Service Design Daniel Harris Service Design Director @Fjord @Harrisdaniel
What is Service Design?
Aug 11, 2014
A talk I gave at UX People 2013 as an attempt to demystify the term 'Service Design'. I talked about the methodologies and tools that service designers use, as well as the attitudes and skills requires to practice the discipline.
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Service DesignDaniel HarrisService Design Director
@Fjord@Harrisdaniel
© FJORD 2013 Confidential Page 2
Design
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“Design is on the cusp of a massive change as people slowly become more attuned to its potential for positive change” Alice Raswthorn, Design Week
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“It’s not about making a fancy lamp, but finding new ways to connect with people’s lives’.” Stephen Burks, Design Week
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Design
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IMPROVING HOW HUMANS ENGAGE WITH THE WORLD
THAT’S GOOD SERVICE DESIGN
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Technology is Society[problem that Three bill fixed]Services are run by technology, it surround us, we “dance to invisible algorithms” every day
Humans are the constructs of that society
+ why the deal with Accenture is good? – theyrun half the worlds infrastructure
We do service design + UI design
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UNDERSTANDING INDIVIDUALS’ COMPLEXITIES,
IRRATIONALITIES & CARES
THAT’S GOOD SERVICE DESIGN
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Service Innovation
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canvases[Business model canvas] – great for getting fairly detailed from a business perspective[Trends canvas from trendwatching] – great for understanding the market and it’s evolution[Lean canvas] – great for seedcamps and hackathonsOur Service Design canvas – great for designing service propsotions
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Service design canvas
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CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS
THAT’S GOOD SERVICE DESIGN
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“Re-imagination of nearly everything powered by New Devices + Connectivity + UI + Beauty”Mary Meeker of KPCB
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Workshops
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Service Design Cards
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Getting emotional[Emotion of Money – what it means to what people care about]
Emotional drivers are the hardest to discover, but the most valuable
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[HAPPY, HUMAN, SOULFUL FOOD]
Moving food from the functional to the emotional (Jamie Oliver)
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[HAPPY, HUMAN, SOULFUL
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[Someone using this in a kitchen / louinge]
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CONNECTING THE EMOTIONAL TO THE MATERIAL
THAT’S GOOD SERVICE DESIGN
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PSYCHOLOGIST
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[Artist]ARTIST
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[Architect]ARCHITECT
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MANAGEMENT CONSULTANT
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ENTREPRENEUR
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LOVE THE PROBLEM & OWN THE DESIGN
THAT’S GOOD SERVICE DESIGN
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Design
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1. IMPROVING HOW HUMANS ENGAGE WITH THE WORLD
2. UNDERSTANDING COMPLEXITIES, IRRATIONALITIES & CARES
3. CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS
4. CONNECTING THE EMOTIONAL TO THE MATERIAL
5. LOVING THE PROBLEM & OWNING THE DESIGN
YOU KNOW YOU ARE PRACTICING SERVICE DESIGN IF YOU ARE
Service Design.A mission, practice, & craftDaniel HarrisService Design Director, Fjord LondonTHANK YOU
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