Futurice is a European software design and development company founded in 2000 with offices in multiple cities. The document discusses a Service Design Breakfast event and outlines Futurice's service design process which includes design, validation, and lifecycle management. It provides an example of designing a service design community website and analyzing user needs and business goals.
Use social media to strengthen your online brand, reinforce tenant relationships, and reach prospects!
Presented by: Patrick Braswell
This Presentation will show you how web-based and mobile technologies can be leveraged to keep you informed, improve tenant management, and develop your relationships with contacts, companies, and prospects.
Register to view presentations On-Demand:
http://be.buildingengines.com/Reg-On-Demand-Webinar-Casting-a-Wider-Network.html
Use social media to strengthen your online brand, reinforce tenant relationships, and reach prospects!
Presented by: Patrick Braswell
This Presentation will show you how web-based and mobile technologies can be leveraged to keep you informed, improve tenant management, and develop your relationships with contacts, companies, and prospects.
Register to view presentations On-Demand:
http://be.buildingengines.com/Reg-On-Demand-Webinar-Casting-a-Wider-Network.html
Interesante Documento sobre la evolución de la gestión del conocimiento... Coolhunting análisis de tendencias, en industrias, aprovechamiento de los avances tecnológicos y culturales, nuevos medios, nuevos consumos
Webinar reporting results from a Moxie Software usability study with 10 community managers. Study objective was to explore why user interface design of the social computing platform matters when it comes to employee adoption.
Web 2.0 At Work - Simple And Social Collaboration Between CoworkersAcando Consulting
This is a presentation from an "awareness seminar" held by Oscar Berg and Henrik Gustafsson from Acando about how Web 2.0 principles and social tools can be used to improve collaboration, knowledge exchange and innovation in an enterprise context.
We were invited to talk at the Balanced Team event at Adaptive Path's offices in Austin, Texas during SXSW 2012. Paul Sims our service design lead took the floor for a 10 minute lightning talk about our take on Lean and service design at MxM.
Event at the 120 Bloor Street - Toronto Innovation Centre Offices. The event was part of IBM's Centennial Celebrations. Non-profit organizations were invited to listen to presentations on the topics of Social Media, Collaboration and Web User Experience Design.
This presentation shows best what I do, how I think and what I've got to offer. It's a résumé and a work portfolio in one. There is more info on my website.
Interesante Documento sobre la evolución de la gestión del conocimiento... Coolhunting análisis de tendencias, en industrias, aprovechamiento de los avances tecnológicos y culturales, nuevos medios, nuevos consumos
Webinar reporting results from a Moxie Software usability study with 10 community managers. Study objective was to explore why user interface design of the social computing platform matters when it comes to employee adoption.
Web 2.0 At Work - Simple And Social Collaboration Between CoworkersAcando Consulting
This is a presentation from an "awareness seminar" held by Oscar Berg and Henrik Gustafsson from Acando about how Web 2.0 principles and social tools can be used to improve collaboration, knowledge exchange and innovation in an enterprise context.
We were invited to talk at the Balanced Team event at Adaptive Path's offices in Austin, Texas during SXSW 2012. Paul Sims our service design lead took the floor for a 10 minute lightning talk about our take on Lean and service design at MxM.
Event at the 120 Bloor Street - Toronto Innovation Centre Offices. The event was part of IBM's Centennial Celebrations. Non-profit organizations were invited to listen to presentations on the topics of Social Media, Collaboration and Web User Experience Design.
This presentation shows best what I do, how I think and what I've got to offer. It's a résumé and a work portfolio in one. There is more info on my website.
Service Blueprint - Supply Chain Logistics DHLTushar G
Service design is a complex task that can benefit from a more flow charting known as service blueprinting.
Jane Kingman - Brundage (1989) developed an effective approach for blueprinting
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
Fjord Service Design Academy: A business case for transformative servicesFjord
Nancy Birkhölzer and Melanie Wendland from Fjord’s Service Design Academy delivered a keynote at the Service Design Conference organized by the German chapter of the International Service Design Network. Theme of the conference was Creating value(s): Transforming business, society and individual behavior through Service Design.
Services Marketing - Service Encounter Failure & RecoveryHimansu S Mahapatra
Services Marketing
CHAPTER – 5
Service Encounters, Service Failure and Recovery
Service Recovery Strategies
Most companies have to learn the importance of excellent service recovery for disappointed customers and practice them.
This in reality is a combination of several different strategies that need to work together, as given below in the presentation
Would you like service design with that? Presented by Suze Ingram at Web Dire...suzeingram
Service design focuses on understanding what customers want, then designing services which meet their needs. Sound familiar? Web designers have focused on user-centred design for years to create websites and applications that are user friendly.
Service design is well established in Europe and North America and there’s already a handful of Australian businesses offering service design. What is it? Does experience in designing for screen interaction translate to designing services too? Will service design be the next big thing?
The search engine landscape has changed with the convergence of Search and Social. This two hour session looks at what is important today to the search engines and how businesses can best position their content and their social media strategy in an effort to provide value to their audience and increase branding, engagement and targeted traffic from their target audience. Build it and they will come does not apply to Digital Marketing. Beginning with the end in mind this session further discusses how to develop a strategy to drive leads to and through your website in the B2B world.
Adventures in Integrating UX in Data-Driven CorporationsAngela Obias
Slides from a talk that I gave for a User Experience Philippines event.
I was invited to share my lessons and recommendations from 12 years of working in data-centric roles, and experience of applying UX in three (3) types of companies: enterprise, agency and start-up.
In this portfolio you will find a broad range of design work I have completed over the last several years. The work shown includes personal sketches, design management diagrams, strategy work, graphic design, and architecture work.
Microsoft and SurfRay collaborate to create rich website search experiences with SharePoint and Ontolica. In this webcast, Microsoft Technical Solution Expert and FAST veteran, Carlos Valcarcel, joins Josh Noble to reveal how SharePoint search enables public sector websites to connect communities and content. They will show live public sector SharePoint sites leveraging SharePoint and Ontolica Search to improve capacity building, increase efficiency, connect communities, and collaborate.
Professori Paul Lillrank, Aalto Yliopisto:
Kehitysmaissa on paljon tarpeita, niukasti resursseja ja vähän saavutettuja etuja. Innovaatioita syntyy, kun vähällä pitää pärjätä ja riittävän hyvä on parempi kuin ei mitään. Teknologian siirto muuttuu teknologian kierroksi.
Muotoilusta todellisuuteen – Kuinka uusi toimintamalli saadaan toteutettua ja...Service Design Breakfast
Anssi Mikola, Co-Founder, Megaklinikka käy läpi miten Megaklinikkaa suunniteltaessa päästiin aloittamaan puhtaalta pöydältä. Tämä mahdollisti vallitsevien toimintatapojen kyseenalaistamisen ja uusien toimintamallien luomisen. Nyt haasteena on saada malli siirtymään perinteisellä tavalla toimiviin organisaatioihin.
Designing a Cultural Phenomenon into a Digital/Physical Journey - Futurice - ...Service Design Breakfast
#Snapshot is an interactive photography exhibition in which we applied service design methods to build a personal journey for the visitors. The work is a collaboration between Futurice, The Finnish Museum of Photography, Tampere University and Aalto University. The story of how we designed the exhibition will be presented inside the exhibition itself, at The Finnish Museum of Photography, Kaapelitehdas. Presenters: Anna-Kaisa Rastenberger from the museum and Risto Sarvas from Futurice.
Improving quality of care at time of birth: The Better Outcomes in Labour Difficulty (BOLD) Project
The BOLD project is the first project under WHO to address maternal mortality and morbidity in underserved regions through a service design approach. M4ID is designing a set of solutions to improve the demand and provision of quality of care at the time of birth using community and facility based research and co-design with women and healthcare staff in Uganda and Nigeria. These solutions aim to redefine labour monitoring, empower midwives in their roles and save lives of mothers and babies in underserved regions. Presenter: Melanie Wendland
Service Development Manager Juha Vasko from Finavia and Kirsikka Vaajakallio and Jukka Wäänänen from Diagonal present Travellab.
Travellab is model for rapid prototyping and idea ranking created for Finavia to improve the transfer experience at Helsinki Airport. The case is an unique example on how service design methods and design-thinking can be, in a relatively short period of time, implemented into the service development of Finavia.
Finnish design-driven software company Reaktor participates in the Service Design Achievement of the Year 2015 competition with their project to redesign the Finnair in-flight entertainment service.
Healthcare environments are often designed with the needs of the working staff in mind. The experience of patients is often left as an afterthought and not fully integrated in the design process. When asked to design a spatial concept for a chain of laboratories, Diagonal chose to combine service design methods with interior architecture and to place the experience of their customers and staff at the center stage. The result presents a refreshing take on healthcare without diminishing the trust in the expertise of the staff.
Service design has been proven to work both in hands-on development projects and as a tool for strategy creation. We will discuss how a co-created customer experience strategy supports and facilitates internal change. Also, the presentation gives insights into the disappearing boundaries between brand, communication and service.
UserIntelligence - Ding dong! - Live UX design in YLE Eurovision ambianceService Design Breakfast
A great way to boost service design is to start with passion and live experiences. User Intelligence prototyped and tested YLE’s new event page during the Eurovision 2013 buzz. Our interactive prototype was connected to live content at the height of the competition and evaluated by the Eurovision enthusiasts. This setting provided remarkable insights for the new service concept.
It's easy to match lean development, build-measure-learn and service design on the buzzword level. To really make them work together is hard. We are glad to share what we have learned. The slides by Karri-Pekka Laakso / Reaktor for Service Design Breakfast Wed 16.10.2013.
Palmu - Service design in a highly complex public organization - case Univers...Service Design Breakfast
The Palmu entry for the Service Design Achievement of the Year in Finland 2013 award.
Over 700 employees, 130 different operating systems and programs, 27 Departments, 11 Faculties, 10 different units in Central Administration who are all producing services for over 4 500 researchers, who are trying to orientate in the very complex "jungle" of services. And one mission: "Could you please help us organize our services in customer centric way?". This is the story of how to be simple.
Service design breakfast - Customer experience management on Demand, BIG Desi...Service Design Breakfast
Petteri Hiisilä from Nokia Siemens Networks and Teemu Äijälä from Fjord discuss how the two companies jointly created a software-as-a-service solution to help telecom operators measure, visualize and manage the user experience of mobile network customers.
Fjord used a design-by-prototyping approach to facilitate design thinking with the product owners, while NSN UX Lead introduced and spread a goal-directed design process inside the organization.
Service design breakfast - Service design for focused user groups - case Levi...Service Design Breakfast
Mikko Saarinen, General Secretary of Audi FIS Ski World Cup Levi and Aura Palmgren and Tuukka Murto from HiQ discuss how the Levi World Cup (slalom) event experience was expanded with a mobile application and how it strengthened the event's brand image. What were the design challenges in meeting business and user needs?
Anton Schubert from 358 and Santtu Hulkkonen (Executive Director of Cleantech Finland) will be talking about Cleantech Finland's mission to connect Finnish cleantech expertise with global demand and at the same time revolutionise the way they work through a global and innovative digital service called "Solved"
Service Design Breakfast - Catalyzing the birth of ICT-based growth ecosystem...Service Design Breakfast
Tuula Antola (Espoo) and Olli-Pekka Mutanen (Aalto) discuss the steps needed to take the high growth ICT ecosystem in the capital region further and how the city of Espoo sees the role of such an ecosystem.
Service Design Breakfast - Catalyzing the birth of ICT-based growth ecosystem...Service Design Breakfast
Tuula Antola (Espoo) and Olli-Pekka Mutanen (Aalto) discuss the stesp needed to take the high growth ICT ecosystem in the capital region further and how the city of Espoo sees the role of such an ecosystem.
Note: Elina's presentation starts at about 17:40 in the video.
Elina Pohja from the Laurea Polytechnique University talked about her experience in the 2011 service jam and how the service concept developed by her team in 2011 had actually been turned into a real service.
Maiju Nöyränen is a service designer at the service design agency Palmu in Finland. Maiju gave the keynote presentation at the Helsinki Service Jam,2013 talking about what it is to be a service designer and what a service designer does.
Service Design Breakfast - How to fail in service design - Reima Rönnholm, PalmuService Design Breakfast
In Reima's experience, designing services is critically dependent on testing out the design ideas with real customers. Even the best of ideas of ten fail when exposed to customers. The single most critical outcome of the experimentation is the understanding of what is the real problem that needs to be solved. Once the real problem has been identified, the solution often becomes straightforward.
Service Design Breakfast: There is no such thing as service design - Anton Sc...Service Design Breakfast
Anton's presentation focuses on the problems of creating a consistent service experience across a customer journey when companies operate in deep silos and contract different companies to implement pieces of the customer journey not well aligned with the other pieces. The role of the designer then becomes one of breaking up the silos and setting up a dialogue between the customer and the company.
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?
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.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
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.
Top 5 Indian Style Modular Kitchen DesignsFinzo Kitchens
Get the perfect modular kitchen in Gurgaon at Finzo! We offer high-quality, custom-designed kitchens at the best prices. Wardrobes and home & office furniture are also available. Free consultation! Best Quality Luxury Modular kitchen in Gurgaon available at best price. All types of Modular Kitchens are available U Shaped Modular kitchens, L Shaped Modular Kitchen, G Shaped Modular Kitchens, Inline Modular Kitchens and Italian Modular Kitchen.
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.
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.
11. Example:
service
design
community
site
http://servicedesignpros.com/
Strategy
Service
Goals
KPI
Target
€
value
Establish
a
community
Service
design
Get
registered
users
New
registrations
100
/mo
50
€
around
service
design
by
pros
website
Increase
traffic
Unique
visitors
30
000
/mo
-‐
providing
useful
information
on
service
Sell
advertising
space
New
5
/mo
1
000
€
design
tools
and
methods
advertisements
and
a
place
for
Increase
brand
Organic
branded
5
000
/mo
-‐
professionals
to
discuss.
awareness
visits
+
direct
visits
Provide
a
place
for
Facebook
page
Get
FB
fans
#
of
fans
1
000
-‐
companies
to
find
service
Activate
people
Facebook
400
/mo
-‐
design
professionals,
sell
interactions
advertising
space.
…
15. Queries
/
What’s
the
user
looking
for?
mo
What
tools
are
there
for
service
design?
11
365
Where
can
I
find
information
on
a
specific
service
design
tool
x?
125
035
Where
can
I
find
examples
of
service
design
methods
and
tools?
5
560
Where
can
I
find
service
design
tool
templates?
4
331
What
design
patterns
are
there
for
service
design?
573
What
is
the
definition
of
service
design
tool
x?
1
296
Where
can
I
find
concrete
instructions
on
how
to
create
x?
1
334
…
16. Select
Service
“Customer
design
pros
journey
search
result
mapping”
page
Click
a
link
from
relevant
forum
Search
for
“customer
discussion
journey
map”
on
Google
View
forum
discussion
Write
reply
to
discussion
Search
for
“service
design
tools”
on
Google
Select
Service
Frontpage
Go
to
register
Click
register
Thank
Exit
design
pros
form,
fill
info
button
you
page
search
result
17. Organic
Facebook
search
Twitter
1.
Reach
AdWords
traffic
ü Let
people
know
you
exist,
get
them
Pre-‐service
Direct
to
choose
your
service
over
traffic
competitors’.
Service
design
pros
site
2.
Engage
ü Give
people
the
information
they
Service
design
tool
resources
need,
be
useful
and
relevant
–
make
Forum
discussions
them
love
your
service.
For
advertisers
-‐page
Service
3.
Activate
Register
ü Get
them
to
convert
–
make
them
do
the
thing
that
makes
sense
in
your
Buy
advertisement
service.
4.
Nurture
Weekly
feed
from
forum
ü Remind
people
that
you
exist,
market
your
new
content
and
Post-‐service
Newsletter
features,
make
them
recommend
your
service
to
friends.
18. ü Marketing
ü UI
+
visual
design
ü Features
+
content
ü User
needs
ü Business
model
http://www.flickr.com/photos/mattimattila/6875571052/
19. Design
<3
Development
Single
way
of
working.
Single
set
of
goals.
Single
set
of
people.
Single
customer
interface.
23. Strategy
Service
Goals
KPI
Target
10/2012
Actions
Establish
a
community
Service
design
Get
registered
New
registrations
100
/mo
55
(+23%)
1) Facebook
around
service
design
pros
website
users
campaign
by
providing
useful
2) Improve
information
on
service
registration
page
design
tools
and
Increase
traffic
Unique
visitors
30
000
/mo
27
012
1) Increase
#
of
methods
and
a
place
(-‐24%)
blog
posts
for
professionals
to
discuss.
Sell
advertising
New
advertisements
5
/mo
1
(-‐80%)
1) Contact
partners
space
2) Improvements
to
Provide
a
place
for
ad
page
companies
to
find
Increase
brand
Organic
branded
visits
5
000
/mo
5
500
…
service
design
awareness
+
direct
visits
(+17%)
professionals,
sell
advertising
space.
Facebook
Get
FB
fans
#
of
fans
1
000
340
(+5%)
page
Activate
people
Facebook
interactions
400
/mo
230
(-‐45%)
…
25. Share
of
traffic
What’s
the
user
looking
for?
Queries
/mo
Conversion-‐%
(10/2012)
What
tools
are
there
for
service
design?
11
365
1%
(+15%)
0,1%
(+34%)
Where
can
I
find
information
on
a
specific
service
design
125
035
3%
(-‐24%)
0%
(-‐100%)
tool
x?
Where
can
I
find
examples
of
service
design
methods
and
5
560
-‐
0%
(-‐0%)
tools?
Where
can
I
find
service
design
tool
templates?
4
331
7%
(+450%)
2,3%
(+130%)
What
design
patterns
are
there
for
service
design?
573
0,5%
(-‐56%)
1,2%
(+12%)
What
is
the
definition
of
service
design
tool
x?
1
296
1%
(+12%)
0%
(-‐100%)
Where
can
I
find
concrete
instructions
on
how
to
create
x?
1
334
2%
(+100%)
0%
(-‐0%)
…
31. A/B
testing
Original
page
Let’s
optimize
this!
15%
15%
15%
Results
–
Design
A
wins:
Test
1:
A
B
C
ü 23%
increase
in
conversion
rate
ü 3200
€
increase
in
sales
Chance
to
beat
original:
91%
78%
87%
15%
15%
15%
Test
2:
Results
–
Design
E
wins:
D
E
F
ü 53%
increase
in
conversion
rate
ü 5500
€
increase
in
sales
Chance
to
beat
original:
65%
96%
93%
New
design
o/
35. Goal-‐driven
service
development
What
concrete
steps
can
we
take
to
enhance
our
business?
Business
Changes,
Goals
KPI
model
projects
Why
are
we
investing
in
this?
36. Design
Validate
Business
model
Set
service
goals,
select
KPIs
Realized
vs.
planned
KPIs,
service
value,
sales
User
needs
Keyword
research,
analytics
of
User
segmenting,
keywords,
existing
services,
“traditional
“traditional
methods”
methods”
Features
+
content
Design
and
prioritize
based
on
Visitor
flow,
top
content,
user
needs,
design
the
optimal
content
value
customer
journey
UI
+
visual
design
Design
the
UI
and
visuals
to
In-‐page
analytics,
usability
support
overall
experience
testing,
A/B-‐testing
Marketing
Design
the
marketing
funnel
Balance
marketing
efforts
(e.g.
REAN
model)
based
on
results
(conversion)
37. Thanks!
Janne
Toivola
janne.toivola@futurice.com
twitter.com/jannetoivola
Futurice