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Similar to Would you like service design with that? Presented by Suze Ingram at Web Directions South
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Would you like service design with that? Presented by Suze Ingram at Web Directions South
- 1. Would you like service design with that?
- 2. We’ve all had bad service experiences
- 3. Service design makes better services
- 4. I’m going to talk about… What is service design? Why care Similarities Methodology Skills needed Pitching
- 5. What is service design? Useful Effective Usable Efficient Desirable Distinctive customer Service provider
- 6. Some service design examples… Banking + insurance bundle
- 7. Service design is all about… The customer’s point of view
- 8. Service design is all about… Newspaper Visit Phone Visit Receive Delivery ad website store store phone call Interactions Jenny
- 9. Service design is all about… Positive experiences
- 10. Service design is all about… Understanding customers
- 11. Why the world wants service design Demanding Economy is Delivers customers changing innovation Companies already use It’s service growing design
- 12. Why the world wants service design …only 80% of companies 8% think they offer a of their superior customers service… agree http://www.bain.com/bainweb/PDFs/cms/Public/BB_Closing_delivery_gap.pdf
- 13. Similarities between designing for online interaction and designing for services User-centred
- 14. Similarities between designing for online interaction and designing for services Intangible
- 15. Similarities between designing for online interaction and designing for services Methods and techniques
- 16. Service design methodology Discovery Design Test Implement
- 17. Service design methodology Discovery Design Test Implement
- 18. Service design methodology Discovery Design Test Implement
- 19. Service design methodology Discovery Design Test Implement
- 20. Service design methodology Discovery Design Test Implement
- 21. Has your team got the skills? Experience People in design trained to research observe People who design for people
- 22. Pitching service design • Large service providers looking to differentiate • Energetic and agile management teams • Reactively developed services • New focus on customer experience
- 24. Quick recap… What is service design? Why care Similarities Methodology Skills needed Pitching
- 25. What next? Service Design Network Service design drinks Service Design Camp 2010 Service Design Hub
- 27. Image and photograph attributions “Keep the change”- IDEO http://www.ideo.com/work/featured/bofa “Banking + Insurance bundle” – live|work http://www.livework.co.uk/our-work/gjensidige-start-package “Virgin Atlantic check-in” - http://www.v-flyer.com/pages.asp?pageid=264 “Talk to front line staff” http://www.flickr.com/photos/markhillary/3309490947/ “Shadowing customers” http://www.flickr.com/photos/dlytle/3106056074/ “Customer journey map” “THE TRAINRIDE” by 31Volts http://www.servicedesigntools.org/tools/8 “Co-design sketching” – UK Design Council http://www.servicedesigntools.org/tools/34 “Co-design brainstorming” – Engine Service Design http://www.enginegroup.co.uk/projects/pcs_page/engaging_fathers “Design storyboard” – Thinkpublic http://thinkpublic.com/news/ “Miniature prototyping” – Stby for T-Mobile http://www.servicedesigntools.org/tools/21 “Life-size prototypes” – IDEO for 1ST SOURCE BANK http://www.servicedesigntools.org/tools/18 “Hotel room prototype” - IDEO for Marriott http://www.ideo.com/work/featured/marriott “Service blueprint” – Live|work for Gjensidige Insurance http://www.livework.co.uk/our-work/gjensidige- start-package “Service blueprint for a clinic” - http://www.servicedesigntools.org/tools/35