Service Design Vancouver
Oct 21, 2014
Service Design Vancouver
WELCOME!
INTRODUCTIONS
Service Designthe process of making services we use
usable, easy, and desirable.
Service DesignA service consists of many touch points, and
how each interacts with one another, and with the various user groups which determine the experience.
To design a great service, it is important to have ALL service users in mind: staff, suppliers,customers, etc.
Service Design Processsome examples
4 Quadrant Design Innovation Process
Image from:101 Design MethodsBy Vijay Kumar
The Design Process is...
Non-Linear & IterativeImages from:101 Design MethodsBy Vijay Kumar
ITERATIVE
Double Diamond DESIGN PROCESS
Service Design Vancouverbuilding innovation + value for businesses and people
Service Design Double Diamond Process by Kaishin Chu is l icensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.Based on a work at http://kaishinchu.com.Permissions beyond the scope of this l icense may be available at http://creativecommons.org.
RESEARCH INSIGHTS IDEATIONUSER CENTRED
EMPATHETIC
NEEDS/VALUESTOUCHPOINTS
BRAINSTORM
SPECIFICSOLUTIOINS
SPECIFIC SOLUTIONS
PROTOTYPES
DISCOVER DEFINE DEVELOP DELIVER
GENERAL PROBLEM STATEMENT
SPECIFICPROBLEMS
DOUBLE DIAMOND PROCESS
designcouncil.org.uk
The Design Process is...
Non-Linear & Iterative
ITERATIVE
Service Design Vancouverbuilding innovation + value for businesses and people
Service Design Double Diamond Process by Kaishin Chu is l icensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.Based on a work at http://kaishinchu.com.Permissions beyond the scope of this l icense may be available at http://creativecommons.org.
RESEARCH INSIGHTS IDEATIONUSER CENTRED
EMPATHETIC
NEEDS/VALUESTOUCHPOINTS
BRAINSTORM
SPECIFICSOLUTIOINS
SPECIFIC SOLUTIONS
PROTOTYPES
DISCOVER DEFINE DEVELOP DELIVER
GENERAL PROBLEM STATEMENT
SPECIFICPROBLEMS
DISCOVERY PHASE
designcouncil.org.uk
Discovery Mindset
•Observe Everything
•Building Empathy
• Immersing in Daily Life
•Listen Openly
•Looking for Problems and Needs
DISCOVER DEFINE DEVELOP DELIVER
Discovery Toolkit‣ Stakeholder maps
‣ User Shadowing
‣ Contextual Immersion
‣ Service Safari
‣ Contextual Expert & User
‣ Service Journey Canvases (touch points)
‣ Interviews
‣ Five Human Factors
‣ User Diaries/Cultural Probes
‣ The Five Whys
‣ Cultural Probes
‣ Remote Ethnography
‣ Market Research
‣ Many More...
DISCOVER DEFINE DEVELOP DELIVER
User Shadowing
•Observe a user directly, fly on the wall
•Gain understanding of how they interact with the service and the environment/world
•Take notes, video record, dictaphone, etc.
•Complementary tool: Five Human Factors
DISCOVER DEFINE DEVELOP DELIVER
Contextual Immersion
•Researchers go on location to experience a service first-hand
•Place yourself in the user’s shoe
•Take notes, video record, dictaphone, etc.
•Complementary tool: Five Human Factors
DISCOVER DEFINE DEVELOP DELIVER
Aims•Gather information about real user needs
•Gain understanding and empathy about other people’s experiences
•Witness barriers and opportunities for service innovation
•Gather a collective understanding and begin to identify what makes a great service experience. DISCOVER DEFINE DEVELOP DELIVER
Outputs•Written or Visual artefacts of the event
•Drawings, videos, photographs
•Notes, checklists, spreadsheets
•The experience itself. You now have an in-depth understanding of the service touch points and experiences.
•The collective artefacts gained can then be looked at in the DEFINE phase to help identify all the possibilities for design.DISCOVER DEFINE DEVELOP DELIVER
Learn by Doing
Find a partner to work with (5 mins)Pick a scenario card to act out.Pick up Immersion worksheets/guide.
Plan & Design the Research Groups ( )We’ve chosen the groups: Space User & Mgr
Shadowing: (5 to plan, 15 to role play) 1- Co-work space user 1- Researcher
Immersion: (5 to plan, 15 to role play) 1- Co-work space user 1- Manager
Thank You !http://facebook.com/groups/servicedesignvancouver
Facilitator: Kai Chu@kaishinchu
http://kaishinchu.com