder, Work developed by Eva Tschopp
Mansi Shah
 
ARENA - Young adults in the workplace (Knight Moves).pdf
ARENA - Young adults in the workplace (Knight Moves).pdfARENA - Young adults in the workplace (Knight Moves).pdf
ARENA - Young adults in the workplace (Knight Moves).pdf
Knight Moves
 
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...
Mansi Shah
 
Virtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburghVirtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburgh
millarj46
 
Design-Thinking-eBook for Public Service Delivery
Design-Thinking-eBook for Public Service DeliveryDesign-Thinking-eBook for Public Service Delivery
Design-Thinking-eBook for Public Service Delivery
farhanaslam79
 
一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理
一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理
一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理
708pb191
 
Technoblade The Legacy of a Minecraft Legend.
Technoblade The Legacy of a Minecraft Legend.Technoblade The Legacy of a Minecraft Legend.
Technoblade The Legacy of a Minecraft Legend.
Techno Merch
 

Recently uploaded (20)

Mohannad Abdullah portfolio _ V2 _22-24
Mohannad Abdullah  portfolio _ V2 _22-24Mohannad Abdullah  portfolio _ V2 _22-24
Mohannad Abdullah portfolio _ V2 _22-24
 
一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理
一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理
一比一原版(UCB毕业证书)伯明翰大学学院毕业证成绩单如何办理
 
20 slides of research movie and artists .pdf
20 slides of research movie and artists .pdf20 slides of research movie and artists .pdf
20 slides of research movie and artists .pdf
 
Design Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinkingDesign Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinking
 
PDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in NoidaPDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in Noida
 
Design Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinkingDesign Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinking
 
一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理
一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理
一比一原版(Bristol毕业证书)布里斯托大学毕业证成绩单如何办理
 
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
 
Design Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinkingDesign Thinking Design thinking Design thinking
Design Thinking Design thinking Design thinking
 
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
 
Moldes de letra 3D Alfabeto completo esp
Moldes de letra 3D Alfabeto completo espMoldes de letra 3D Alfabeto completo esp
Moldes de letra 3D Alfabeto completo esp
 
一比一原版(毕业证)长崎大学毕业证成绩单如何办理
一比一原版(毕业证)长崎大学毕业证成绩单如何办理一比一原版(毕业证)长崎大学毕业证成绩单如何办理
一比一原版(毕业证)长崎大学毕业证成绩单如何办理
 
Timeless Principles of Good Design
Timeless Principles of Good DesignTimeless Principles of Good Design
Timeless Principles of Good Design
 
White wonder, Work developed by Eva Tschopp
White wonder, Work developed by Eva TschoppWhite wonder, Work developed by Eva Tschopp
White wonder, Work developed by Eva Tschopp
 
ARENA - Young adults in the workplace (Knight Moves).pdf
ARENA - Young adults in the workplace (Knight Moves).pdfARENA - Young adults in the workplace (Knight Moves).pdf
ARENA - Young adults in the workplace (Knight Moves).pdf
 
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...
 
Virtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburghVirtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburgh
 
Design-Thinking-eBook for Public Service Delivery
Design-Thinking-eBook for Public Service DeliveryDesign-Thinking-eBook for Public Service Delivery
Design-Thinking-eBook for Public Service Delivery
 
一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理
一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理
一比一原版(UAL毕业证书)伦敦艺术大学毕业证成绩单如何办理
 
Technoblade The Legacy of a Minecraft Legend.
Technoblade The Legacy of a Minecraft Legend.Technoblade The Legacy of a Minecraft Legend.
Technoblade The Legacy of a Minecraft Legend.
 

UXTalk#5 "Service Design"

  • 1. UXTalk #5Service DesignDominira SaulDirector, User Experience DesignAkendi Commanditaire Sponsor
  • 2. UXMTL Service Design & UX Dominira Saul MSc. Akendi
  • 4. Customer Experience vs. User Experience Whether you’re a service company or a product company, the experience your customers have with your product matters Customers have needs and expectations around all of the touchpoints that represent your business The key to satisfying those needs is understanding customer behaviour and expectations Maslow is the basis for a customer hierarchy of needs that helps to define a remarkable product/service.
  • 5. Touchpoints Branding Wayfinding Point of Sale Customer service / support Product service / support Distribution Upgrade All of these experiences can be planned, designed and tested
  • 6. Service Design Approach Define business goals What do you want to achieve with your service offering? Conduct user research Who are your users What do they expect What is their context of use Undertake prototyping anditeration Create cheap quick version of your service design that you can test Conduct user testing Solicit user feedback with prototypes before committing to full production
  • 9. Bottom Line A great product or service does not automatically equal success Remove chance and guesswork from the equation Understand your users… meet their needs… then surpass them
  • 10. Thank you Dominira Saul dominira@akendi.com Twitter: @akendi