If you work with services, whether in technology, physical or human services, this talk will give you a high level understanding of the Service Design process and how you can use simple tools to find a problem worth solving, and solve it well.
Note: If you are an experienced service designer you may find the content fairly high level :)
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Talk on the importance of Service Design Thinking, how the evolution of Design and business leads to Service Design Thinking, overview of Service Design Thinking process and key artifacts used.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Richard Ekelman, Founder of the Service Experience Academy will lead this 1-hour talk. He will explore what service design is a discipline and toolkit when building understanding, co-creating innovation, and evolving organizational culture. Service design is uniquely equipped to handle the complexities and pitfalls of innovation, and this talk will cover not only the core thinking and principles but how those principles have practical application in any organization. Additionally, Rich discusses the overlaps and distinctions between service design and other disciplines such as six sigma, user experience, customer experience, and product design. The goal of this webinare was to provide participants with a foundational understanding of service design that will enable them to build confidence in their ability to discuss and experiment with service design in their own work.
To hear a recording of Richard's presentation please visit https://attendee.gototraining.com/r/9217597784540753409.
Talk on the importance of Service Design Thinking, how the evolution of Design and business leads to Service Design Thinking, overview of Service Design Thinking process and key artifacts used.
The question of how Service Design is different from other disciplines is the wrong way to look at the discipline. In this talk I highlight the core flexibilities required to practice Service Design and how service design extends the work of other practices like UX, CX, IxD, Content Strategy, and more.
What can we expect to happen to services and design in the next 10 years? In this presentation, our head of Insight, Marzia Arico, explores four drivers of change that will significantly impact services and design in the future. #SDGC17
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
The role of service design in organizations Carol Massá
Presentation given at FusionConf UX Edition in Charlotte, NC (April, 2019) about the power of perspectives, role of service design, methodologies and challenges around shifting from operational driven to design drivel models in today's world.
Carol Massa is a service designer at Harmonic Design
www.thisisharmonic.com
Facilitators: Lawrence Neeley (Olin College) and Leticia Britos Cavagnaro (Stanford University)
Design Thinking is a method for the practical and creative resolution of problems through design with a comprehensive understanding of stakeholders, users, or customers. There has been significant coverage in the literature on this method, much in connection to Stanford’s d.school. This widely adopted method has direct application in engineering. Through this breakout, participants will learn some of the core concepts of design thinking and available resources. Participants will discuss how to leverage the overlap of design thinking and entrepreneurial mindset.
From Products to Services: A Service Design Crash CourseJamin Hegeman
This is a combination presentation and guide for a workshop I gave with Jared Cole at UX Week in August 2010. The content is largely the same as Service Design: An Interaction Design Perspective, except for the addition of the workshop slides.
Using Service Blueprints to Create Holistic Multi-Channel ExperienceIzac Ross
This workshop was presented at IxDA NYC local event on Wednesday, June 19, 2013 at AppNexus, http://ixda-nyc-june19-es2.eventbrite.com/
Using Service Blueprints to Create Holistic Multi-Channel Experiences
When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience.
The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see).
During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore
ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.
Establishing a service design practice in large organisations Livework Studio
In this keynote Marzia will share insights into how to build service design capability in large organisations. She will describe a diffusion model that encompasses four maturity stages. Through real client cases Marzia will picture each stage and describe how the organisation looks at each level.
Service design is no longer new or unknown. The practice is maturing as service design firms gain experience and organizations start to bring service design in house. Journey maps are all the rage, and everyone is talking about designing for the end to end customer experience. So what does it take to be a great service designer? What need do service designers address? What is the craft of service design? How might you build service design into your team? This talk was given at Productized16 in Lisbon.
Design Thinking Dallas by Chris BernardChris Bernard
These are the slides I gave for a keynote at a conference hosting by IMC2 for the Design Thinking Dallas Conference. Some of the content here is repetitive across other presentations I give.
Questions? Email me at chris.bernard@microsoft.com
The question of how Service Design is different from other disciplines is the wrong way to look at the discipline. In this talk I highlight the core flexibilities required to practice Service Design and how service design extends the work of other practices like UX, CX, IxD, Content Strategy, and more.
What can we expect to happen to services and design in the next 10 years? In this presentation, our head of Insight, Marzia Arico, explores four drivers of change that will significantly impact services and design in the future. #SDGC17
Slides from a service design workshop held at Ratkaisu13, an annual conference organized by CGI Finland (formerly known as Logica). If you are interested in knowing more, get in touch.
The role of service design in organizations Carol Massá
Presentation given at FusionConf UX Edition in Charlotte, NC (April, 2019) about the power of perspectives, role of service design, methodologies and challenges around shifting from operational driven to design drivel models in today's world.
Carol Massa is a service designer at Harmonic Design
www.thisisharmonic.com
Facilitators: Lawrence Neeley (Olin College) and Leticia Britos Cavagnaro (Stanford University)
Design Thinking is a method for the practical and creative resolution of problems through design with a comprehensive understanding of stakeholders, users, or customers. There has been significant coverage in the literature on this method, much in connection to Stanford’s d.school. This widely adopted method has direct application in engineering. Through this breakout, participants will learn some of the core concepts of design thinking and available resources. Participants will discuss how to leverage the overlap of design thinking and entrepreneurial mindset.
From Products to Services: A Service Design Crash CourseJamin Hegeman
This is a combination presentation and guide for a workshop I gave with Jared Cole at UX Week in August 2010. The content is largely the same as Service Design: An Interaction Design Perspective, except for the addition of the workshop slides.
Using Service Blueprints to Create Holistic Multi-Channel ExperienceIzac Ross
This workshop was presented at IxDA NYC local event on Wednesday, June 19, 2013 at AppNexus, http://ixda-nyc-june19-es2.eventbrite.com/
Using Service Blueprints to Create Holistic Multi-Channel Experiences
When working on multi-channel experiences that blend both digital and human-to-human interfaces, service blueprints allow interaction designers to look beyond the pixels and peer into the structures and systems of touchpoints that create the service experience.
The process of discovering, designing, and weaving these touchpoints together is the core work and deliverable of service designers. Service blueprints embody the foundational concepts of service design and are a fundamental tool for clarifying the interactions between customers, digital touchpoints, employees, and 'backstage' activities (everything the customer does not see).
During this 2.5 hour workshop, you will learn about the anatomy of services and how to use service blueprints in your design practice. You will create a service blueprint documenting an existing service encounter and identify new opportunities. Utilizing this blueprint, you will explore
ways of manipulating aspects of service delivery to eliminate pain-points, improve the experience, and create new process efficiencies.
Establishing a service design practice in large organisations Livework Studio
In this keynote Marzia will share insights into how to build service design capability in large organisations. She will describe a diffusion model that encompasses four maturity stages. Through real client cases Marzia will picture each stage and describe how the organisation looks at each level.
Service design is no longer new or unknown. The practice is maturing as service design firms gain experience and organizations start to bring service design in house. Journey maps are all the rage, and everyone is talking about designing for the end to end customer experience. So what does it take to be a great service designer? What need do service designers address? What is the craft of service design? How might you build service design into your team? This talk was given at Productized16 in Lisbon.
Design Thinking Dallas by Chris BernardChris Bernard
These are the slides I gave for a keynote at a conference hosting by IMC2 for the Design Thinking Dallas Conference. Some of the content here is repetitive across other presentations I give.
Questions? Email me at chris.bernard@microsoft.com
My keynote from the UX South Africa 2014 conference in Cape Town, South Africa
It's a look at the state of play including:
- It's still easy to find poor website UX in South Africa
- Informing digital strategy by making and launching things
- Problems that executives of traditionally non-digital companies face as software slowly eats the word - and some solutions: Proactive research, digital product management, agile...
- Some of the skills and talents that unicorn UX designers need to have
I spoke at LA Uncubed to talk about Product Design at Fullscreen. I get into everything from Ideating, research, prototyping, testing & building, and key take aways
My Agile 2013 session 'Rapid Product Design in the Wild'. In August 2012 Red Gate attended Kscope, a conference for Oracle developers. Instead of doing the usual product demonstrations, we turned our stand into a live lab and took Agile development processes out of the office and in front of our customers. Our stand included an area for customer research, a Kanban board and information radiators in the form of a whiteboard, blank wall and a large digital screen. Over 3 days we ran 9 sprints and conducted 25 customer interviews, using a paper prototype to get feedback. We collected invaluable information about our customers' development environments, how they work with their teams, their processes, tasks and pain points. By the end of the conference my colleague had developed an interactive HTML/CSS prototype which potential customers could evaluate. The team went through several rapid build-measure-learn cycles to improve our product concept and validate the market need.
This presentation explains the process we used and introduces the Live Design Lab Planner, a tool which helps teams to plan this type of rapid product design activity.
December 2017 presentation covering: What is design thinking? What does it look like in practice? What are some case stories of design thinking being used in the real world? How can we use design thinking in our organization? Where can I learn more?
IT Executive's Guide to Design thinking | AlgarytmPropel Apps
Understand what design thinking is. Learn how to use design thinking in SAP, Oracle EBS projects to understand what your customers/users really need. Seize the business benefits and innovate.
What makes websites a strong channel for the company? Is it the visuals or what it does for its customers? As success is increasingly fought at the experience level, can design help you build websites that people truly value? And if so, how?
This presentation is about good design discovery by way of effective User Experience research. It's a set of methods you can mix and match to truly understand who you're designing for, according to what the medium is and what your business needs.
If you've ever wondered how to conduct good UX research or what's going on in that designer's mind (again), look no further.
Presented at DrupalNorth Regional Summit (August 2018)
MX: Managing Experience | Day 2 - Designing Delivery: A Unified Approach to D...Adaptive Path
The digital service economy demands the ability to create coherent user experiences while achieving end-to-end agility and efficiency. The ability to deliver them together requires seamless system, process, and organizational design. Companies need a unified approach to design and operations that centers the entire organization around helping customers achieve their goals.
This workshop teaches participants how to connect user-centered design to the entire service delivery lifecycle. It introduces a holistic approach that interconnects marketing, design, development, and operations into a circular design/operations loop. Through talks, discussions, and guided exercises, participants learn how to improve both customer satisfaction and operational effectiveness by:
-designing for service, not just software
-minimizing latency and maximizing feedback throughout the organization
-designing for failure and operating to learn
-using operations as input to design
Understand what design thinking is. Learn how to use design thinking in SAP, Oracle EBS projects to understand what your customers/users really need. Seize the business benefits and innovate.
EventStorming was born as a massively in-person workshop to discover and model complex businesses and design event-driven software. But the old ways are no longer viable. After one year of experiments and discoveries in a forced-remote setting we know a lot more about what is still working and what is not.
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?
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.
Dive into the innovative world of smart garages with our insightful presentation, "Exploring the Future of Smart Garages." This comprehensive guide covers the latest advancements in garage technology, including automated systems, smart security features, energy efficiency solutions, and seamless integration with smart home ecosystems. Learn how these technologies are transforming traditional garages into high-tech, efficient spaces that enhance convenience, safety, and sustainability.
Ideal for homeowners, tech enthusiasts, and industry professionals, this presentation provides valuable insights into the trends, benefits, and future developments in smart garage technology. Stay ahead of the curve with our expert analysis and practical tips on implementing smart garage solutions.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
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.
2. Who am I?
Dhyana (Dee) Scarano
• Service & UX designer, Futurice
• B. Computer Science
• 5 yrs in software service design
• Service Jam Berlin, GovJam,
Sustainability Jam
• Cocoaheads Berlin
• @dhyanascarano
3. We create digital services
that people love.
• Founded in 2000
• 250+ employees from 19 countries
• 8th year in a row profitable growth
• YOY growth 30%
4. LSC is a multi-disciplinary way of working that
maximizes the probability of creating
successful digital services
Lean
Service
Creation
5. SERVICE VISION SPRINT
TEAM:
Business / Technology
Design / End-Users
BUSINESS
IDEA
Improve
Improve
Improve
LEAN SERVICE CREATION PROCESS
FIND A PROBLEM WORTH SOLVING FINDING PRODUCT MARKET FIT SCALING & TWEAKING
Days to Weeks Weeks to Months Months to Years
NEW IDEAS
SERVICE
VISION
MVP
TO
LAUNCH
6. SERVICE VISION SPRINT
TEAM:
Business / Technology
Design / End-Users
BUSINESS
IDEA
Improve
Improve
Improve
LEAN SERVICE CREATION PROCESS
FIND A PROBLEM WORTH SOLVING FINDING PRODUCT MARKET FIT SCALING & TWEAKING
Days to Weeks Weeks to Months Months to Years
NEW IDEAS
SERVICE
VISION
MVP
TO
LAUNCH
Tonight’s focus
7. Agenda
1. Why do we make things?
2. What is service design really?
3. How do you actually do it?
4. So let’s do some service design!
5. How can I apply this in my work?
9. Why do we make things?
• It’s fun!
• To help people
• I have some urge to create!
• There are so many annoying things I can make better
1. Why do we make things?
10. Why do we make things?
… to solve problems!
1. Why do we make things?
11. So how do we solve a
problem well?
• Thinking about the people who have the problem
• Asking the people who have the problem
• Observing the people who have the problem
• Trying different ideas
• Testing our theories with real situations
• Not being afraid to be wrong!
1. Why do we make things?
20. How do you do Service Design?
Problem Solution
diverge converge diverge converge
Brainstorm Research Synthesise Prototype Test/
validate
Refine
3. How do you actually do service design?
25. What does this actually do to
help product development ?
• Makes sure we actually start working on the right stuff
• Helps us understand the value to real people
• Validates our assumptions early (or challenges them)
• Gives us proof to convince investors
• Defines the most important features to prioritize
3. How do you actually do service design?
27. Problem Solution
diverge converge diverge converge
So let’s do some service design
Brainstorm Research Synthesise Prototype Test/
validate
Refine
4. Let’s do some service design
28. So let’s do some service design
• Refine/pivot• Design
challenge
• Killer
questions
• Interview in
pairs
• Download
• Clustering
• Personas
• Point of View
• Ideation &
voting
• Build to think!
• drawing,
cutting,
building,
destroying...
• Feedback
• User testing
• Lean canvas
Brainstorm Research Synthesise Prototype Test/
validate
Refine
• Standard
brainstorming
• Divide &
conquer
• Ideation &
voting
• Yes, And
4. Let’s do some service design
29. So let’s do some service design
• Refine/pivot• Design
challenge
• Killer
questions
• Interview in
pairs
• Download
• Clustering
• Personas
• Point of View
• Ideation &
voting
• Build to think!
• drawing,
cutting,
building,
destroying...
• Feedback
• User testing
• Lean canvas
Brainstorm Research Synthesise Prototype Test/
validate
Refine
• Standard
brainstorming
• Divide &
conquer
• Ideation &
voting
• Yes, And
4. Let’s do some service design
30. Divide and conquer
(brainstorming)
Idea Idea Idea Idea
+
IdeaIdea
Repeat until
you have 2
ideas at the
table.
...and then
as a team
choose 1!
4. Let’s do some service design
(30 secs
each)
31. Design challenge (2 mins)
Redesign the ..(concrete need)..
experience for ..(user)..
in a world where
..(assumed constraints)..
4. Let’s do some service design
32. Example (2 mins)
Redesign the car service
experience for busy professionals
in a world where
there’s not enough time
4. Let’s do some service design
33. Write 3 interview questions (2 mins)
Use open questions
how, why, when, where, who, what
You’re trying to get them to tell a story
It’s about gaining empathy
4. Let’s do some service design
34. Interview in pairs (2 mins)
then
swap
Look for emotions, stories, examples
Quality instead of quantity
80% listening, 20% talking
Dig for nuggets
It’s about gaining empathy
4. Let’s do some service design
35. What were the things that stuck out?
What seemed to have the most meaning?
What did people keep repeating?
(2 mins)Key insights
(Downloading)
4. Let’s do some service design
36. What we did
Brainstorm
Problem Solution
diverge converge diverge converge
Research Synthesise Prototype Test/
validate
Refine
37. Problem Solution
diverge converge diverge converge
Brainstorm Research Synthesise Prototype Test/
validate
Refine
What we would do next…
…if we had time
40. xc
Divide and conquer
(brainstorming)
• Workshops with clients
• Feedback with users
• Making decisions in a group Communication
Power of groups Fast
Co-creation
44. • Gorilla research
• User behaviour research
• Client sessions Creative dialog FastEngagement
xc
Pair interviewing
45. Dhyana (Dee) Scarano
@dhyanascarano
Futurice GmbH
futurice.com
Service Jam Berlin, GovJam, Sustainability Jam
www.jamberlin.org
Cocoaheads Berlin
cocoaheads-berlin.org
Thank you :)