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